You can study Customer relationship management mcq set 3 for your assignment and exam. View all mcq and quiz of CRM
QN121. —- occurs when the customer stops buying or using the services.
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Ans: Exit
QN122. —- represents complaints
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Ans: Voice
QN123. Industry estimates say that generally businesses receive complaints from only about—- of dissatisfied customers.
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Ans: five percent
QN124. —- is a value-added service that is appreciated, remembered and talked about by consumers.
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Ans: Effective complaint handling
QN125. —- initiatives are mechanisms, approaches and techniques merchants use to increase customer satisfaction with their products and services.
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Ans: Customer Complaint Management (CCM)
QN126. Services are consumed by —-
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Ans: individuals
QN127. —- happens with the customer present, creating a very different and challenging dynamic.
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Ans: Service production
QN128. —- in service businesses is about who you are as much as what you say about yourself.
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Ans: Brand
QN129. —- swings between revenue and work overflow, and revenue and work drought.
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Ans: Services Revenue Rollercoaster-wide
QN130. The—- factor prevents a service marketer from storing his offers.
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Ans: perishability
QN131. A retail store has—- crowds during evenings and —- in the afternoons.
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Ans: peak-time, slack times
QN132. e-CRM is integration between the traditional CRM and —-
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Ans: e-Business application
QN133. —- is different from traditional concept of customer service.
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Ans: e-CRM
QN134. —- used to establish identity is based upon an object called digital certificate.
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Ans: Digital Certification
QN135. —- drive the pure Internet CRM applications.
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Ans: Application servers
QN136. A company should evaluate—- along with various customer touch-point-channels.
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Ans: customer interactions
QN137. A Company should compare—- against actual returns, through customer analytical reporting.
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Ans: anticipated ROI
QN138. e-CRM provides the means to measure —-
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Ans: communications efforts
QN139. —-enables companies to target their customer investments in an optimal fashion across all channels.
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Ans: Effective measurement
QN140. —- refers to automating all the actions related to sales of an organization or business.
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Ans: Sales force automation
QN141. PAIRS model is given —-
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Ans: Parasuraman and Day
QN142. Call Plan model is given by —-
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Ans: Lodish
QN143. —- typically have fewer customers and smaller product ranges which they will sell to intermediaries in the consumer distribution chain rather than directly to an end consumer.
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Ans: B2B organisations
QN144. In a B2B environment it is necessary to have a —- that provides for the concepts of Accounts and Contacts.
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Ans: database
QN145. Virtually every CRM system is built on relational data base technology which makes it easy to establish the —-
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Ans: supply chain relationships
QN146. —- is moving beyond traditional trade shows or customer conferences.
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Ans: B2B event marketing
QN147. In the past, —- has been applied to help improve business operations.
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Ans: information technology
QN148. —- a structured, measured set of activities designed to produce a specified output for a particular customer or market.
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Ans: process
QN149. —- is the newest quality management program which helps companies increase both customer satisfaction and financial benefits.
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Ans: Six Sigma
QN150. —- characteristics can be translated into metrics which are then used to define the goal of a project, to monitor its progress, and to evaluate its outcomes
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Ans: Critical-to-customer
QN151. There are two strategies of business success and these are: —- and —-
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Ans: Employee satisfaction, Customer satisfaction
QN152. When business grows and the company reaches the maturity stage of its life cycle, it is common to find satisfied —- but dissatisfied —-
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Ans: employees, customers
QN153. Lack of customer focus, especially at the —- stage of the life cycle, creates a significant negative impact on the company’s profits and growth performance.
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Ans: maturity
QN154. Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding —-
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Answer: Customer relation
QN155. The concept of customer relationship management as a co-operative and collaborative process is mutual value creation on the part of the —- and customer.
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Answer: Marketers
QN156. Customer —- is the key element of CRM.
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Answer: Satisfaction
QN157. Mass Marketing is a —- in which a firm decides to ignore market segment differences and go after the whole market with one offer.
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Answer: Market coverage strategy
QN158. Mass marketing or undifferentiated marketing has its origins in the —- with the inception of mass radio use.
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Answer: 1920’s
QN159. The elaboration of TQM is —-
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Answer: Total quality management
QN160. —- is a process for managing quality; it must be a continuous way of life; a philosophy of perpetual improvement in everything we do.
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Answer: TQM
