Advanced CRM1. Analytical CRM is often implemented under the
premise of helping you determine what other products and services
you can sell to your customers. True2. Match the following:A record
verbal message to callersannouncement
A lost callabandoned call
A telephone network that passes the number of the phone to the
callerautomatic number identification
A step by step diagram of the processflow chart
3. Do not overemphasize on cost cutting.4. Services which help
users find and access portal content: Access Services5. Extended
search capability helps to search repositories or even other search
engines.6. Only the top management commitment be sufficient for the
organisation to take up CEM culture. False7. The three key concepts
of CRM includes: Acquisition; Retention; Partnering8. CLV=average
annual purchase by a customer X no. of active purchasing year.
True9. Which one is an important issue while a call centre:
planning for the failure of equipment; need for flexibility of meal
time; staff turnover10. CEM is needed in every department of a
company.11. Many times the competition is too stiff because:
product technology is too simple12. A customer will only repurchase
a product or services from you because of previous experience.13.
Technologies used at call centres are: voice analysis; voice
recognition; voice recording14. Objectives of CRM: greater customer
loyalty; integration of customer touch points15. Predictive dialing
is a computer software that attempts to predict the time taken by
an agent to help the caller.16. Match the following:DelayQueue
time
GatewayA server for providing access to a
Handling timeCost of delay
MonitoringService observing
17. For CRM do not fall to drive post-measurement
improvement.18. A centralized office used for the purpose for
receiving and transmitting a large volume of request by phone is
called: Call Centre19. Every customer facing a system is a CRM
system. True20. Companies must provide customers: greater access to
information21. Analytical CRM is a consistent suite for analytical
applications that help you measure, predict and optimize customer
relationships.22. Challenges in integrating CRM: data formats;
changing infrastructure; heterogeneous systems23. Operational CRM
applications are: not quite the opposite of analytical tool24.
Companys official web site can provide: 24x7 access to critical
information; 40-50 FAQs; flexibility to technical services dept.25.
SFA is only about deployment of laptops. False26. Analytical
capabilities in CRM are in the form of: channel effectiveness;
customer satisfaction27. In CRM, selection of customer: becomes
very crucial28. It is important to register all the complaints and
not only those you think are important at a particular point of
time. True29. Which of these is not subset of CRM: purchase
recommendation engines and real time content customization engines;
selling recommendation engines and real time content customization
engines;30. Formulate analytical results for marketing purpose.31.
Multi-tier support system leads to: a more efficient handling of
calls32. A CRM vendor may help a firm to define need: based on the
firms product33. Examples of touch points are: Telephone, Fax,
Email34. Customer relationship portfolio cannot be made without:
customer lifetime value35. In order to achieve success in CRM:
develop a vision; develop a clearly targeted plan; develop a
culture36. If implemented effectively, analytical CRM can help
organisations to achieve maximum RIO by increasing revenue and
decreasing cost.37. Providing adequate training to end users is
critical to the success of CRM. True38. It is important to look at
the customers priorities and let the customer define the standards.
True39. Customization is the most costly and time consuming
component of CRM implementation.40. Analytical customer
relationship management may be defined as a decision support
system.41. Following are the steps to a profitable customer
relationship: know your customer satisfaction; know your customer
behaviour; know your customer portfolio42. SOFA solutions should
first and foremost to strive to provide the maximum value to the
end user. True43. Portal must have interactive mechanism for users:
to know business contents44. Successful analytical CRM solution
also integrates customer data. True45. The three things quoted by
Stephen Page in his definition of marketing; Identification;
Stimulation; Satisfaction46. The first step of SFA is: setting of
objectives47. Apart from your employees, your customers are the
ones you need to consult while designing a complaint handling
system.48. People do not want a 1/2" drill but a 1/2 hole has been
quoted by: Philip Kotler49. Cross-selling opportunities exist when
some: products typically are bought together50. When customers
approach the senior official for the concern, it is called
escalation.51. Marketing says that people do not buy products, they
purchase benefits. True52. Important aspects of complaints are: to
put the customer in control; take responsibility; hire the right
people53. Prioritization of calls determines the level of the
quality of service.54. SFA helps in achieving both tangible and
intangible benefits.55. Match the following:capable of being
protected from attackdefensible
comprehend somethingsavvy
crucial pointcrux
ROIreturn on investment
56. CRM is all about: interactive communication57. Critical
success factors for CRM are: align business and IT operations; let
business goals drive functionality; measure, monitor and track58.
Companies struggle to remain competitive: with accelerating pace of
changes; with shrinking product life cycle59. Definition of CEM
given by Collin Shaw and John Ivens tells us about: blend of
companys physical performance; customer expectations60. Company
agents around the world can: handle local sales; do marketing
efforts; do customer maintenance61. Factors considered while
selecting the right people in order to create the right experience:
select the right candidate; train them in technical and functional
areas; empower them62. Emotional intelligence refers to the
capacity for recognizing our own feelings and those of others.63.
