Advanced CRM

1. Analytical CRM is often implemented under the premise of helping you determine
what other products and services you can sell to your customers. True
2. Match the following:
A record verbal message to callers
A lost call
A telephone network that passes the

announcement
abandoned call
automatic number identification

number of the phone to the caller

A step by step diagram of the process
flow chart
3. Do not overemphasize on cost cutting.
4. Services which help users find and access portal content: Access Services
5. 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. False
7. The three key concepts of CRM includes: Acquisition; Retention; Partnering
8. CLV=average annual purchase by a customer X no. of active purchasing year. True
9. Which one is an important issue while a call centre: planning for the failure of
equipment; need for flexibility of meal time; staff turnover
10.CEM is needed in every department of a company.
11.Many times the competition is too stiff because: product technology is too
simple
12.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
recording
14.Objectives of CRM: greater customer loyalty; integration of customer touch
points
15.Predictive dialing is a computer software that attempts to predict the time taken
by an agent to help the caller.
16.
Match the following:
Delay
Queue time
Gateway
A server for providing access to a
Handling time
Cost of delay
Monitoring
Service 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 Centre
19.Every customer facing a system is a CRM system. True
20.Companies must provide customers: greater access to information
21.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 systems
23.Operational CRM applications are: not quite the opposite of analytical tool
24.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. False
26.Analytical capabilities in CRM are in the form of: channel effectiveness;
customer satisfaction

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27.In CRM, selection of customer: becomes very crucial
28.It is important to register all the complaints and not only those you think are
important at a particular point of time. True
29.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 calls
32.A CRM vendor may help a firm to define need: based on the firms product
33.Examples of touch points are: Telephone, Fax, Email
34.Customer relationship portfolio cannot be made without: customer lifetime
value
35.In order to achieve success in CRM: develop a vision; develop a clearly
targeted plan; develop a culture
36.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. True
38.It is important to look at the customers priorities and let the customer define the
standards. True
39.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 portfolio
42.SOFA solutions should first and foremost to strive to provide the maximum value to
the end user. True
43.Portal must have interactive mechanism for users: to know business contents
44.Successful analytical CRM solution also integrates customer data. True
45.The three things quoted by Stephen Page in his definition of marketing;
Identification; Stimulation; Satisfaction
46.The first step of SFA is: setting of objectives
47.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 Kotler
49.Cross-selling opportunities exist when some: products typically are bought
together
50.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. True
52.Important aspects of complaints are: to put the customer in control; take
responsibility; hire the right people
53.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 attack
comprehend something
crucial point

defensible
savvy
crux

Advanced CRM
ROI
return on investment
56.CRM is all about: interactive communication
57.Critical success factors for CRM are: align business and IT operations; let
business goals drive functionality; measure, monitor and track
58.
Companies struggle to remain competitive: with accelerating pace of
changes; with shrinking product life cycle
59.Definition of CEM given by Collin Shaw and John Ivens tells us about: blend of
companys physical performance; customer expectations
60.Company agents around the world can: handle local sales; do marketing
efforts; do customer maintenance
61.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 them
62.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 channels
64.Operational CRM application provides the business user with comprehensive
aggregate reporting and analysis capabilities. True
65.Take analysis into account during customer-oriented planning.
66.Many times the competition is too stiff because: product technology is too
simple
67.Database management is a fundamental of CRM. True
68.Companies prefer, tried & true approach of: rolling out CRM software in-house
69.Leveraging out of box functionality leads to minimizing customization. True
70.The system development and support of CRM applications should be closely
coordinated. True
71.
Which of the analytical CRM would not help an organisation to perform better:
managers would not give detailed reporting of ongoing initiatives
72.CRM is about customer care and not just customer service. True
73.Cross-selling opportunities exist when some: products typically are sold
together
74.
Match the following:
conduct of business on internet
plain or dull
to alter something in order to fit

e-Business
vanilla
customization

somebodys requirement
parts or aspects that are unrelated
heterogeneous
75.Emotional intelligence involves: self awareness; empathy; social skills
76.SFA is a link in developing the: mutual benefit inherent of CRM
77.Call centre facility gives competitive advantages.
78.Call centres should not dish out: a scripted reply to customer queries
79.Lengthening customer relationship is by: targeting existing resources;
strengthening relationship foundation; focusing on specific customers
80.Inbound calls are typical telemarketing calls. False
81.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.

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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 queries
85.SFA tools integrated with CRM helps in finding: revenue per sales person;
average sale cycle; turnover rate
86.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 expectations
88.Database management is backbone of CRM.
89.Customer retention is the result of continuous customer satisfaction. True
90.One advantage of hosted solutions: speedy implementation time
91.CBA stands for: customer based accounting
92.SFA is link in developing the: mutual benefit inherent of CRM
93.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. False
95.CRM is about developing customer centric approach.
96.Deploying the tool to management and expecting them to embrace it immediately,
one sets up for: failure
97.Successful SFA yields: better control over sales team
98.CEM is an individuals or an individual departments job. False
99.A contact centre is a touch and go relationship. True
100. Complaints are the definite indicators of how much your organisation
considers itself accountable for the customers. True
101. Sales and service work closely with customers.
102. More and more organisations are turning to which solutions for revenue
growth? CRM
103. Match the following:
conjunction
the act of joining two or more
legacy
associated with something that
personal digital assistants
usually pen-based computer
encompassed
to include a wide range
104. In CRM, selection of customer: becomes very crucial
105. Technologies at call centres include: BTTC; CTI; TTS
106. 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: satisfied
109. 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

