Which of the following is NOT TRUE regarding CRM systems? a.

It is actually a set of
multiple applications b. It can help to understand customer better c. It helps to collect
demographic data

1.
a is correct

2.
b is correct

3.
c is correct

4.
All are correct

Total Quality Control” was the key concept of -------

1.
Armand Feigenbaum

2.
Edwards Deming,

3.
Joseph Juran

4.
Philip B. Crosby

Mass distribution and mass promotion of marketing known as a. Mass customisation b. Mass
production c. Mass marketing d. None of the above

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

A ------- is an organized collection of comprehensive information about individual customers

or prospects. a. Business database b. Customer mailing list c. Customer database d.
Marketing database

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

Respondents rate these three stages as most important to success among the ------- project
stages.

1.
5

2.
6

3.
8

4.
7

BPR was first introduced in a research program at MIT (Massachusetts Institute of

Technology)in the early -------.

1.
eighties

2.
nineties

3.
Seventies

4.
Sixties

The foundation for CRM was laid during ------- year.

1.
1990

2.
1980

3.
1970

4.
1960

Which of the following is not a characteristic of the B2B arena? a. Large markets. b. Wide
geographic spread. c. Low average spend per customer. d. Complex buyer behavior.

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

For good CRM implementation ------- is needed. a. Data Warehouse b. Data Mart c.
Intelligent Database d. Large Server

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

E-business software is best defined as to manage -------. a. Sell-side e-commerce applications

b. Internal administrative applications c. Buy-side applications d. External management

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

Wider the gap between the organisations providing the service of product and the user, lesser
is the rate of -------

1.
Retention

2.
Acquisition

3.
Satisfaction

4.
Customer Value

satisfactory post-purchase experience with a product or service given an existing pre-

purchase expectation is known as

1.
customer satisfaction

2.
customer acquisition

3.
customer retention
4.
customer loyalty

State whether the following statement is true or false. The information processed within
modern CRM systems is dynamic.

1.
true

2.
false

Supply chain management helps an organization in -------. a. Reducing production costs b.

Increase the production cost c. Reduce the time it takes to make a product d. Improves sales

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

State whether the following statement is true or false. Customer relationship management is
the system that is responsible for introducing things such as frequent flyer gifts and credit
card points.

1.
true

2.
false

Marketing relationships is: a. Intensely personal, like human relationships b. Intended to

deliver short-term customer satisfaction c. Intended to deliver long-term customer satisfaction
d. The most important element of the marketing mix

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

Six Sigma is the newest quality management program which helps companies increase both
customer satisfaction and financial benefits.

1.
true

2.
false

Customer demands from suppliers are: a. Good people to handle them b. Good price and
discounts c. Good Environment d. All of the above given options

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

B2C e-commerce as a new shopping channel, because it has characteristics: a. Providing

sufficient information b. Breaking time and space boundaries c. Low-cost and real time d.
Rapid development e. All of the above

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

5.
e is correct

Front Office CRM Systems covering real-time aspects of sales related activity is referred to
as: a. Automated Marketing b. CRM Customer Communications c. CRM Customer Services
d. Sales Force Automation

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct
promotional tools does not includes a. Referrals b. Client Relations c. Participation in
Organizations d. Direct Mail e. Customer Complaints

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

5.
e is correct

Field ------- refers to how much of the total set of activities needed to be measured are
actually measured.

1.
Depth

2.
Breadth

3.
Tractability

4.
None of these
A quality management program can be characterized by its principles, practices, and
techniques.

1.
true

2.
false

An e-CRM solution must possess certain key characteristics. These are: a.

Data warehouse driven b. Measurement driven c. Either a or b d. Both a and
b

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct
In the customization phase, writing data routines using the CRM toolkit can
save days of effort and manual entry.

1.
true

2.
false

Which of the following reasons to lose the customer? a. Price related reasons
b. Product related reasons c. Service-related reasons d. All of above given
options

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

Marketing is moving from being broad based to a ------- relationship with the
customer.

1.
One-to-One

2.
Individual

3.
Focused

4.
Group

The heart of modern strategic marketing can be described as STP marketing

namely a. Segmenting, Targeting, and Positioning b. satisfaction, Touch
Points, and Positioning c. Segmenting, Touch points, and Positioning d.
satisfaction, Touch points, and Production

1.
a is correct
2.
b is correct

3.
c is correct

4.
d is correct

The act of obtaining a desired object from someone by offering something in

return is called a. Transaction b. Exchange c. Relationship d. Value

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

State whether the following statement is true of false. Customer relationships

are now at the forefront of business. Breaking all barriers after Liberalisation,
Privatisation and Globalisation (LPG).

