CRM quiz questions:
In CRM, customer teams are tailored to meet the needs of key accounts and segments of other customers.
(a) Product and Service Agreements
(b) Plan Service Agreements
(c) Policy Service Agreements
(d) Promotion Service Agreements
What is the main objective of Customer Relationship Management (CRM)?
(a) To acquire new customers
(b) To retain existing customers
(c) To upsell products to customers
(d) To increase market share
What is the term for the process of identifying and addressing customer complaints and issues?
(a) Customer segmentation
(b) Customer satisfaction analysis
(c) Customer service
(d) Customer retention
In CRM – PSA stands for __
(a) Product and Service Agreements
(b) Plan Service Agreements
(c) Policy Service Agreements
(d) Promotion Service Agreements
Related: Organizational Structure Quiz Questions
What is the process of gathering and analyzing customer data to improve customer satisfaction and loyalty?
(a) Customer engagement
(b) Customer segmentation
(c) Customer retention
(d) Customer analytics
What is the term for the process of providing customers with personalized experiences based on their preferences and behavior?
(a) Customer segmentation
(b) Customer satisfaction analysis
(c) Customer engagement
(d) Customer personalization
At __ level ,the CRM process provides the framework for managing relationships with customers.
(a) operational
(b) strategic
(c) functional
(d) activity
What is the term for the software or technology used to manage customer interactions and data?
(a) CRM system
(b) Sales automation software
(c) Marketing automation software
(d) Customer service software
Which of the following is a benefit of using a CRM system for sales teams?
(a) Improved customer satisfaction
(b) Streamlined lead generation
(c) Increased customer retention
(d) Decreased sales revenue
Related: Organizational Behavior Questions
The __ process is the firm’s face to the customer.
(a) Customer relationship management
(b) Demand management
(c) Procurement management
(d) Customer service management
Which of the following is NOT a benefit of implementing a CRM system?
(a) Improved customer satisfaction
(b) Increased sales revenue
(c) Decreased customer loyalty
(d) Streamlined business processes
At strategic level, the customer service management process is concerned with designing the process for managing the __
(a) CRM
(b) PSA
(c) CPFR
(d) VMI
What is the term for the process of identifying and targeting specific groups of customers based on their characteristics and behavior?
(a) Customer segmentation
(b) Customer engagement
(c) Customer retention
(d) Customer acquisition
Related: Production Management question paper
The __ management process needs to balance customer’s requirements with the firm’s supply capabilities.
(a) customer relationship management
(b) customer service management
(c) demand management
(d) operational management
Which of the following is an example of a CRM metric used to measure customer satisfaction?
(a) Sales revenue
(b) Customer acquisition cost
(c) Net Promoter Score (NPS)
(d) Return on Investment (ROI)
VMI stands for __
(a) Vendor Managed Inventory
(b) Value Managed Inventory
(c) Vendor Marketing Inventory
(d) Value marketing inventory
Which of the following is a common CRM strategy used to improve customer engagement?
(a) Email marketing campaigns
(b) Cold calling
(c) Product bundling
(d) In-store promotions
