1.

Customer Relationship Management is about

A. acquiring the right customer
B. instituting the best processes
C. motivating employees
D. all of the above
discuss
D.all of the above
2. CRM technology can help in
A. designing direct marketing efforts
B. developing new pricing models
C. processing transactions faster
D. all of the above
discuss
D.all of the above
3. A _________ is an organized collection of detailed
information about individual customers or prospects that
is accessible, actionable and current for marketing
purposes such as lead generation and others.
A. customer database
B. customer mailing list
C. business database
D. none of the above
discuss
A.customer database
4. _______uses sophisticated mathematical and
statistical techniques such as neutral networking and
cluster analysis.
A. data mining
B. data survey
C. crm
D. none of the above
discuss
A.data mining
5. The main drawback of CRM is
A. implementing crm before creating a customer strategy
B. rolling out crm before changing the organization to match
C. stalking, not wooing, customers
D. all of the above
discuss
D.all of the above
6. The marketing messages committed to customers
wishes is a part of
A. permission marketing
B. activity marketing
C. supplier marketing
D. none of the above
discuss
A.permission marketing
7. The method used to assess real cost of providing
services to an individual customer is
A. cost based accounting
B. activity based accounting
C. turnover based accounting
D. price based accounting
discuss
B.activity based accounting
8. _______is any occasion on which the brand or
product is used by end customers.
A. customer touch point
B. retailers touch point
C. company touch point
D. none of the above
discuss
A.customer touch point
9. _________ is the study of how individuals, groups
and organizations select, buy, use and dispose off
goods, services, ideas or experiences to satisfy their
needs and wants.
A. consumer behavior
B. product cycle
C. purchase behavior
D. none of the above
discuss
A.consumer behavior
10. A consumer buying behavior is influenced by
A. cultural and social factors
B. personal factors
C. both a and b
D. none of the above.
discuss
C.both a and b
11. ________ exerts the broadest and deepest influence
on buying behavior.
A. social factors
B. international factors
C. personal factors
D. cultural factors
discuss
D.cultural factors
12. ________ is the fundamental determinant of a
person’s wants and behavior.
A. culture
B. attitude
C. value
D. none of the above
discuss
A.culture
13. Indian marketers use a term called socioeconomic
classification, which is based on the _______ of chief
wage earner.
A. education
B. occupation
C. both a and b
D. none of the above
discuss
C.both a and b
14. Socioeconomic system classifies urban households
into _____ broad categories.
A. 4
B. 8
C. 6
D. none of the above
discuss
B.8
15. For the rural areas, the socioeconomic system use
_________ of the chief wage earner.
A. occupation and type of home
B. education and occupation
C. education and type of home
D. none of the above
discuss
A.occupation and type of home
16. Socioeconomic system classifies rural households
into _____ broad categories.
A. 8
B. 6
C. 4
D. none of the above
discuss
C.4
17. Social class is indicated by ________variables.
A. single
B. several
C. none
D. none of the above
discuss
B.several
18. A person’s _________ are all the groups that have a
direct or indirect influence on their attitudes or behavior.
A. inspirational groups
B. reference groups
C. dissociative groups
D. none of the above
discuss
B.reference groups
19. Process of manage information about customers to
maximize loyalty is said to be
A. company relationship management
B. supplier management
C. retailers management
D. customer relationship management
discuss
D.customer relationship management
20. In buyer decision process, percentage of potential
customers in a given target market is called
A. customer funnel
B. company funnel
C. marketing funnel
D. retailers funnel
discuss
C.marketing funnel
21. Aggregate value of customer's base is classified as
A. shareholder value
B. base value
C. retention value
D. marketers base value
discuss
A.shareholder value
22. Record which is based on business customers past
purchases, sales price and volumes is classified as
A. business database
B. customer database
C. databases marketing
D. company marketing
discuss
A.business database
23. Whole cluster of benefits when company promises to
deliver through its market offering is called
A. value proposition
B. customer proposition
C. product proposition
D. brand proposition
discuss
A.value proposition
24. Third step in customer's value analysis
A. assessing attributes importance
B. assessing company\s performance
C. monitoring competitors performance
D. both b and c
discuss
D.both b and c
25. All costs customer expects to incur to buy any
market offering is called
A. total economic cost
B. total functional cost
C. total customer cost
D. total functional cost
discuss
C.total customer cost

