CRM For Pgrm Students Of Asbm

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| By Dibyendu007
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Dibyendu007
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Quizzes Created: 2 | Total Attempts: 13,048
Questions: 5 | Attempts: 160

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CRM Quizzes & Trivia

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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

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