Customer Relationship Management Crm Set 2
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This set of Customer Relationship Management (CRM) Multiple Choice Questions & Answers (MCQs) focuses on Customer Relationship Management Crm Set 2
Q1 | Percentage or number of customers who move from one level to next level in buying decision process is called
- conversion rates
- marketing rates
- shopping rates
- loyalty rates
Q2 | Customized products and services for customers and interaction to individual customers are part of
- retailers management
- customer relationship management
- company relationship management
- supplier management
Q3 | Company's 'customer relationship capital' is another name of
- satisfied customers
- dissatisfied customers
- customer retention
- customer conversion
Q4 | Company's monetary, time and energy cost, all are included in
- total customer cost
- psychological cost
- personal benefits
- image benefits
Q5 | A person or company that yields a revenue more than incurred costs of selling and serving is called
- dissatisfaction
- superior value
- profitable customers
- satisfied customers
Q6 | Customers lifetime purchases that generate net present value of future profit streams is called
- customer lifetime value
- customer purchases value
- customer cost incurred
- customer relationships
Q7 | 'total customer benefits' includes
- product benefits
- services benefit
- image benefit
- all of above
Q8 | Programs designed for customers which is limited to any affinity group are classified as
- club membership programs
- royalty programs
- loyalty programs
- group membership programs
Q9 | First step in analysis of customer value is to
- identify customers value attributes
- assessing attributes importance
- assessing company\s performance
- assessing competitors performance
Q10 | Difference between customers evaluation including all costs incurred and benefits is called
- customer perceived value
- company market value
- customer affordability
- customer reliability
Q11 | Process of building, organizing and using databases of customers to build customer relationship is classified as
- database marketing
- customer database
- detailed database
- company database
Q12 | Perceived monetary value of all benefits which customers expect from a given product because of brand image is called
- total customer benefit
- total customer cost
- total economic cost
- total functional cost
Q13 | System includes all experiences while using market offering is classified as
- customer proposition
- value delivery system
- product proposition
- distinctive proposition
Q14 | Number of customers or potential customers who will help in company's growth is classified as
- customer base
- retailer base
- distributors base
- marketers base
Q15 | Any occasion on which brand or product is encountered by end customers is called
- customer touch point
- company touch point
- retailers touch point
- relationship touch point
Q16 | Technique which tries to identify real cost of serving an individual customer is called
- activity based accounting
- cost based accounting
- price based accounting
- turnover based accounting
Q17 | a) customer managed relationship
- b) data mining
- c) permission marketing
- d) one-to-one marketing
- e) batch processing