Customer Relationship Management

1. Customer Relationship Management is about

A. acquiring the right customer

B. instituting the best processes

C. motivating employees

D. all of the above

D. all of the above

2. CRM technology can help in

A. designing direct marketing efforts

B. developing new pricing models

C. processing transactions faster

D. all of the above

D. all of the above

3. A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.

A. customer database

B. customer mailing list

C. business database

D. none of the above

A. customer database

4. _______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.

A. data mining

B. data survey

C. crm

D. none of the above

A. data mining

5. The main drawback of CRM is

A. implementing crm before creating a customer strategy

B. rolling out crm before changing the organization to match

C. stalking, not wooing, customers

D. all of the above

D. all of the above

Customer Relationship Management

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