26. Percentage or number of customers who move from

one level to next level in buying decision process is
called
A. conversion rates
B. marketing rates
C. shopping rates
D. loyalty rates
discuss
A.conversion rates
27. Customized products and services for customers
and interaction to individual customers are part of
A. retailers management
B. customer relationship management
C. company relationship management
D. supplier management
discuss
B.customer relationship management
28. Company's 'customer relationship capital' is another
name of
A. satisfied customers
B. dissatisfied customers
C. customer retention
D. customer conversion
discuss
A.satisfied customers
29. Company's monetary, time and energy cost, all are
included in
A. total customer cost
B. psychological cost
C. personal benefits
D. image benefits
discuss
A.total customer cost
30. A person or company that yields a revenue more
than incurred costs of selling and serving is called
A. dissatisfaction
B. superior value
C. profitable customers
D. satisfied customers
discuss
C.profitable customers
31. Customers lifetime purchases that generate net
present value of future profit streams is called
A. customer lifetime value
B. customer purchases value
C. customer cost incurred
D. customer relationships
discuss
A.customer lifetime value
32. 'total customer benefits' includes
A. product benefits
B. services benefit
C. image benefit
D. all of above
discuss
D.all of above
33. Programs designed for customers which is limited to
any affinity group are classified as
A. club membership programs
B. royalty programs
C. loyalty programs
D. group membership programs
discuss
A.club membership programs
34. First step in analysis of customer value is to
A. identify customers value attributes
B. assessing attributes importance
C. assessing company\s performance
D. assessing competitors performance
discuss
A.identify customers value attributes
35. Difference between customers evaluation including
all costs incurred and benefits is called
A. customer perceived value
B. company market value
C. customer affordability
D. customer reliability
discuss
A.customer perceived value
36. Process of building, organizing and using databases
of customers to build customer relationship is classified
as
A. database marketing
B. customer database
C. detailed database
D. company database
discuss
A.database marketing
37. Perceived monetary value of all benefits which
customers expect from a given product because of
brand image is called
A. total customer benefit
B. total customer cost
C. total economic cost
D. total functional cost
discuss
A.total customer benefit
38. System includes all experiences while using market
offering is classified as
A. customer proposition
B. value delivery system
C. product proposition
D. distinctive proposition
discuss
B.value delivery system
39. Number of customers or potential customers who
will help in company's growth is classified as
A. customer base
B. retailer base
C. distributors base
D. marketers base
discuss
A.customer base
40. Any occasion on which brand or product is
encountered by end customers is called
A. customer touch point
B. company touch point
C. retailers touch point
D. relationship touch point
discuss
A.customer touch point
41. Technique which tries to identify real cost of serving
an individual customer is called
A. activity based accounting
B. cost based accounting
C. price based accounting
D. turnover based accounting
discuss
A.activity based accounting
42. a) customer managed relationship
A. b) data mining
B. c) permission marketing
C. d) one-to-one marketing
D. e) batch processing
discuss
C.d) one-to-one marketing

1. According to ___, CRM is an iterative process that turns customer

information into positive customer relations.
a. Ronald S. Swift
b. Stanley A. Brown
c. Chris Todman
d. Gartner Group
Ans: A

2. CRM is a business philosophy that aims at maximizing ___ in the long run
a. Organization value
b. Customer value
c. Business value
d. Software value
Ans: B

3. Enhance Customer Relationship Management started in ___.

a. 1980
b. 1970
c. 1990
d. 1985
Ans: C

4. The objective of data mining is to detect ___ relationships among data

a. Vendor
b. Customer
c. Application
d. Hidden
Ans: D

5. In ___ year PeopleSoft got expanded from their original human resources
platform
a. 1990s
b. 1980s
c. 1960s
d. 1970s
Ans: A
6. EAI stands for ___
a. External Authoring Interface
b. Enterprise Application Integration
c. Equal Appearing Interval
d. None of the above
Ans: B

7. ___ was developed as a Linux program. However, it is still compatible with

Windows.
a. Telemation
b. SAP
c. Oracles
d. PeopleSoft
Ans: A
Ans: A

8. A successful CRM increases production and profit throughout the ___.

a. System life cycle
b. Business life cycle
c. Customer life cycle
d. Organization life cycle
Ans: C

9. ___ combines the information of the customer that flows through different
departments and customer channels
a. CRM Architecture
b. CRM life cycle
c. CRM programs
d. CRM coding
Ans: A

10. The ___ feature of CRM deals with communication between companies
and their customers.
a. Collaborative
b. Operational
c. Analytical
d. Automation
Ans: A

