Customer Relationship Management Multiple Choice Questions1. The ___ is the most commonly used enabling technology in tackling integration issues. 2. Integrated open standards-based architecture facilitates CICs to deliver immediate feedback across mediums that provide outstanding customer service. (True/ False) 3.
The main objective of customer service is to have an integrated multichannel and multi-device communication. (True/ False) 4. What provide insight and intelligence necessary to customize messages, product offers, and service according to individual customer needs? 5. ___ involves the process of generating awareness in a prospective customer and converting that customer into an
actual customer who buys the products. 6. In larger companies, sales and operations communicate routinely and decisions that integrate the knowledge of both the market and operations happen naturally. (True/False) 7. In an organization, which department is responsible for generating leads? 8. ___ is the art of dealing with customer response and feedback via numerous communication channels available. 9. Give the names of a few communication channels to receive customer feedback. 10. ___ is used widely for targeting a large segment of customers, keen on receiving messages on the move. 11. Which of the following response media provides the three different service models of ‘Immediate Assistance’, ‘Deferred Assistance’ and ‘Engaging’ with the company via self-service. 12. CTI combines the functions of the ___ and the ___. 13. If the calling party’s number is not in the database, CTI rejects the call. (True/False) 14. ___ allows customers to solve their problems quickly and easily by interactive mediums. 15. The best way to retain customers is through ___ and ___. 16. In Customer Interaction Centers, customers get different levels of service depending on the method of contact used with the organization (e-mail, phone, fax, or online chat). (True/False) 17. It is important to provide customers with a particular point of contact and access to the combined skills and resources of the entire company. (True/False) 18. With ___, an organization can make full use of all its customer interactions, giving it a significant competitive advantage in the drive for personalization. 19. ___ ___ is a telecommunication tool that effectively routes and distributes incoming calls in an even way to a specific group of people. 20. ___ is a technology that computerizes interactions with telephone callers. 21. Programs that manage, control, reply and respond to the telephone calls on the IVR
platform are known as IVR applications. ( True/False) 22. ___ is the process of captivating verbal words as an input to a computer program. 23. ___ is a kind of speech production application. It translates standard language text into speech. (Pick the right option) 24. Verbal communication consists of two components ___ and ___. 25. Through CTI a company can provide service to its customers for ___ hours. 26. CTI requires the customers to re-state their identity to a new agent. (True/False) 27. ____ of the customer is maintained in CTI by providing secured access. 28. ___ and ___ are the two call control types of CTI. 29. TAPI stands for ___ and exists between the ___ and ___. 30. ___ and ___ are the popular PC telephony applications with CTI. 31. ___ is the API for media binding in CTI. (Pick the right option) 32. In Web-enabled CTI, interactions with customers is through the___. (Pick the right option) 33. ___ service offered through Web-enabled CTI saves money on printing and mailing. 34. The first unit to which an incoming call lands in a CTI is ___. 35. The ____ system provides the tools needed to optimally manage incoming calls. 36.
When the agent is unavailable the call centre shuts down. (True/False) 37. Responses are ___ in an IVRS. 38. Digital voice recording is the function of ___ unit. 39. Cumulative time spent on a project is reduced for a company investing in CTI.
(True/False) 40. Operators in call centres are also called ___. 41. The kick-off meeting is the place where all the project stakeholders get acquainted. (True/False) 42. In the kick-off meeting, responsibility is assigned to various team members from the ___. 43.