Operational CRM is indispensable because: it empowers sales staff;
efficiently survey customers; synchronizes customer interaction
across all channels64. Operational CRM application provides the
business user with comprehensive aggregate reporting and analysis
capabilities. True65. Take analysis into account during
customer-oriented planning.66. Many times the competition is too
stiff because: product technology is too simple67. Database
management is a fundamental of CRM. True68. Companies prefer, tried
& true approach of: rolling out CRM software in-house69.
Leveraging out of box functionality leads to minimizing
customization. True70. The system development and support of CRM
applications should be closely coordinated. True71. Which of the
analytical CRM would not help an organisation to perform better:
managers would not give detailed reporting of ongoing
initiatives72. CRM is about customer care and not just customer
service. True73. Cross-selling opportunities exist when some:
products typically are sold together74. Match the following:conduct
of business on internete-Business
plain or dullvanilla
to alter something in order to fit somebodys
requirementcustomization
parts or aspects that are unrelatedheterogeneous
75. Emotional intelligence involves: self awareness; empathy;
social skills76. SFA is a link in developing the: mutual benefit
inherent of CRM77. Call centre facility gives competitive
advantages.78. Call centres should not dish out: a scripted reply
to customer queries79. Lengthening customer relationship is by:
targeting existing resources; strengthening relationship
foundation; focusing on specific customers80. Inbound calls are
typical telemarketing calls. False81. Access service enforces
security rules of an organisation for external and internal
users.82. Implementing an operational CRM solution empowers the
entire customer facing organisation to manage their customer
relationships more effectively.83. Customers believe that a good
product or service and a fair treatment is their right.84. Sales
force automation: helps company to get customer retention and
increase profits; customer get better information about products
and services; fast response to their queries85. SFA tools
integrated with CRM helps in finding: revenue per sales person;
average sale cycle; turnover rate86. Most products require
traditional services.87. SFA is important to CRM in: reduction in
cost of selling; easy availability of customer information; meeting
increased customer expectations88. Database management is backbone
of CRM.89. Customer retention is the result of continuous customer
satisfaction. True90. One advantage of hosted solutions: speedy
implementation time91. CBA stands for: customer based accounting92.
SFA is link in developing the: mutual benefit inherent of CRM93.
Collaboration services allow portal users to communicate with each
such as web chats and instant messaging.94. The goal of analytical
CRM should not be to develop insight into your customers needs.
False95. CRM is about developing customer centric approach.96.
Deploying the tool to management and expecting them to embrace it
immediately, one sets up for: failure97. Successful SFA yields:
better control over sales team98. CEM is an individuals or an
individual departments job. False99. A contact centre is a touch
and go relationship. True100. Complaints are the definite
indicators of how much your organisation considers itself
accountable for the customers. True101. Sales and service work
closely with customers.102. More and more organisations are turning
to which solutions for revenue growth? CRM103. Match the
following:conjunctionthe act of joining two or more
legacyassociated with something that
personal digital assistantsusually pen-based computer
encompassedto include a wide range
104. In CRM, selection of customer: becomes very crucial105.
Technologies at call centres include: BTTC; CTI; TTS106. Successful
implementation of CRM is the key to success.107. Buyers prefer to
weigh various alternatives.108. Retention is only possible when the
customer is: satisfied109. Buyer-seller relationship is the basis
of building business.110. CRM is losses a major advantage of
building a meaningful relation with the customer by: not getting
the complaints; ineffective handling of complaints111. Employ
experienced operators for call centres.112. International marketing
is about applying marketing concepts to your own: employees113. SFA
helps in enhancing sales productivity.114. Faster and less risky
CRM implementation need: proper use to methodology; reuse of
knowledge; effective use of components115. Company must conduct
site-visit analysis for CRM.116. Common reason for CRM failure are:
no success measure and no accountability; tendency to push work to
the customer; political friction within the organisation stifles
the sharing of customer information117. Introduce simple contact
management.118. Many people do not complain as: they dont find it
worth the time and effort; they do not know how to do it; it will
not change anything119. A distributed call centre that acts as a
single side for call handling and reporting purpose is: uniform
call distributor120. Today, companies need to: analyse performance
of relationships; uncover trends in customer behaviour; understand
true value of customer121. Outbound calls are made by the
employees.122. In CEM, the customer doesnt remain an outsider who
is at the receiving end. True123. Decision to implement CEM in an
organisation depends mainly on two factors, which are: top
management; people in the organisation124. Sales force must balance
resources on serving: current & prospecting clients125. The
evoked emotions are intuitively measured: against customer
expectations126. In order to give customer true control one: needs
to have trust on customers; needs to believe customers; needs to
have positive approach127. Customer loyalty is created by: customer
satisfaction; exceeding customer requirements; satisfaction on
continual basis128. Match the following:service levelTSF
trunk loaddelay & talk time
voice processingautomated attendant
voice response unitIVR and ARU
129. Technology is a conduit for the: meaningful dialogue with
customer130. What is to business what a compass is to the
navigator? Strategy131. A contact centre is one which conducts all
the activities of a call centre and also handle letter, faxes and
email. True132. The customer is at the core of CRM. True133.