11. What is the other name of the CRM engine?

a. Data repository
b. Data mart
c. Data warehouse
d. All of the above
Ans: D

12. ___ are important to develop and evaluate the results of marketing
interactions.
a. Campaign management tools
b. Interfaces
c. Analytical tools
d. Data warehouses
Ans: A

13. CRM system generates ___ throughout interactions on different channels.

a. 340-degree customer view
b. 350-degree customer view
c. 360-degree customer view
d. 370-degree customer view
Ans: C

14. In ___, phase active management and assessment of products and services
takes place.
a. Intelligence
b. Value creation
c. Integration
d. Initial
Ans: C

15. SFA stands for ___.

a. Source Force Automation
b. Supply Force Automation
c. System Force Automation
d. SalesForce Automation
Ans: D

16. SFA ensures ___ satisfaction and helps to increase the revenues by making
better decisions
a. Developer
b. Customer
c. Employee
d. Manager
Ans: B

17. Which of the following features of SFA helps to integrate the financial
functionality of the back and front office of an organization?
a. Contract management
b. Opportunity management
c. Asset management
d. Data quality management
Ans: A

18. The entire sales pipeline is affected by ___ reporting

a. Inconsistent
b. Consistent
c. Overall
d. None of the above
Ans: A

19. Customer and account can be developed through a medium of ___

software in an organization.
a. Customer Force Automation
b. Account Force Automation
c. SalesForce Automation
d. Supply Sales Force Automation
Ans: C

20. ____ enables wireless or wired data synchronization between enterprise

systems and mobile devices
a. Server-based iMobile suite
b. Client-based iMobile suite
c. Database-based iMobile suite
d. None of the above
Ans: A

21. In ___, devices connect directly and synchronize with their owners’ data
on a PC.
a. Software-based synchronization
b. Web-based portal synchronization
c. Enterprise space synchronization
d. Docking synchronization
Ans: A

22. Use of ___ help to supplement sales efforts and provide fast data amidst
busy business schedule
a. FAS tools
b. CRM tools
c. SFA tools
d. ASF tools
Ans: C
23. ___ is part customer automation and part sales force automation
a. Data Force Automation
b. Field Force Automation
c. Customer Force Automation
d. SalesForce Automation
Ans: B

24. ___ is the latest, new generation direct marketing software that helps
marketers to automate their marketing activities.
a. Enterprise Marketing Automation
b. Customer Support Management
c. Wholesale Marketing Automation
d. Supply Management
Ans: A

25. EMA is designed to ___ the processes like designing, implementing and
analyzing direct marketing campaigns which are sophisticated in nature
a. Implement
b. Execute
c. Install
d. Automate
Ans: D

26. Which among the following is defined as an ability to track and respond to
clients in an individualized manner?
a. Personalization
b. Automation
c. Inbound management
d. Outbound management
Ans: A

27. The ___ e-mail management is totally considered as a service oriented

activity.
a. Client
b. Server
c. Inbound
d. Outbound
Ans: C

28. ___ Helps the organizations to form and perform permission-based

marketing campaigns.
a. Sales detail e-mail management
b. Inbound e-mail management
c. Customer-related e-mail management
d. Outbound e-mail management
Ans: D

29. Which among the following is a major part of applications and techniques
that help in gathering, storing, analyzing, and accessing the data?
a. Business analytics
b. Data visualization
c. Data mining
d. Virtual reality
Ans: A

30. The process of analyzing and extracting the important information from a
pile of collected data is defined as ___.
a. Process Management
b. Success data
c. Knowledge Discovery
d. None of the above
Ans: C

31. Visualization or data visualization is a ___ tool that helps in interpreting

data using visuals or images.
a. Customer Analyst
b. Business Analytical
c. Program Analyst
d. Data Analyst
Ans: B

32. The ___ protocol is the most commonly used enabling technology in
tackling integration issues.
a. Session Initiation
b. Session Transmission
c. Network
d. Data Transfer
Ans: A

33. ___ is a technology that computerizes interactions with telephone callers

a. Software Response
b. Interactive Voice Response
c. Application Response
d. None of the above
Ans: B

34. ___ is a kind of speech production application. It translates standard

language text into speech.
a. Voice Speech Recognition
b. Tongue
c. Text-to-Speech
d. None of the above
Ans: C

35. ___ is the process of captivating verbal words as an input to a computer

program
a. Data recognition
b. Moments recognition
c. Eye recognition
d. Voice recognition
Ans: D