1.
true

2.
false

Advancing technology means ------- ways in which how business is to be

conducted.

1.
e-structuring

2.
e-CRM

3.
e-customisation

4.
none of the above

The best-selling book, "Reengineering the Corporation" is written by

1.
Michael Hammer

2.
Hammer and Champy

3.
Davenport & Short

4.
Porter and Millar

Continuity marketing may include: a. Just-In-Time sourcing b. Preferred

Customer Programs c. Special Sourcing Arrangements d. Individual
Marketing programme

1.
a, c & d are correct

2.
b, c & d are correct

3.
a, b & c are correct

4.
All are correct

Arrange the sequence in retention process. a. Exploring b. Examining

Feedback c. Establishing strategies d. Evaluating

1.
a, d, b & c

2.
a, d, c & b

3.
a, c, d & b

4.
a, c, b & d

SFA is often used interchangeably with:

1.
CRM

2.
SCM
3.
ERP

4.
BPR

CRM is ------- a. Business oriented b. Money oriented c. Profit oriented d.

Customer oriented

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

5.
All are correct

Services are typically produced and consumed simultaneously. This is an

example of which of the following characteristic of services? a. Perishability
b. Inseparability c. Variability d. Intangibility

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

------- is a useful data that the customer does not know that he or she is
supplying to the organisation. a. Active information b. Passive information c.
Present information d. Past information

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

A well built e-business infrastructure is a combination of: a. Structure and

Stability b. Safeguards information c. Understands costumer priorities d. All
of the above

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

The different approaches for measuring customer values are: a. Customer

Equity Management b. Customer Value Analysis c. Loyalty Monitoring d.
Customer Satisfaction

1.
a & b are correct

2.
a, b & c are correct

3.
b, c & d are correct

4.
All are correct

This is the process of identifying, attracting, differentiating, and retaining

customers. a. Customer relationship management b. Partner Relationship
Management c. Partner Relationship Management d. Electronic Customer
relationship management

1.
a is correct

2.
b is correct

3.
c is correct
4.
d is correct

When a photo print shop offers the 10th processing for free, using a punch
card to track the first nine purchases. the program is called ------- a. Cross-
selling b. Frequency or loyalty c. Customer relationship management
program d. Relationship selling system e. Continual rewards

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

5.
e Is correct

Marketing efforts focused on a firm's current customers are generally termed

------- a. Relationship marketing b. Internal marketing c. Personal marketing
d. Formal marketing

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

An FMCG (Fast Food Consumer Goods) marketer is planning to launch an

existing brand name into a new product category. Which brand development
strategy is being implemented? a. Line extension b. Multibrand c. Brand
extension d. Rebranding

1.
a is correct

2.
b is correct
3.
c is correct

4.
d is correct

In addition to attracting new customers and creating transactions, the goal of

marketing is to ------- customers and grow their business. a. Encourage b.
Entertain c. Retain d. Recognize e. Educate

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

5.
e Is correct

------- is the practice of dividing a customer base into groups of individuals

that are similar in specific ways relevant to marketing, such as age, gender,
interests, spending habits, and so on. a. Customer service chat b. Customer
managed relationship c. Customer life cycle d. Customer segmentation

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

Which of the following statements are true about BPR? a. It has to be driven
by a strategic plan b. It seeks major advances in organisational performance
c. It challenges existing frameworks and questions attitudes and behaviours
d. All of the above

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

Both ------- depend on electronic information that has been collected about
customers, in place of human knowledge, to build and manage relationships.
a. CRM and e-CRM b. Customer and consumer c. Product and service d.
Service and idea

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

In E-CRM, customer acquisition means: a. Attracting customers in the target

profile to your site and encouraging them to opt-in. b. Identifying the
appropriate customers to target. c. Encouraging customers to purchase more
expensive products which may also be in other categories. d. Encouraging
customers to purchase further products through personalized web and e-mail
communications.

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

In ------- markets, micro-segmentation and specific targeting are stressed

along with an emphasis on various monetary and non-monetary value
creation approaches. a. B2B b. B2C c. C2B d. None of the above

1.
a is correct
2.
b is correct

3.
c is correct

4.
d is correct

A retailer has found that the lifetime value of a customer is about $12,000.
Study has shown that the key to customer retention is: a. Offer the lowest
prices b. Constantly advertise c. Offer superior customer value and
satisfaction d. Offer a variety of products

1.
a is correct

2.
b is correct

3.
c is correct

4.
d is correct

A response is reactionary and you can easily find yourself reacting over and
over again to the same complaint is sometimes called as

1.
Customer Exit

2.
Customer Attrition

3.
Firefighting

4.
Customer Voice