Question
The second step towards the implementation of CRM is
Answer
Program Initiatives
Question
Customer responses include all the following EXCEPT
Answer
Demographic
Question
One of the following is not an aspect of customer relationship management
Answer
Negotiation
Question
Select the option that describes internal customers in an organisation
Answer
Company personnel
Question
The three CRM processes at the customer-facing level does not include relationship……..
Answer
Channels
Question
Customer behaviour is concerned with all the following EXCEPT
Answer
Production activities
Question
Identify the option that is not among the steps in Jim Sterne and Matt Cutler customer life cycle matrix
Answer
Potential
Question
One of the options is not an element to be considered during CRM software development
Answer
Written agreement
Question
The reasons for the emergence of customer relationship management according to Duran (2011) does not include
Answer
Customer behaviour
Question
Select the option that best describe CRM as not just a technology, but an approach to an organization‘s philosophy in dealing with its customers.
Answer
Comprehensive
Question
Select the option that is not among the steps in CRM selection and implementation processes
Answer
Departmental plans
Question
Select the option that is not included in the hypotheses testing of product
Answer
Consumption evidence
Question
The stage where the consumer examines and compares product features, such as price, functionality, and quality with their expectations is known as
Answer
Post purchase
Question
Where a salesperson refers to previous success and satisfaction from other customers buying the product is known as
Answer
Social evidence
Question
Customer data repository is known as
Answer
CRM Engine
Question
The small set of brands which a consumer pays close attention to when making a purchase decision is
Answer
Consideration set
Question
Once you have identified a CRM system that is suitable for your organization and selected a project manager to oversee the process, the next step is ………
Answer
Contract and licencing of software
Question
Customer retention approaches in customer relationship management does not include
Answer
Adding managerial benefits
Question
CRM primary processes includes one of the following
Answer
Logistics
Question
The technique, adopted by a salesperson that an offer is limited,
so as to force the consumer to make a quicker decision, and therefore less time evaluating alternatives.
Answer
Scarcity attraction
Question
That a consumer is aware of certain brands, but not favourably disposed towards them is refer to as
Answer
Inept set
Question
The last stage of the purchase decision process is
Answer
Puchase decision
Question
Which of the following is not one of the steps in Keller and Kotler (2006) four-step framework for one - to-one marketing that can be adopted on CRM marketing
Answer
Customer orientation
Question
CRM implementation processes does not include one of the following
Answer
Merchandizing
Question
Select the option that is an example of a front office process
Answer
Procurement process
Question
The role of children as influencers in a wide range of purchase contexts is called
Answer
Pester power
Question
The act of acquiring, sharing, and developing customer knowledge among employees for making profit for the organization and customers is known as
Answer
Customer knowledge management
Question
One of the following is not a CRM process
Answer
Trading process
Question
Which of the following best describes CRM vertical processes
Answer
Customer acqisition
Question
The features of customer relationship management does not include one of the following
Answer
Customer purse
Question
The second step towards the implementation of CRM is
Answer
Program Initiatives
Question
Customer responses include all the following EXCEPT
Answer
Demographic
Question
One of the following is not an aspect of customer relationship management
Answer
Negotiation
Question
Select the option that describes internal customers in an organisation
Answer
Company personnel
Question
The three CRM processes at the customer-facing level does not include relationship……..
Answer
Channels
Question
Customer behaviour is concerned with all the following EXCEPT
Answer
Production activities
Question
Identify the option that is not among the steps in Jim Sterne and Matt Cutler customer life cycle matrix
Answer
Potential
Question
One of the options is not an element to be considered during CRM software development
Answer
Written agreement
Question
The reasons for the emergence of customer relationship management according to Duran (2011) does not include
Answer
Customer behaviour
Question
Select the option that best describe CRM as not just a technology, but an approach to an organization‘s philosophy in dealing with its customers.
Answer
Comprehensive
Question
Select the option that is not among the steps in CRM selection and implementation processes
Answer
Departmental plans
Question
Select the option that is not included in the hypotheses testing of product
Answer
Consumption evidence
Question
The stage where the consumer examines and compares product features, such as price, functionality, and quality with their expectations is known as
Answer
Post purchase
Question
Where a salesperson refers to previous success and satisfaction from other customers buying the product is known as
Answer
Social evidence
Question
Customer data repository is known as
Answer
CRM Engine
Question
The small set of brands which a consumer pays close attention to when making a purchase decision is
Answer
Consideration set
Question
Once you have identified a CRM system that is suitable for your organization and selected a project manager to oversee the process, the next step is ………
Answer
Contract and licencing of software
Question
Customer retention approaches in customer relationship management does not include
Answer
Adding managerial benefits
Question
CRM primary processes includes one of the following
Answer
Logistics
Question
The technique, adopted by a salesperson that an offer is limited, so as to force the consumer to make a quicker decision, and therefore less time evaluating alternatives.
