How Well Do You Know About Customer Relationship Management?

10 Questions | Total Attempts: 126

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How Well Do You Know About Customer Relationship Management?

Customer Relationship Mangement means forming strategies and guidelines to manage a company's customer interactions. The main goal is to analyze and make informed decisions that improve the overall customer experience and boost the business. This quiz has been made to test your general knowledge of Customer Relations. So, let's try out the quiz. All the best!


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Questions and Answers
  • 1. 
    A designer's clients will include people from outside and inside the designer's organisation.
    • A. 

      TRUE

    • B. 

      FALSE

  • 2. 
    Suppliers of office equipment are also regarded as clients.
    • A. 

      TRUE

    • B. 

      FALSE

  • 3. 
    SLA stands for SERVICE LEVEL ARRANGEMENT.
    • A. 

      TRUE

    • B. 

      FALSE

  • 4. 
    Client relationships can be formal and informal.
    • A. 

      TRUE

    • B. 

      FALSE

  • 5. 
    Building long-term relationships with customers are essential for any business. The application of technology to achieve CRM is a key element of e-business but what does CRM stand for?
    • A. 

      Consumer relationship management

    • B. 

      Customer retailing management

    • C. 

      Customer resource management

    • D. 

      Customer relationship management

  • 6. 
    The four marketing activities within customer relationship management include customer selection, customer acquisition, customer retention, plus:
    • A. 

      Customer referrals

    • B. 

      Customer Up-sell

    • C. 

      Customer extension

    • D. 

      Customer cross-sell

    • E. 

      Customer re-sell

  • 7. 
    There are different techniques to both initiate and build relationships with customers by using a combination of online and offline techniques. What is the 'customer lifecycle' though?
    • A. 

      Techniques to encourage customers to increase their involvement with an organisation

    • B. 

      An approach to building and sustaining long-term business with a customer

    • C. 

      The stages each customer will go through in a long-term relationship with a supplier

    • D. 

      The answers above are all correct

  • 8. 
    Using digital communications technologies to maximise sales to existing customers and encourage continued usage on online services is known as:
    • A. 

      Sense and respond communications

    • B. 

      Mass customisation

    • C. 

      Personalisation

    • D. 

      Electronic customer relationship management

    • E. 

      Customer-centric marketing

  • 9. 
    Consumer values based on personality types are a form of what type of brand value?
    • A. 

      Core

    • B. 

      Functional

    • C. 

      Expressive

    • D. 

      Individual

  • 10. 
    What is not part of a marketing plan?
    • A. 

      Marketing mix

    • B. 

      Demand analysis

    • C. 

      Competitor analysis

    • D. 

      Government support