36. ___ Coordinates the functions of the computer and telephony system
a. Computer Telephone Integration
b. Computer Network Integration
c. Telephony Network Integration
d. Network Protocol Integration
Ans: A

37. One of the basic features of CTI is ___

a. Protocol identification
b. Caller identification
c. Customer identification
d. Communication
Ans: B

38. Call centers are computer centers managed by___

a. Dealers
b. Customers
c. Agents
d. Brokers
Ans: C

39. OLAP stands for ___

a. Online Asynchronous Processing
b. Overload Array Processing
c. Online Application Processing
d. Online Analytical Processing
Ans: D

40. ___ provides an IVR system to take confidential inputs from the
customers, only the required amount of information is exchanged.
a. CTI
b. CIT
c. PTI
d. PIT
Ans: A

41. TSAPI stands for

a. Telephony Services Application Programming Interface
b. Transaction Services Application Programming Interface
c. Transmission Services Application Programming Interface
d. None of the above
Ans: A

42. CSTA stands for

a. Communication Supported Telecommunications Application
b. Customer Supported Telecommunications Application
c. Computer Supported Telecommunications Application
d. None of the above
Ans: C

43. ___ is the API for media binding in CTI.

a. TAPI
b. TSAPI
c. JTAPI
d. MTAPI
Ans: C

44. In Web-enabled CTI, interaction with customers is through the ___.

a. Product reporter
b. Manager
c. Internet
d. None of the above
Ans: C

45. ___ service offered through Web-enabled CTI saves money on printing
and mailing
a. E-Billing
b. E-Sales
c. E-Buying
d. E-Commerce
Ans: A

46. The criteria to consider while defining ___ requirements are increasing
internal productivity and reducing costs.
a. Technical staff
b. Managers
c. Testing
d. CRM
Ans: D

47. The output from the requirements stage of CRM implementation is ___.
a. Requirements specification document
b. Resource planning document
c. Customer satisfaction
d. Operations in successful CRM
Ans: A

48. Automated intelligent call routing and monitoring in the CTI context is
called ___
a. Interior Call Management
b. Intelligent Call Management
c. Interface Call Management
d. Internet Call Management
Ans: B

49. Before the implementation of CRM, it is necessary to obtain the

commitment of the ___
a. Employees
b. Management
c. Customers
d. None of the above
Ans: B

50. ___ outlines the interactions between a user and an application.

a. Use case
b. Technical specification document
c. Functional specification document
d. Project user training plan
Ans: A

1. The ___ is the most commonly used enabling technology in tackling integration
issues.
Ans. Session Initiation Protocol (SIP)

2. Integrated open standards-based architecture facilitates CICs to deliver immediate

feedback across mediums that provide outstanding customer service. (True/ False)
Ans. True
3. The main objective of customer service is to have an integrated multichannel and
multi-device communication. (True/ False)
Ans. True

4. What provide insight and intelligence necessary to customize messages, product

offers, and service according to individual customer needs?
Ans. Customer Analytics

5. ___ involves the process of generating awareness in a prospective customer and

converting that customer into an actual customer who buys the products.
Ans. Integrated Sales and Marketing

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)
Ans. False. In smaller companies sales and operations communicate routinely and
decisions that integrate the knowledge of both the market and operations happen
naturally.

7. In an organization, which department is responsible for generating leads?

Ans. The marketing department

8. ___ is the art of dealing with customer response and feedback via numerous
communication channels available.
Ans. Customer Response Management

9. Give the names of a few communication channels to receive customer feedback.

Ans. Call centre, surveys, e-mails, social networking, and mobile devices

10. ___ is used widely for targeting a large segment of customers, keen on receiving
messages on the move.
Ans. SMS

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.
a) E-mail
b) Call centre
c) SMS
d) Web site
Ans. b) Call centre

12. CTI combines the functions of the ___ and the ___.
Ans. Telephone, Computer

13. If the calling party’s number is not in the database, CTI rejects the call.
(True/False)
Ans. False. If the calling party’s number is not in the database, then IVRS is used.
14. ___ allows customers to solve their problems quickly and easily by interactive
mediums.
Ans. Improving customer service

15. The best way to retain customers is through ___ and ___.
Ans. Positive relationship management and outstanding customer service

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)
Ans. False. In CICs, customers get constant service, irrespective of the method of
contact they use with the organization.