Analytical CRM includes a sound analytical infrastructure that
allows you to gather all the relevant information about your
customers and organize it constituently. True134. A contact centre
is used to fulfill CRM objectives like: greater customer loyalty;
personal attention; reduced call transfers135. Traditionally
talking to customers is the: expertise usually found with sales;
expertise usually found with services136. Well addressed complaints
help the organisation in building long term relationship with the
customers. True137. Analytical CRM is both, a technology and a
concept. True138. CRM aims at developing: long term
relationships139. Good complaints-handling procedure puts the
customer at the centre of your organisation.140. Touch point is the
customer contact point with the organisation.141. The main purpose
of CRM is: customer retention142. Customer experience management is
a group activity.143. Critical success factors for CRM are: align
business and IT operations; let business goals drive functionality;
measure, monitor and track144. Important aspects of complaints are:
to put the customer in control; take responsibility; hire the right
people145. The goal of analytical CRM should not be to develop
insight into your customers needs. False 146. Marketer as a CRM
initiator learns about clients through: sales forces automation147.
A customer will only repurchase a product or services from you
because of previous experience.148. Complaints are the definite
indicators of how much your organisation considers itself
accountable for the customers. True149. Successful SFA yields:
better control over sales team150. A low cost product or service
must: assure client about expected quality; no compromise on
performance; ensure that customer is totally happy151. Factors
considered while selecting the right people in order to create the
right experience: select the right candidate; train them in
technical and functional areas; empower them152. Emotional
intelligence refers to the capacity for recognizing our own
feelings and those of others.153. The first step of SFA is: selling
of objectives154. Interaction with workflow product is done by:
using internet facility; using voice mail; using PDA facility155.
CIC gives valuable input to the organisation.156. Providing
adequate training to end users is critical to the success of CRM.
True157. According to Stephen Page, the definition of marketing is
= identification, stimulation and satisfaction of customers need at
profit.158. Manages the transmission of business content and
messages for active subscribers: download centre159. SFA covers
business tasks like: contact management, order processing; order
tracking, information sharing; sales forecast/analysis &
evaluation160. SFA can always be linked with the tangible RIO.
True161. Match the following:facilitates the collection of user
profile informationregistration wizard
manages the transmission of business content and messages for
active subscribersdownload centres
to allow PDA users to work offline and cache information for
future connectionsextensive offline support
helps users to find and access portal contentaccess service
162. Inbound calls are made by customers to obtain
information.163. Outbound calls can also be used for: debt
collection164. SFA is a cost for the company and not an investment.
False165. Before selecting a CRM vendor, it is important to check:
track record166. Analytical capabilities in CRM are in the form of:
pipeline performance; channel effectiveness; customer
satisfaction167. Multi-tier support system leads to: a more
efficient handling of calls168. SFA helps in cost saving over a
long period of time. True169. All operational CRM systems involve:
a direct customer touch point170. Complaints are important due to
following factors: it improves customer retention and loyalty;
avoids negative publicity171. Today, companies need to: analyse
performance of relationships; uncover trends in customer behaviour;
understand true value of customer172. The three key concepts of CRM
includes: acquisition; retention; partnering173. Analytical CRM
produce significant returns on: investment if implemented
correctly174. Traditional methods involve use of: paper purchase
orders; non-electronic methods175. Match the following:marketing
between company to customersexternal marketing
marketing between company to employeesinternal marketing
marketing between employees to customersinteractive
marketing
levels of customer bondingcustomer loyalty
176. Workflow services provide an interaction with workflow
products such as e-mail, voicemail, PDA. True177. CRM is only a
technological tool. False178. Which one is an important issue while
managing a call centre: planning for the failure of equipment; need
for flexibility of meal time; staff turnover179. Sound analysis of
existing customer develops a customer oriented strategy for:
Marketing; Sales; Services180. Cost consciousness is a factor that
affects: technology buying decision181. Contact employees need:
right tools; proper training; excellent motivation182. Midstream is
the point after the beginning and before the end of something.183.
CRM aims at developing: long term relationships184. Repository and
legacy application integration does not integrate enterprise
repositories and legacy application. False