QUESTION 1

1. Customer Complaint Management Initiatives are mandatory by law

 True

 False

1 points   
QUESTION 2
1. if it is easy to penetrate a market then a new competitor is at risk of
low level
high level
medium level
more
none of them

1 points   
QUESTION 3
1. Lifetime Value doesn’t exist without a Lifecycle.

 True

 False

1 points   
QUESTION 4
1. Firms also take into consideration consumer behaviour and profitability to manage
individual customer relationships.

 True

 False

1 points   
QUESTION 5
1. AN E-Crm startegy must be able to identify potential for each customer

 True

 False

1 points   
QUESTION 6
1. In creating the contact plan, the communication with supplier may be different,
depending on the ________ in the relationship.
stage
effect
grounds
all of them
 none of them

1 points   
QUESTION 7
1. Analytical CRM is described as a choice assist system targeted to assist
senior executives
marketing
sales
customer support personnel
all of the above

1 points   
QUESTION 8
1. Sales Configuration go hand in hand with SFA

 True

 False

1 points   
QUESTION 9
1. In the absence of due customer care, it is likely that the customers will be
____________
satisfied
dissatisfied
agreed
non-agreed
none of them

1 points   
QUESTION 10
1. The measurement framework must be timely and adaptive with volatile markets.

 True

 False

1 points   
QUESTION 11
1. Calender and task activities are both task and

 True

 False

1 points   
QUESTION 12
1. CRM is not a wide discipline and a technology set since it does not encompasses
every aspect of a company.
  True

 False

1 points   
QUESTION 13
1. Acquisition Depends on:
Type of product
Type of buying
Type of customers
Economic Enviornment
all of the above

1 points   
QUESTION 14
1. Calender and task activities are both task and

 True

 False

1 points   
QUESTION 15
1. Measurement frameworks are standard for all organizations

 True

 False

1 points   
QUESTION 16
1. The main objectives of Customer Relationship Measurement systems are
To influence or validate decision making
To guide ongoing activities or tactics
To predict future states
All of the above
None of the above

1 points   
QUESTION 17
1. The initiative implementation should not be in phases.

 True

 False

1 points   
QUESTION 18
 1. Cross promoting way
selling new products
Public relations
selling other products to existing customers
Reversal of a sale
all of the above

1 points   
QUESTION 19
1. Most individuals are aware with form of e-commerce
B2B
B2C
C2B
C2C
all of them

1 points   
QUESTION 20
1. The factors affecting the customer loyalty are:
Customer satisfaction
Emotional bonding
Trust
History with the company
all of the above

1 points   
QUESTION 21
1. Sales Representative can also view list of consumer

 True

 False

1 points   
QUESTION 22
1. Sales representatives can not handle inquiries, quotations and salesorders on their
devices

 True

 False

1 points   
QUESTION 23
1. Having the right people is not necessary on the working group
  True

 False

1 points   
QUESTION 24
1. Life time Customer Value include only the repeat purchases by the customer, not his
family purchases, referral purchases, cross sells

 True

 False

1 points   
QUESTION 25
1. CRM solutions contribute toward customer-oriented services toward
planning
Developing
maintaining
increasing customer relationships
All of the above

1 points   
QUESTION 26
1. Companies do not have a need to use CRM technology to help anticipate customer
needs or otherwise predict a future customer or market state.

 True

 False

1 points   
QUESTION 27
1. While customer measures are discussed in the balanced scorecard literature, most
CRM measurement approaches involve far more metrics at a lower level of
abstraction than those represented within a balanced scorecard.

 True

 False

1 points   
QUESTION 28
1. Acquisition Depends on:
Type of product
Type of buying
Type of customers
Economic Enviornment
 all of the above

1 points   
QUESTION 29
1. Management Response Time will be Greatly reduce

 True

 False

1 points   
QUESTION 30
1. Forward engineering is not necessarily if an existing product is producing the correct
output

 True

 False

1 points   
QUESTION 31
1. The Sales Representative is able to enter a Delivery Instruction and save the order

 True

 False

1 points   
QUESTION 32
1. When the working group has agreed to a draft, it must invite industry-initiatives by
doing a public announcement in relevant media, collecting comments from those
interested, allowing ample time for returning comments

 True

 False

1 points   
QUESTION 33
1. When it comes to coordinating customer-facing activities, the level of
interconnectedness within companies and within value chains can be surprisingly
high. In the retail consumer packaged goods (CPG) industry, when a grocery store
chain changes its consumer promotion schedules, at least seven groups within a CPG
firm are impacted: sales, marketing, __________, warehouse, transportation,
manufacturing and finance
public relations
C&F
trade promotions
All of the above

