CRM For PGRM Students Of ASBM

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| By Dibyendu007

Dibyendu007

Community Contributor

Quizzes Created: 2 | Total Attempts: 13,169

Questions: 5 | Attempts: 160 | Updated: Mar 21, 2023

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These questions set tracks time and your IP, make sure you don't repeat this test and don't take more than 30 min to complete. Once completed submit and ask your other friends to take this tests. The timing of the test is valid till 19th of Nov 11.00am. The answers won't be evaluated for the students who's spending more than 30 min and submitting after the stipulated time.

Questions and Answers

1.

The acronym CRM stands for:
- A.
  
  Consumer Relationship Marketing
- B.
  
  Customer Relationship Management
- C.
  
  Customer Relations and Marketing
- D.
  
  Continuous Relationship Management
- E.
  
  None of the above
Correct Answer
B. Customer Relationship Management

Explanation
CRM stands for Customer Relationship Management. It is a strategy that focuses on managing and improving relationships with customers. CRM involves collecting and analyzing customer data to understand their needs and preferences, and using that information to provide personalized and targeted marketing, sales, and customer service. The goal of CRM is to build long-term relationships with customers, increase customer satisfaction and loyalty, and ultimately drive business growth.

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2.

CCCs do not handle:
- A.
  
  Incoming telephone calls
- B.
  
  E-mail
- C.
  
  Web communication
- D.
  
  Written interactions with customer
- E.
  
  CRMs
Correct Answer
E. CRMs

Explanation
CRMs (Customer Relationship Management systems) are not responsible for handling incoming telephone calls, email, web communication, or written interactions with customers. CRMs are primarily used to manage and analyze customer data, track customer interactions, and improve customer relationships. While they may integrate with other communication channels, such as email or web chat, they are not designed to handle these channels directly. Instead, CRMs focus on organizing and managing customer information to enhance customer service and sales processes.

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3.

The person most likely working in a CCC is a
- A.
  
  Marketing planner
- B.
  
  Marketing Researcher
- C.
  
  CSR
- D.
  
  Logistics specialist
- E.
  
  None of the above
Correct Answer
C. CSR

Explanation
The person most likely working in a CCC is a CSR (Customer Service Representative). A CCC (Customer Contact Center) is a facility where customer inquiries, complaints, and requests are handled. CSR's are responsible for providing assistance and support to customers, addressing their concerns, and ensuring customer satisfaction. They play a crucial role in maintaining positive customer relationships and resolving issues effectively. Therefore, it is highly likely that a CSR would be working in a CCC.

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4.

Customer Touch points are:
- A.
  
  Any point of contact that a customer or prospect has with a company
- B.
  
  Phone inquiries
- C.
  
  E-mail inquiries
- D.
  
  Merchandise return desks
- E.
  
  All of the above
Correct Answer
E. All of the above

Explanation
Customer touch points refer to any point of contact that a customer or prospect has with a company. This includes phone inquiries, e-mail inquiries, and merchandise return desks. All of these interactions provide opportunities for the company to engage with customers and create a positive experience. By considering all of these touch points, a company can ensure that they are effectively meeting the needs and expectations of their customers.

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5.

A data warehouse is:
- A.
  
  The repository for all relevant customer and prospect information
- B.
  
  An older form of a data mart
- C.
  
  A fulfillment center
- D.
  
  A collection of logistical, analytical, and heuristic models
- E.
  
  All of the above
Correct Answer
A. The repository for all relevant customer and prospect information

Explanation
A data warehouse is a centralized storage system that holds all relevant customer and prospect information. It is designed to support analytical reporting and data analysis. Unlike a data mart, which focuses on a specific area or department, a data warehouse encompasses all relevant data across the organization. It is not a fulfillment center or a collection of models. Therefore, the correct answer is that a data warehouse is the repository for all relevant customer and prospect information.

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Current Version
Mar 21, 2023

Quiz Edited by
ProProfs Editorial Team
Nov 17, 2009

Quiz Created by
Dibyendu007

CRM For Pgrm Students Of Asbm

The acronym CRM stands for:

CCCs do not handle:

The person most likely working in a CCC is a

Customer Touch points are:

A data warehouse is: