Customer Relationship Management Quiz 1

1.What does CRM stand for?

• a) Customer Reactive Management

• b) Customer Relationship Marketing

• c) Customer Relationship Management

• d) Consumer Retention Method

2.Which of the following is a primary goal of CRM?

• a) Increase in production

• b) Reducing labor costs

• c) Enhancing customer relationships

• d) Improving product quality

3.What is a key benefit of CRM?

• a) Reducing marketing budget

• b) Improved customer satisfaction and retention

• c) Eliminating competition

• d) Decreasing customer expectations

4.Which of the following is NOT a layer of CRM?

• a) Operational CRM

• b) Analytical CRM

• c) Strategic CRM

• d) Functional CRM

5.Customer satisfaction primarily depends on:

• a) Product price only

• b) Customer expectations and actual experience

• c) Aggressive marketing strategies

• d) Competitor performance

6.Which type of marketing focuses on personalized communication with customers?

• a) Indirect marketing

• b) Direct marketing

• c) Mass marketing

• d) Traditional marketing

7.In CRM, which tool helps analyze customer data to improve marketing strategies?

• a) Financial reports

• b) Data analytics

• c) Production logs

• d) Supply chain records

8.Which of the following is NOT a benefit of product marketing?

• a) Increased brand recognition

• b) Customer engagement

• c) Decreasing product quality

• d) Higher sales revenue

9.What does customer retention mean in CRM?

• a) Increasing production

• b) Keeping customers loyal to the brand

• c) Attracting new customers

• d) Reducing customer interactions

10.Direct marketing allows businesses to:

• a) Reach a broad audience with a single message

• b) Build personalized customer relationships

• c) Rely only on third-party distributors

• d) Avoid customer feedback