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)
Ans. True

18. With ___, an organization can make full use of all its customer interactions,
giving it a significant competitive advantage in the drive for personalization.
Ans. An integrated strategy

19. ___ ___ is a telecommunication tool that effectively routes and distributes
incoming calls in an even way to a specific group of people.
Ans. An Automatic Call Distributor (ACD)

20. ___ is a technology that computerizes interactions with telephone callers.

Ans. Interactive Voice Response (IVR)

21. Programs that manage, control, reply and respond to the telephone calls on the
IVR platform are known as IVR applications. ( True/False)
Ans. True

22. ___ is the process of captivating verbal words as an input to a computer

program.
Ans. Voice recognition

23. ___ is a kind of speech production application. It translates standard language

text into speech. (Pick the right option)
a) Voice Speech Recognition
b) Hosted FAQ services
c) Text-to-Speech
d) IVR applications
Ans. c) Text-to-Speech (TTS)

24. Verbal communication consists of two components ___ and ___.

Ans. Physiological component and a behavioural component

25. Through CTI a company can provide service to its customers for ___ hours.
Ans. 24 hours
26. CTI requires the customers to re-state their identity to a new agent. (True/False)
Ans. False. When CTI is used, customers need not re-state their identity to a new
agent.

27. ____ of the customer is maintained in CTI by providing secured access.

Ans. Privacy

28. ___ and ___ are the two call control types of CTI.
Ans. The first party, Third party

29. TAPI stands for ___ and exists between the ___ and ___.
Ans. Telephony Application Programming Interface, Windows-equipped PC
application, Telephone system.

30. ___ and ___ are the popular PC telephony applications with CTI.
Ans. Softphone, Screen pop

31. ___ is the API for media binding in CTI. (Pick the right option)
a) TAPI
b) TSAPI
c) JTAPI
d) MTAPI
Ans. c) JTAPI

32. In Web-enabled CTI, interactions with customers is through the___. (Pick the
right option)
a) Server
b) Telephone switch
c) Internet
d) Computer
Ans. Internet

33. ___ service offered through Web-enabled CTI saves money on printing and
mailing.
Ans. e-Billing

34. The first unit to which an incoming call lands in a CTI is ___.
Ans. PBX or ACD

35. The ____ system provides the tools needed to optimally manage incoming calls.
Ans. ACD

36. When the agent is unavailable the call centre shuts down. (True/False)
Ans. False. In the absence of the agent at the call centre, the ACD stores the call in a
queue.

37. Responses are ___ in an IVRS.

Ans. Recorded
38. Digital voice recording is the function of ___ unit.
Ans. Voice logger

39. Cumulative time spent on a project is reduced for a company investing in CTI.
(True/False)
Ans. True

40. Operators in call centres are also called ___.

Ans. Agents

41. The kick-off meeting is the place where all the project stakeholders get
acquainted. (True/False)
Ans. True

42. In the kick-off meeting, responsibility is assigned to various team members from
the ___.
Ans. Company’s core departments

43. Requirements gathering is always company-centric. (True/False)

Ans. False. Requirements gathering is always customer-centric.

44. Discussions are held with all the ___ of the company during requirements
gathering. (Pick the right option)
a) Technical staff
b) Managers
c) Sales personnel
d) Stakeholders
Ans. Stakeholders

45. Requirements gathering reduce ___ and ___ overruns.

Ans. Cost, Time

46. The output from the requirements stage of CRM implementation is ___.
Ans. Requirements specification document

47. A scoping and prioritizing activity ensures that ___ are targeted towards a
common delivery.
Ans. Discrete requirements

48. Component complexity arises due to the relationships between the functional
processes. (True/False)
Ans. False. System complexity arises due to the relationships between the functional
processes.

49. ___ is the input to the scoping and prioritizing stage of CRM implementation.
(Pick the right option)
a) Scope statement
b) Requirements list
c) Design document
d) Business plans
Ans. b) Requirements list

50. Proper scoping of a project helps to reduce and mitigate risks. (True/False)
Ans. True

51. Project management is the first step in designing a CRM project. (True/False)
Ans. False. The project kick-off meeting is the first step in designing a CRM project

52. Project planning involves breaking up of requirements specifications into ___.

Ans. Smaller subtasks

53. ___ outlines the interactions between a user and an application. (Pick the right
option)
a) Use case
b) Technical specification document
c) Functional specification document
d) Project user training plan
Ans. Use case

54. Pre-implementation stage is a CRM ___ assessment stage.

Ans. Readiness

55. Top management commitment is one of the organizational critical success

factors. (True/False)
Ans. True

56. Before the implementation of CRM, it is necessary to obtain the commitment of

the ___.
Ans. Management

57. CRM implementation should be done in a single phase. (True/False)

Ans. False. CRM implementation should be done in phases.