Answer
Scarcity attraction
Question
That a consumer is aware of certain brands, but not favourably disposed towards them is refer to as
Answer
Inept set
Question
The last stage of the purchase decision process is
Answer
Puchase decision
Question
Which of the following is not one of the steps in Keller and Kotler (2006) four-step framework for one - to-one marketing that can be adopted on CRM marketing
Answer
Customer orientation
Question
CRM implementation processes does not include one of the following
Answer
Merchandizing
Question
Select the option that is an example of a front office process
Answer
Procurement process
Question
The role of children as influencers in a wide range of purchase contexts is called
Answer
Pester power
Question
The act of acquiring, sharing, and developing customer knowledge among employees for making profit for the organization and customers is known as
Answer
Customer knowledge management
Question
One of the following is not a CRM process
Answer
Trading process
Question
Which of the following best describes CRM vertical processes
Answer
Customer acqisition
Question
The features of customer relationship management does not include one of the following
Answer
Customer purse
Question
Select the option that is not among the steps in CRM selection and implementation processes
Answer
Departmental plans
Question
Select the option that is not included in the hypotheses testing of product
Answer
Consumption evidence
Question
The stage where the consumer examines and compares product features, such as price, functionality, and quality with their expectations is known as
Answer
Post purchase
Question
Where a salesperson refers to previous success and satisfaction from other customers buying the product is known as
Answer
Social evidence
Question
Customer data repository is known as
Answer
CRM Engine
Question
The small set of brands which a consumer pays close attention to when making a purchase decision is
Answer
Consideration set
Question
Once you have identified a CRM system that is suitable for your organization and selected a project manager to oversee the process, the next step is ………
Answer
Contract and licencing of software
Question
Customer retention approaches in customer relationship management does not include
Answer
Adding managerial benefits
Question
CRM primary processes includes one of the following
Answer
Logistics
Question
The technique, adopted by a salesperson that an offer is limited, so as to force the consumer to make a quicker decision, and therefore less time evaluating alternatives.
Answer
Scarcity attraction
Question
That a consumer is aware of certain brands, but not favourably disposed towards them is refer to as
Answer
Inept set
Question
The last stage of the purchase decision process is
Answer
Puchase decision
Question
Which of the following is not one of the steps in Keller and Kotler (2006) four-step framework for one - to-one marketing that can be adopted on CRM marketing
Answer
Customer orientation
Question
CRM implementation processes does not include one of the following
Answer
Merchandizing
Question
Select the option that is an example of a front office process
Answer
Procurement process
Question
The role of children as influencers in a wide range of purchase contexts is called
Answer
Pester power
Question
The act of acquiring, sharing, and developing customer knowledge among employees for making profit for the organization and customers is known as
Answer
Customer knowledge management
Question
One of the following is not a CRM process
Answer
Trading process
Question
Which of the following best describes CRM vertical processes
Answer
Customer acqisition
Question
The features of customer relationship management does not include one of the following
Answer
Customer purse
Question
The second step towards the implementation of CRM is
Answer
Program Initiatives
Question
Customer responses include all the following EXCEPT
Answer
Demographic
Question
One of the following is not an aspect of customer relationship management
Answer
Negotiation
Question
Select the option that describes internal customers in an organisation
Answer
Company personnel
Question
The three CRM processes at the customer-facing level does not include relationship……..
Answer
Channels
Question
Customer behaviour is concerned with all the following EXCEPT
Answer
Production activities
Question
Identify the option that is not among the steps in Jim Sterne and Matt Cutler customer life cycle matrix
Answer
Potential
Question
One of the options is not an element to be considered during CRM software development
Answer
Written agreement
Question
The reasons for the emergence of customer relationship management according to Duran (2011) does not include
Answer
Customer behaviour
Question
Select the option that best describe CRM as not just a technology, but an approach to an organization‘s philosophy in dealing with its customers.
Answer
Comprehensive
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