Requirements gathering is always company-centric. (True/False) 44. Discussions are held with all the ___ of the company during requirements gathering. (Pick the right option) 45. Requirements gathering reduce ___ and ___ overruns. 46. The output from the requirements stage of CRM implementation is ___. 47. A scoping and prioritizing activity ensures that ___ are targeted towards a common delivery. 48. Component complexity arises due to the relationships between the functional processes. (True/False) 49. ___ is the input to the scoping and prioritizing stage of CRM implementation. (Pick the right option) 50. Proper scoping of a project helps to reduce and mitigate risks. (True/False) 51. Project management is the first step in designing a CRM project. (True/False) 52. Project planning involves breaking up of requirements specifications into ___. 53. ___ outlines the interactions between a user and an application. (Pick the right
option) 54. Pre-implementation stage is a CRM ___ assessment stage. 55. Top management commitment is one of the organizational critical success factors. (True/False) 56. Before the implementation of
CRM, it is necessary to obtain the commitment of the ___. 57. CRM implementation should be done in a single phase. (True/False) 58. CRM strategy should be in line with the company’s ___ strategy. 59. The different types of prototype models are ___, ___ and ___. 60. The major output from a prototype demo is ___. 61. eCRM is much more than Internet access for CRM. (True/False) 62. eCRM provides a ___ view of the customer. 63. Prototyping plugs the gap between ___ and ___. 64. Prototyping is a joint activity between ___ and ___. 65. ___ generations is done after prototyping. (Pick the right option) 66. Customization is a process of ___ the CRM solution. (Pick the right option). 67. The size of a project is determined by ___, ___ and ___. 68. Match the following 69. ___ analysis is done to evaluate technical specifications and the functions of the CRM solution. 70. Workflow and rule changes during customization affect the ___ and ___. 71. Experienced end users are also called ___. 72. Customization is the beginning of the ___ transfer stage from the vendor to the customer. 73. ___ document maps old data fields with new data fields. 74. Integrating the CRM solution with other ___ is a challenging exercise. 75. The very first
training one gets after installation of software is called___. 76. The staff of the company who maintains software systems is given ___ training. (Pick the right option) 77. ___ training enables a person to get trained at the
person’s convenience. 78. Vertical rollout is suitable for ___ organizations. 79. ___ is a major issue in data porting between central and remote locations. 80. The financial benefit a company gets at the end of CRM deployment is ___. 81. CRM is a
business philosophy that aims at maximizing ___ in the long run. 82. Contacts with a customer can be managed by phone, fax and e-mail. (True/False) 83. According to ___, CRM is an iterative process that turns customer information into positive customer relations. 84. In the 1980s, the emergence of ___ marketing took place. 85. CRM helped in increasing customer satisfaction from order to end product. (True/False) 86. Although ___ was developed as a Linux program, it is compatible with Windows. (Pick the right options) 87. A CRM system stores comprehensive information of a customer in a centralized way which is accessible anytime. (True/False) 88. A successful CRM increases production and profit throughout the ___. 89. CRM understands the ___ and the capability to create an action plan for the staff working in the various segments. 90. Companies that are using ___ are raising the level of personalization. 91. Operational CRM has developed into two variants namely eCRM and mCRM. (True/False) 92. The main goal of ___ is to enable two-way continuous interactivity between the customer and the company. 93. The objective of data mining is to detect ‘known’ relationships among data. (True/False) 94. Which of the following options includes relationship management with external stakeholders in the value chain? 95. The tools of
technology are Information Technology and Knowledge Management. (True/False) 96. ___ are important to develop and evaluate the results of marketing interactions. (Pick the right option) 97. The result of the comparison between customer’s expectation and customer’s perception
is ___. 98. Measuring customer satisfaction requires a set of activities such as preparing questionnaires, conducting surveys, and analyzing the results. (True/False) 99. ___ means customer’s belief related to products or services received or experienced. 100. CRM system generates ___ throughout interactions on