58. CRM strategy should be in line with the company’s ___ strategy.
Ans. Business

59. The different types of prototype models are ___, ___ and ___.
Ans. Proof of concept model, Low fidelity model, High fidelity model

60. The major output from a prototype demo is ___.

Ans. Feedback

61. eCRM is much more than Internet access for CRM. (True/False)
Ans. True

62. eCRM provides a ___ view of the customer.

Ans. Holistic
63. Prototyping plugs the gap between ___ and ___.
Ans. CRM functions, Business processes

64. Prototyping is a joint activity between ___ and ___.

Ans. Vendor, CRM team of the company

65. ___ generations is done after prototyping. (Pick the right option)
a) Report
b) Proposal
c) Bill
d) Plan
Ans. b) Proposal

66. Customization is a process of ___ the CRM solution. (Pick the right option).
a) Planning
b) Buying
c) Fine-tuning
d) Integrating
Ans. c) Fine-tuning

67. The size of a project is determined by ___, ___ and ___.

Ans. The complexity of the interfaces, Workflow, Functions to be implemented

68. Match the following

Set A:
A. Inception
B. Analysis
C. Design
D. Development
Set B:
1. Building of modules
2. Specifics of customization worked out
3. Study of customization requirement
4. Planning of customization
Ans. A – 4, B – 3, C – 2, D – 1

69. ___ analysis is done to evaluate technical specifications and the functions of the
CRM solution.
Ans. Fit/gap analysis

70. Workflow and rule changes during customization affect the ___ and ___.
Ans. Costs, Schedule

71. Experienced end users are also called ___.

Ans. Power users

72. Customization is the beginning of the ___ transfer stage from the vendor to the
customer.
Ans. Knowledge
73. ___ document maps old data fields with new data fields.
Ans. Mapping

74. Integrating the CRM solution with other ___ is a challenging exercise.
Ans. Business-critical applications

75. The very first training one gets after installation of software is called___.
Ans. Initial user training

76. The staff of the company who maintains software systems is given ___ training.
(Pick the right option)
a) Initial user training
b) Train the trainer
c) System administrator training
d) Remedial training
Ans. c) System administrator training

77. ___ training enables a person to get trained at the person’s convenience.
Ans. E-training

78. Vertical rollout is suitable for ___ organizations.

Ans. Small

79. ___ is a major issue in data porting between central and remote locations.
Ans. Synchronization

80. The financial benefit a company gets at the end of CRM deployment is ___.
Ans. Return on Investment

1. CRM is a business philosophy that aims at maximizing ___ in the long run.
Hide Answer

Answer: Customer value

2. Contacts with a customer can be managed by phone, fax and e-mail. (True/False)
Hide Answer

Answer: True
3. According to ___, CRM is an iterative process that turns customer information
into positive customer relations.
a) Ronald S. Swift
b) Stanley A. Brown
c) Chris Todman
d) Gartner Group
Hide Answer

Answer: (A)
4. In the 1980s, the emergence of ___ marketing took place.
Hide Answer

Answer: Database
5. CRM helped in increasing customer satisfaction from order to end product.
(True/False)
Hide Answer

Answer: True
6. Although ___ was developed as a Linux program, it is compatible with Windows.
a) Telemation
b) SAP
c) Oracle
d) PeopleSoft
Hide Answer

Answer: (A)
7. A CRM system stores comprehensive information of a customer in a centralized
way which is accessible anytime. (True/False)
Hide Answer

Answer: True
8. A successful CRM increases production and profit throughout the ___.
Hide Answer

Answer: Customer lifecycle

9. CRM understands the ___ and the capability to create an action plan for the staff
working in the various segments.
Hide Answer

Answer: Segmental relationship

10. Companies that are using ___ are raising the level of personalization.
Hide Answer

Answer: Proactive CRM

11. Operational CRM has developed into two variants namely eCRM and mCRM.
(True/False)
Hide Answer

Answer: True
12. The main goal of ___ is to enable two-way continuous interactivity between the
customer and the company.
Hide Answer

Answer: mCRM
13. The objective of data mining is to detect ‘known’ relationships among data.
(True/False)
Hide Answer

Answer: False: The objective of data mining is to detect ‘hidden’

relationships among data.
14. Which of the following options includes relationship management with external
stakeholders in the value chain?
a) Analytical CRM
b) eCRM
c) Collaborative CRM
d) EAI
Hide Answer