complaints
111. Employ experienced operators for call centres.
112. International marketing is about applying marketing concepts to your own:
employees
113. SFA helps in enhancing sales productivity.
114. Faster and less risky CRM implementation

need:

proper

methodology; reuse of knowledge; effective use of components

115. Company must conduct site-visit analysis for CRM.

use

to

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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

information
117. 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 anything
119. A distributed call centre that acts as a single side for call handling and
reporting purpose is: uniform call distributor
120. Today, companies need to: analyse performance
uncover

trends

in

customer

behaviour;

of

understand

relationships;
true

value

of

customer
121. Outbound calls are made by the employees.
122. In CEM, the customer doesnt remain an outsider who is at the receiving end.
True
123. Decision to implement CEM in an organisation depends mainly on two factors,
which are: top management; people in the organisation
124. Sales force must balance resources on serving: current & prospecting
clients
125. The

evoked

emotions

are

intuitively

measured:

against

customer

expectations
126. In order to give customer true control one: needs to have trust on
customers; needs to believe customers; needs to have positive approach
127. Customer loyalty is created by: customer satisfaction; exceeding
customer requirements; satisfaction on continual basis
128. Match the following:
service level
TSF
trunk load
delay & talk time
voice processing
automated attendant
voice response unit
IVR and ARU
129. Technology is a conduit for the: meaningful dialogue with customer
130. What is to business what a compass is to the navigator? Strategy
131. A contact centre is one which conducts all the activities of a call centre and
also handle letter, faxes and email. True
132. The customer is at the core of CRM. True
133. Analytical CRM includes a sound analytical infrastructure that allows you to
gather all the relevant information about your customers and organize it
constituently. True
134. A contact centre is used to fulfill CRM objectives like: greater customer
loyalty; personal attention; reduced call transfers
135. Traditionally talking to customers is the: expertise usually found with
sales; expertise usually found with services
136. Well addressed complaints help the organisation in building long term
relationship with the customers. True
137. Analytical CRM is both, a technology and a concept. True
138. CRM aims at developing: long term relationships
139. Good complaints-handling procedure puts the customer at the centre of your
organisation.

Advanced CRM
140.
141.
142.
143.

Touch point is the customer contact point with the organisation.

The main purpose of CRM is: customer retention
Customer experience management is a group activity.
Critical success factors for CRM are: align business and IT operations; let

business goals drive functionality; measure, monitor and track

144. Important aspects of complaints are: to put the customer in control; take
responsibility; hire the right people
145. 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
automation
147. 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. True
149. Successful SFA yields: better control over sales team
150. A low cost product or service must: assure client about expected quality;
no compromise on performance; ensure that customer is totally happy
151. 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 them
152. Emotional intelligence refers to the capacity for recognizing our own
feelings and those of others.
153. The first step of SFA is: selling of objectives
154. Interaction with workflow product is done by: using internet facility; using
voice mail; using PDA facility
155. CIC gives valuable input to the organisation.
156. Providing adequate training to end users is critical to the success of CRM. True
157. 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 centre
159. SFA covers business tasks like: contact management, order processing;
order tracking, information sharing; sales forecast/analysis & evaluation
160. SFA can always be linked with the tangible RIO. True
161. Match the following:
facilitates the collection of user profile

registration wizard

information
manages the transmission of business

download centres

content and messages for active

subscribers
to allow PDA users to work offline and

extensive offline support

cache information for future connections

helps users to find and access portal

access service

content
162. Inbound calls are made by customers to obtain information.
163. Outbound calls can also be used for: debt collection
164. SFA is a cost for the company and not an investment. False

Advanced CRM
165.
166.

Before selecting a CRM vendor, it is important to check: track record

Analytical capabilities in CRM are in the form of: pipeline performance;

channel effectiveness; customer satisfaction

167. Multi-tier support system leads to: a more efficient handling of calls
168. SFA helps in cost saving over a long period of time. True
169. All operational CRM systems involve: a direct customer touch point
170. Complaints are important due to following factors: it improves customer
retention and loyalty; avoids negative publicity
171. Today, companies need to: analyse performance
uncover

trends

in

customer

behaviour;

of

understand

relationships;
true

value

of

customer
172. The three key concepts of CRM includes: acquisition; retention; partnering
173. Analytical CRM produce significant returns on: investment if implemented
correctly
174. Traditional methods involve use of: paper purchase orders; non-electronic
methods
175. Match the following:
marketing between company to

external marketing

customers
marketing between company to

internal marketing

employees
marketing between employees to

interactive marketing

customers
levels of customer bonding
customer loyalty
176. Workflow services provide an interaction with workflow products such as email, voicemail, PDA. True
177. CRM is only a technological tool. False
178. Which one is an important issue while managing a call centre: planning for
the failure of equipment; need for flexibility of meal time; staff turnover
179. Sound analysis of existing customer develops a customer oriented strategy
for: Marketing; Sales; Services
180. Cost consciousness is a factor that affects: technology buying decision
181. Contact employees need: right tools; proper training; excellent
motivation
182. Midstream is the point after the beginning and before the end of something.
183. CRM aims at developing: long term relationships
184. Repository and legacy application integration does not integrate enterprise
repositories and legacy application. False

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