5 points   
QUESTION 34
1. Services can be distinguished from other activities based on their specific
characteristics, representing Lack of Ownership,__________ , Intangibility,
Perishability and Inseparability
Homogeniety
Heterogeneity
Accesibility
None of the above

5 points   
QUESTION 35
1. Large sites with CRM analytics are using this technique, known as ______, to predict
customer value and response to promotions.
CFM
RFM
FRM
none of the above

5 points   
QUESTION 36
1. If a university sets up a web-based information system that faculty could access to
record student grades and to advise students, that would be an example of a/an
CRM
intranet
ERP
ALL OF THE
ABOVE
5 points   
QUESTION 37
1. At this point appropriate strategies are evolved which are customer-specific and that
lead to retention.
Exploring
Evaluating
Establishing Strategies
Examining Feedback

4 points   
QUESTION 38
1. Is calender and scheduling a sales application
Ye
s
No

4 points   
QUESTION 39
1. A technique for strategic analysis involving review of level of Internet access in target
market is
Stage model analysis.
Competitor analysis
Demand analysis
SWOT analysis

4 points   
QUESTION 40
1. Difference between customers evaluation including all costs incurred and benefits is
called
customer perceived value
company market value
customer affordability
customer reliability

4 points   
QUESTION 41
1. Any relationship stands on broad attributes
trust & commitment
communication
both a & b
none of the above

2 points   
QUESTION 42
1. Supplier should focus on __________ investment for customers who are identified as
profitable in the relationship.
Initial
Lesser
Greater
Monetary

2 points   
QUESTION 43
1. Record which is based on business customers past purchases, sales price and volumes
is classified as
business database
customer database
databases marketing
company marketing

2 points   
QUESTION 44
1. Despite of complexities and constraints, companies do not adopt measurement
frameworks which have acceptance in the market.

 True

 False

2 points   
QUESTION 45
1. With a ________ database, the company might increase its chances to acquire a
greater number of customers.
Larger
Smaller
Stable
Unstable

2 points   
QUESTION 46
1. CRM technology can help in
Designing direct marketing efforts
Developing new pricing models
Processing transactions faster
All of the above

2 points   
QUESTION 47
1. Organizations may benefit from variety seeking behavior by____________.
Keeping the price low
Changing their taste
supplying one type of product
All of the above

2 points   
QUESTION 48
1. Customer retention is a method of converting ________ customer to a loyal customer.
Ordinary
Premium
New
None of the above

2 points   
QUESTION 49
1. A communication plan have to be mentioned to understand an __________ courting
management.
 Efficient
Effective
Both (A) and (B)
None of the above

2 points   
QUESTION 50
1. Forward engineering is not necessarily if an existing product is producing the correct
output

 True

 False

2 points   
QUESTION 51
1. For years, Shopper’s Stop has gathered records of each __________
Supplier
Wholesaler
Customer
all of the above

2 points   
QUESTION 52
1. The _________ who will become a partner will become a profitable patron
Manager
Organization
Customer
Employee

2 points   
QUESTION 53
1. The decline segment  a possible ______ within the courting.
Start
Continuity
End
None of the above

2 points   
QUESTION 54
1. Element of business that sells to business
focused on product
focused on quality
focused on quantity
 focused on relationship
none of them

2 points   
QUESTION 55
1. __________ is the basic platform of relationship formation
Price
Brand name
Customer Loyalty
Supplier Loyalty

2 points   
QUESTION 56
1. which one of these are element of CRM?
Develop a Customer-Centric Strategy
Create a Customer-Centric Culture
Harness the Power of Customer Information
All of the above

2 points   

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 Question 1
1 out of 1 points
Customer Complaint Management Initiatives are mandatory by law

 Question 2
1 out of 1 points
if it is easy to penetrate a market then a new competitor is at risk of

 Question 3
1 out of 1 points
Lifetime Value doesn’t exist without a Lifecycle.

 Question 4
1 out of 1 points
Firms also take into consideration consumer behaviour and profitability to manage
individual customer relationships.

 Question 5
1 out of 1 points
AN E-Crm startegy must be able to identify potential for each customer

 Question 6
 1 out of 1 points
In creating the contact plan, the communication with supplier may be different,
depending on the ________ in the relationship.

 Question 7
1 out of 1 points
Analytical CRM is described as a choice assist system targeted to assist

 Question 8
1 out of 1 points
Sales Configuration go hand in hand with SFA

 Question 9
1 out of 1 points
In the absence of due customer care, it is likely that the customers will be
____________

 Question 10
1 out of 1 points
The measurement framework must be timely and adaptive with volatile markets.

 Question 11
1 out of 1 points
Calender and task activities are both task and

 Question 12
1 out of 1 points
CRM is not a wide discipline and a technology set since it does not encompasses
every aspect of a company.

