L2 Unit – 5 – Quiz

Which of the following should Wealth Managers have a clear view on, for CRM to work?

Which of the following CRM dominant characteristic is a core customer-centric business strategy that aims at winning and keeping profitable customers

Which of these is not a part of influence market ?

Which of the following is the last phase in CRM implementation ?

____________occurs when the customer is not fully sure that the product will do what is required.

The first step in the market segmentation process is to

Company’s “Customer Relationship Capital” is another name of

_____________offer a second-level indicator of advertisement effectiveness.

_______ are generally easier to break than structural bonds.

The main drawback of CRM is

Which of the following is not correct about Analytical CRM?

The core processes involved in paynes’s model include

______________are generated by existing, satisfied customers through their unpaid advocacy. Word-of mouth is recognized as powerfully persuasive because it is regarded as being independent and unpaid.

_________are attributes and variables that can significantly impact business outcomes.

Conspire with competitors to restrain competitive behaviour is known as

The individual investor’s optimal portfolio is designated by

Which of the following is not a CRM industry best practice?

“_____________ is the process of establishing and maintaining business-related personal relationships.”

____________ are found in positive interpersonal relationships between people on both sides of the customer-manager equation.

In buyer decision process, percentage of potential customers in a given target market is called

What type of organizations can benefit from CRM?
I) Small and medium-sized companies
II) Corporations, associations
III) Internet-based retailers, fund-raising organizations

The model’s authors prefer to describe their model as a customer management model, omitting the word ‘relationship’. At the heart of the model they depict a series of activities that companies need to perform in order to acquire and retain customers. The model features people performing processes and using technology to assist in those activities. This model is

Which of the following are useful in customer portfolio management?
I) Market Segmentation
II) Sales Forecasting
III) Activity-based Costing
IV) Customer Lifetime Value Estimation

Which of the following attributes of CRM influence Customer Experience?
I) Usability – ease with which CRM application is used
II) Flexibility – alternatives available to the user at any given time
III) Performance – Response times, integration process, online user experience
IV) Cost – Financial resource spent to set up CRM

A business network is made up of
I) Nodal Companies
II) Organizations
III) Individuals
IV) The relationships between them