Answer: (C)
15. The tools of technology are Information Technology and Knowledge
Management. (True/False)
Hide Answer

Answer: True
16. ___ are important to develop and evaluate the results of marketing interactions.
(Pick the right option)
a) Campaign management tools
b) Interfaces
c) Analytical tools
d) Data warehouses
Hide Answer

Answer: (A)
17. The result of the comparison between customer’s expectation and customer’s
perception is ___.
Hide Answer

Answer: customer satisfaction

18. Measuring customer satisfaction requires a set of activities such as preparing
questionnaires, conducting surveys, and analyzing the results. (True/False)
Hide Answer

Answer: True
19. ___ means customer’s belief related to products or services received or
experienced.
Hide Answer

Answer: Perception
20. CRM system generates ___ throughout interactions on different channels.
Hide Answer

Answer: 360-degree customer view

21. There are three phases of customer interaction. (True/False)
Hide Answer

Answer: False: There are four phases involved in customer interaction.

22. ___ is the translation of customers’ strategies into rules.
Hide Answer

Answer: Context
23. Integrated view of the customer provides a connection between customer
interaction channels and customer strategy. (True/False)
Hide Answer

Answer: True
24. In ___, active management and assessment of products and services take place.
(Pick the right option)
a) Intelligence phase
b) Value creation phase
c) Integration phase
d) Initial phase
Hide Answer

Answer: (C)
25. CRM ___ combines the information of the customer that flows through different
departments and customer channels.
Hide Answer

Answer: Architecture
26. Salesforce automation helps automate some processes that are associated with
services. (True/False)
Hide Answer

Answer: False: Customer service automation helps to automate some processes

that are associated with service.
27. The ___ of CRM deals with communication between companies and their
customers. (Pick the right option)
a) Collaborative feature
b) Operational feature
c) Analytical feature
d) Automation feature
Hide Answer

Answer: (A)
28. Technology plays a vital role in managing ___.
Hide Answer

Answer: Customer Knowledge Store

29. SFA ensures ___ and helps to increase the revenues by making better decisions.
Hide Answer

Answer: Customer satisfaction

30. SFA enables collaboration and improves communication in the sales team.
(True/False)
Hide Answer

Answer: True
31. ___ enables wireless or wired data synchronization between enterprise systems
and mobile devices.
Hide Answer

Answer: Server-based iMobile suite

32. Docking synchronization is done once a day and it is primarily used to retrieve
basic information like addresses, phone numbers, etc. (True/False)
Hide Answer

Answer: True
33. Which one of the following options is the correct benefit of SFA?
a) Decreases trading and increases administration
b) Helps to close agreements slower
c) Provides real-time visibility into sales
d) Helps to implement consistent sales processes across departments only
Hide Answer

Answer: (C)
34. Features like strong ___, easier integration, and better end-user experience are
included in SFA.
Hide Answer

Answer: Customization
35. Which of the following features of SFA helps to integrate the financial
functionality of the back and front office of an organization?
a) Contract management
b) Opportunity management
c) Asset management
d) Data quality management
Hide Answer

Answer: (A)
36. Dashboards provide immediate access to a real-time view of sales data.
(True/False)
Hide Answer

Answer: True
37. A 360-degree view of each lead, customer, and account can be developed through
a medium of ___ in an organization.
Hide Answer

Answer: SalesForce Automation software

38. Opportunity management functionality of SFA helps to manage multichannel
interactions. (True/False)
Hide Answer

Answer: False: The customer management functionality of SFA helps to manage

multi-channel interactions.
39. Which of the following options is linked to order management?
a) Improves financial planning by easily tracking sales pipeline
b) Maintains audit information automatically
c) Associates opportunity data records with purchase decisions
d) Exports and imports account data
Hide Answer

Answer: (A)
40. ___ and sharing of information are enabled in SFA to improve the organization.
Hide Answer

Answer: Collaboration
41. If ___ is not done regularly, organizations may find it very expensive to manage
data.
Hide Answer

Answer: Data deduplication

42. It is essential that marketing managers or team leaders have monthly access to
the SFA system. (True/False)
Hide Answer

Answer: False: It is essential that marketing managers or team leaders have

daily access to the SFA system.
43. Most of the SFA systems have default lead and opportunity stages, accounts and
contacts fields, reports, and dashboards. (True/False)
Hide Answer

Answer: True
44. The entire sales pipeline is affected by ___ reporting.
Hide Answer