different channels. 101. There are three phases of customer interaction. (True/False) 102. ___ is the translation of customers’ strategies into rules. Answer: Context 103. Integrated view of the customer provides a connection between customer interaction channels and customer strategy. (True/False) Answer: True 104. In ___, active management and assessment of products and services take place. (Pick the right option) 105. CRM ___ combines the information of the customer that flows through different departments and customer channels. 106. Salesforce automation helps automate some processes that are associated with services. (True/False) 107. The ___ of CRM deals with communication between companies and their customers. (Pick the right option) 108. Technology plays a vital role in managing ___. 109. SFA ensures ___ and helps to increase the revenues by making better decisions. 110. SFA enables collaboration and improves communication in the sales team. (True/False) 111. ___ enables wireless or wired data synchronization between enterprise systems and mobile devices. 112. Docking synchronization is done once a day and it is primarily used to retrieve basic information like addresses, phone numbers, etc. (True/False) 113. Which one of the following options is the correct benefit of
SFA? 114. Features like strong ___, easier integration, and better end-user experience are included in SFA. 115. Which of the
following features of SFA helps to integrate financial functionality of the back and front office of an organization? 116. Dashboards provide immediate access to a real-time view of sales data. (True/False) 117. A 360-degree view of each lead, customer and account
can be developed through a medium of ___ in an organization. 118. Opportunity management functionality of SFA helps to manage multichannel interactions. (True/False) 119. Which of the following options is linked to order management? 120. ___ and sharing of information are enabled in SFA to improve the organization. 121. If ___ is not done regularly, organizations may find it
very expensive to manage data. 122. It is essential that marketing managers or team leaders have monthly access to the SFA system. (True/False) 123. Most of the SFA systems have default lead and opportunity stages, accounts and contacts fields, reports and dashboards. (True/False) 124. The entire sales pipeline is affected by ___ reporting. 125. Conflicts of data should be reconciled at the record level rather than at the field level. (True/False) 126. An efficient synchronization system must: (Choose the false
option) 127. During synchronization, to avoid database errors, the system should apply only those files that are complete. (True/False) 128. Use of ___ help to supplement sales efforts and provide fast data
amidst a busy business schedule. 129. Reporting engine pulls out information from multiple sources to produce reports. (True/False) 130. Name two industries that use tools to provide product-specific configuration support to build products for their customers. 131. ___ is part of customer
automation and part of sales force automation. 132. EMA is designed to ___ the processes like designing, implementing and analyzing direct marketing campaigns which are sophisticated in nature. 313. The main objective of EMA is to fasten the cycle of the direct marketing campaign. (True/False) 134. Which among
the following is defined as an ability to track and respond to clients in an individualized manner? a) Personalization 135. Personalization is done by analyzing each customer’s past contacts and behaviour. (True/False) 136. Outbound e-mail management helps organizations to handle inbound queries raised by
customers. 137. The ___ e-mail management is totally considered as a service-oriented activity. 138. ___ helps the organizations to form and perform permission-based marketing campaigns. 139.
Enterprise Marketing Automation helps in improving marketing effectiveness and efficiencies by planning, testing, and executing ___. 140. EMA software helps an organization to pick up the contact details from multiple sources in ___ form. 141. De-duping helps to make only one entry per customer. (True/False) 142. It is
important to store the list generated for a particular campaign in the database. (True/False) 143. A ___ is successful and effective if there are careful research and a well-planned design that focuses on the details and implementation of the campaign. 144. Which among the following is a major part of applications and techniques that helps in gathering, storing, analyzing, and
accessing the data? 145. A business analytical application automates the process of ___ and generally carries out a part of the decision-making activities of a human being. 146. Financial modelling, budgeting, resource allocation, and competitive intelligence are some of the
advanced applications of BA. (True/False) 147. The process of analyzing and extracting the important information from a pile of collected data is defined as___. 148. Visualization or data visualization is a ___ tool that helps in interpreting data using visuals or images. 149. DSS are highly helpful in
identifying the relationship between trends. (True/False) 150. In ___, devices connect directly and synchronize with their owners’ data on a PC. (Pick the right option) 151. An efficient synchronization system is a system that is successful in sending ___ amount of data to remote users. 152. ___ is the latest, new generation direct marketing software that helps marketers to automate their marketing activities. 152. Integrated marketing strategy aims at unifying different marketing methods.
(True/False) 153. Indirect communication channels promote sales whereas direct communication channels promote sales and improve the ___. 154. Name two direct communication channels. Customer Relationship Management Objective Questions with Answers Pdf Download |
Perception means customers belief related to products or services received or experienced
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