 Question 13
1 out of 1 points
Acquisition Depends on:

 Question 14
1 out of 1 points
Calender and task activities are both task and

 Question 15
1 out of 1 points
Measurement frameworks are standard for all organizations

 Question 16
1 out of 1 points
The main objectives of Customer Relationship Measurement systems are

 Question 17
1 out of 1 points
The initiative implementation should not be in phases.
 Question 18
1 out of 1 points
Cross promoting way

 Question 19
1 out of 1 points
Most individuals are aware with form of e-commerce

 Question 20
1 out of 1 points
The factors affecting the customer loyalty are:

 Question 21
1 out of 1 points
Sales Representative can also view list of consumer

 Question 22
1 out of 1 points
Sales representatives can not handle inquiries, quotations and salesorders on their
devices

 Question 23
1 out of 1 points
Having the right people is not necessary on the working group

 Question 24
1 out of 1 points
Life time Customer Value include only the repeat purchases by the customer, not his
family purchases, referral purchases, cross sells

 Question 25
1 out of 1 points
CRM solutions contribute toward customer-oriented services toward

 Question 26
1 out of 1 points
Companies do not have a need to use CRM technology to help anticipate customer
needs or otherwise predict a future customer or market state.

 Question 27
1 out of 1 points
While customer measures are discussed in the balanced scorecard literature, most
CRM measurement approaches involve far more metrics at a lower level of
abstraction than those represented within a balanced scorecard.

 Question 28
1 out of 1 points
Acquisition Depends on:

 Question 29
 1 out of 1 points
Management Response Time will be Greatly reduce

 Question 30
1 out of 1 points
Forward engineering is not necessarily if an existing product is producing the correct
output

 Question 31
1 out of 1 points
The Sales Representative is able to enter a Delivery Instruction and save the order

 Question 32
0 out of 1 points
When the working group has agreed to a draft, it must invite industry-initiatives by
doing a public announcement in relevant media, collecting comments from those
interested, allowing ample time for returning comments

 Question 33
5 out of 5 points
When it comes to coordinating customer-facing activities, the level of
interconnectedness within companies and within value chains can be surprisingly
high. In the retail consumer packaged goods (CPG) industry, when a grocery store
chain changes its consumer promotion schedules, at least seven groups within a CPG
firm are impacted: sales, marketing, __________, warehouse, transportation,
manufacturing and finance

 Question 34
5 out of 5 points
Services can be distinguished from other activities based on their specific
characteristics, representing Lack of Ownership,__________ , Intangibility,
Perishability and Inseparability

 Question 35
5 out of 5 points
Large sites with CRM analytics are using this technique, known as ______, to
predict customer value and response to promotions.

 Question 36
5 out of 5 points
If a university sets up a web-based information system that faculty could access to
record student grades and to advise students, that would be an example of a/an

 Question 37
4 out of 4 points
At this point appropriate strategies are evolved which are customer-specific and that
lead to retention.

 Question 38
4 out of 4 points
 Is calender and scheduling a sales application

 Question 39
4 out of 4 points
A technique for strategic analysis involving review of level of Internet access in
target market is

 Question 40
4 out of 4 points
Difference between customers evaluation including all costs incurred and benefits is
called

 Question 41
2 out of 2 points
Any relationship stands on broad attributes

 Question 42
2 out of 2 points
Supplier should focus on __________ investment for customers who are identified
as profitable in the relationship.

 Question 43
2 out of 2 points
Record which is based on business customers past purchases, sales price and
volumes is classified as

 Question 44
2 out of 2 points
Despite of complexities and constraints, companies do not adopt measurement
frameworks which have acceptance in the market.

 Question 45
2 out of 2 points
With a ________ database, the company might increase its chances to acquire a
greater number of customers.

 Question 46
2 out of 2 points
CRM technology can help in

 Question 47
2 out of 2 points
Organizations may benefit from variety seeking behavior by____________.

 Question 48
2 out of 2 points
Customer retention is a method of converting ________ customer to a loyal
customer.

 Question 49
 2 out of 2 points
A communication plan have to be mentioned to understand an __________ courting
management.

 Question 50
0 out of 2 points
Forward engineering is not necessarily if an existing product is producing the correct
output

 Question 51
2 out of 2 points
For years, Shopper’s Stop has gathered records of each __________

 Question 52
2 out of 2 points
The _________ who will become a partner will become a profitable patron

 Question 53
2 out of 2 points
The decline segment  a possible ______ within the courting.

 Question 54
2 out of 2 points
Element of business that sells to business

 Question 55
2 out of 2 points
__________ is the basic platform of relationship formation

 Question 56
2 out of 2 points
which one of these are element of CRM?