Answer: Inconsistent
45. Conflicts of data should be reconciled at the record level rather than at the field
level. (True/False)
Hide Answer

Answer: False: Conflicts of data should be reconciled at the field level

rather than at the record level
46. An efficient synchronization system must: (Choose the false option)
a) Support large-scale field implementation
b) Give flexible support for the server database
c) Be dependent on the database
d) Easy to use
Hide Answer

Answer: (C)
47. During synchronization, to avoid database errors, the system should apply only
those files that are complete. (True/False)
Hide Answer

Answer: True
48. Use of ___ helps to supplement sales efforts and provide fast data amidst a busy
business schedule.
Hide Answer

Answer: SFA tools

49. Reporting engine pulls out information from multiple sources to produce reports.
(True/False)
Hide Answer

Answer: True
50. Name two industries that use tools to provide product-specific configuration
support to build products for their customers.
Hide Answer

Answer: omputer technology vendors, Telephone companies

51. ___ is part of customer automation and part of sales force automation.
Hide Answer

Answer: Field Force Automation (FFA)

52. EMA is designed to ___ the processes like designing, implementing, and
analyzing direct marketing campaigns which are sophisticated in nature.
Hide Answer

Answer: Automate
53. The main objective of EMA is to fasten the cycle of the direct marketing
campaign. (True/False)
Hide Answer

Answer: True
54. Which among the following is defined as an ability to track and respond to clients
in an individualized manner? a) Personalization
b) Automation
c) Inbound management
d) Outbound management
Hide Answer

Answer: (A)
55. Personalization is done by analyzing each customer’s past contacts and
behaviour. (True/False)
Hide Answer

Answer: True
56. Outbound e-mail management helps organizations handle inbound queries
raised by customers.
(True/ False)
Hide Answer

Answer: False: Outbound e-mail management helps organizations to form and

perform permission-based marketing campaigns.
57. The ___ e-mail management is totally considered as a service-oriented activity.
Hide Answer

Answer: Inbound
58. ___ helps the organizations to form and perform permission-based marketing
campaigns.
Hide Answer

Answer: Outbound e-mail management

59. Enterprise Marketing Automation helps in improving marketing effectiveness
and efficiencies by planning, testing, and executing ___.
Hide Answer

Answer: Marketing campaigns

60. EMA software helps an organization to pick up the contact details from multiple
sources in ___ form.
Hide Answer

Answer: Soft copy

61. De-duping helps to make only one entry per customer. (True/False)
Hide Answer

Answer: True
62. It is important to store the list generated for a particular campaign in the
database. (True/False)
Hide Answer

Answer: True
63. 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.
Hide Answer

Answer: Marketing campaign

64. Which among the following is a major part of applications and techniques that
help in gathering, storing, analyzing, and accessing the data?
a) Business analytics
b) Data visualization
c) Data mining
d) Virtual reality
Hide Answer

Answer: (A)
65. A business analytical application automates the process of ___ and generally
carries out a part of the decision-making activities of a human being.
Hide Answer

Answer: Thinking
66. Financial modelling, budgeting, resource allocation, and competitive intelligence
are some of the advanced applications of BA. (True/False)
Hide Answer

Answer: True
67. The process of analyzing and extracting the important information from a pile of
collected data is defined as___.
Show Answer

68. Visualization or data visualization is a ___ tool that helps in interpreting data
using visuals or images.
Hide Answer

Answer: Business Analytics

69. DSS are highly helpful in identifying the relationship between trends.
(True/False)
Hide Answer

Answer: False: Visual tools are highly helpful in identifying the

relationship between trends.
70. In ___, devices connect directly and synchronize with their owners’ data on a PC.
(Pick the right option)
a) Software-based synchronization
b) Web-based portal synchronization
c) Enterprise space synchronization
d) Docking synchronization
Hide Answer

Answer: (A)
71. An efficient synchronization system is a system that is successful in sending ___
amount of data to remote users.
Hide Answer

Answer: Minimal
72. ___ is the latest, new generation direct marketing software that helps marketers
to automate their marketing activities.
Hide Answer

Answer: Enterprise Marketing Automation

72. Integrated marketing strategy aims at unifying different marketing methods.
(True/False)
Hide Answer

Answer: True
73. Indirect communication channels promote sales whereas direct communication
channels promote sales and improve the ___.
Hide Answer

Answer: Customer relationship

74. Name two direct communication channels.
Hide Answer

Answer: Direct mail, e-mail