You can study Customer relationship management mcq set 5 for your assignment and exam preparation. View all mcq and quiz of CRM
QN161. The full form of E-CRM is —-
Answer
Answer: Electronic- customer relationship management
QN162. —- was the key concept of Armand Feigenbaum’s 1951 book, Quality Control: Principles, Practice, and Administration.
Answer
Answer: Total quality control
QN163. The data gathered as a part of CRM must consider —- and —-
Answer
Answer: Customer privacy and data security
QN164. Customers expect efficiency in —-
Answer
Answer: Services
QN165. The theories of CRM tell us that the customers are always —-
Answer
Answer: Right
QN166. The first model component of CRM architecture is —-
Answer
Answer: Functional
QN167. There are —- types of technological components of CRM.
Answer
Answer: Three
QN168. Departmental model is possible for —- size of organizations.
Answer
Answer: All
QN169. —- is the capture, storage, extraction, processing, interpretation and recording customer data to the user.
Answer
Answer: Analytical CRM
QN170. —- is any CRM function that provides a point of interaction between customer and the channel itself.
Answer
Answer: Collaborative CRM
QN171. Product quality, service quality, price, and image shape a customer’s perception of —-
Answer
Answer: Value
QN172. The growth matrix of the customer value includes —- combinations.
Answer
Answer: Four
QN173. The first combination of customer value growth matrix is —-
Answer
Answer: Existing product & existing customer
QN174. The last combination of customer value growth matrix is —-
Answer
Answer: New product & new customer
QN175. We define —- as the perceived worth in monetary units of the set of economic, technical, service and social benefits received by a customer firm in exchange for the price paid for a product offering.
Answer
Answer: Value in business markets
QN176. —- is performing activities that increase the value of goods or services to consumers.
Answer
Answer: Value creation
QN177. The ultimate goal of value creation is —-
Answer
Answer: Innovation
QN178. —- —-, —- is the process of using intellectual capital to create new products or services that generate positive business results in the form of financial returns.
Answer
Answer: Value creation innovation
QN179. Companies can create shared value opportunities in —- ways.
Answer
Answer: Three
QN180. Creating Shared Value is a business concept first introduced in —- article Strategy & Society: The Link between Competitive Advantage and Corporate Social Responsibility.
Answer
Answer: Harvard business review
QN181. Full form of CPM is —-
Answer
Answer: Customers Profitability Management
QN182. Full form of ROI is —-
Answer
Answer: Return on Investment
QN183. Data mining provides better understanding of —-
Answer
Answer: Consumer Behaviour
QN184. —- means effectively assessing the value of particular customers.
Answer
Answer: Grading
QN185. Full form of ABM is —-
Answer
Answer: Activity-based management
QN186. —- is related to a customer’s perception of the price, quality, and convenience of purchasing products or services.
Answer
Answer: Value equity
QN187. The concept of customer value represents the link between the customer as the —- with regard to a company’s revenue and the internal processes representing the costs of a company.
Answer
Answer: External factor
QN188. Sales revenue – cost of production/provision = —-
Answer
Answer: Base profit
QN189. There are —- steps in ABC costing process
Answer
Answer: Five
QN190. ABC is often used by telecommunications companies to improve customer —-
Answer
Answer: Profitability
QN191. —- is concerned with how profit is determined by sales volume, sales price, variable expenses, and fixed expenses.
Answer
Answer: CVP analysis
QN192. Consumer complaint behaviour is also known as —-
Answer
Answer: Consumer complaint responses
QN193. Complaint has impact on the —- by the customer.
Answer
Answer: Defection intention
QN194. Consumer complaint behaviour is a —- process
Answer
Answer: Distinct
QN195. —- is the measure of the extent to which fixed costs are being used in an organization.
Answer
Answer: Operating leverage
QN196. —- is the activity that a selling organization undertakes in order to reduce customer defections.
Answer
Answer: Customers retention
QN197. Customer delight = —-
Answer
Answer: P>E
QN198. Full form of SFA is —-
Answer
Answer: Sales Force Automation
QN199. Full form of GAMP is —-
Answer
Answer: Global Account Management Program
QN200. The third component of customer loyalty model is —-
Answer
Answer: Trust
