Customer Relationship Management MCQ with Answers

Customer Relationship Management MCQ with Answers

Customer Relationship Management is about MCQ with answers Pdf. Customer Relationship Management MBA MCQ Questions and Answers.

Are you seeking a comprehensive list of Customer Relationship Management (CRM) Multiple Choice Questions (MCQ) with answers? Look no further, as this article provides an extensive collection of CRM MCQs that you can use in your self-study or for testing your skills.

All the questions are carefully designed to cover most CRM-related topics and their associated concepts. Each MCQ contains its corresponding answer, making it easier for users to verify their answers.

Customer Relationship Management

What is Customer Relationship Management

Customer Relationship Management, commonly known as CRM, is a business strategy that has been around for decades. It involves using technology to manage and analyze interactions with potential customers.

The primary goal of CRM is to improve customer satisfaction and retention by providing personalized experiences.

CRM software applications are used in retail, banking, insurance, and e-commerce industries. These systems help businesses track customer behavior patterns such as purchasing history, interests, preferences, and feedback.

Companies can build stronger customer relationships with this data-driven approach to customer interaction management.

CRM also provides insights into areas where a company can improve its products or services. Businesses can identify common issues that must be addressed proactively by analyzing customer feedback and complaints through CRM systems.

Customer Relationship Management MCQ with answers.

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

Answer: (a) According to Ronald S. Swift, CRM is an iterative process that turns customer information into positive customer relations.

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

Answer: (b) CRM is a business philosophy that aims at maximizing customer value in the long run. By focusing on customer value, organizations can attract and retain customers, enhance their satisfaction, and build long-lasting relationships, ultimately leading to business success.

3. Enhance Customer Relationship Management started in ___.
a. 1980
b. 1970
c. 1990
d. 1985

Answer: (c) Enhance Customer Relationship Management (CRM) started in the 1990s. During this time, technological advancements and the recognition of the importance of customer-centric strategies led organizations to develop and adopt CRM systems and tools.

4. The objective of data mining is to detect ___ relationships among data
a. Vendor
b. Customer
c. Application
d. Hidden

Answer: (d) The objective of data mining is to detect hidden relationships among data. Data mining involves analyzing large datasets to uncover patterns, correlations, and insights that may take time to be apparent.

5. In ___ years, PeopleSoft got expanded from their original human resources platform
a. 1990s
b. 1980s
c. 1960s
d. 1970s

Answer: (a) PeopleSoft expanded from its original human resources platform in the 1990s. PeopleSoft is a software company initially focused on developing HR management systems but later expanded to other enterprise applications.

6. EAI stands for ___
a. External Authoring Interface
b. Enterprise Application Integration
c. Equal Appearing Interval
d. None of the above

Answer: (b) EAI stands for Enterprise Application Integration. It refers to integrating different enterprise applications and systems to enable seamless data and information flow, improving overall business efficiency and effectiveness.

7. ___ was developed as a Linux program. However, it is still compatible with Windows.
a. Telemation
b. SAP
c. Oracles
d. PeopleSoft

Answer: (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

Answer: (c) CRM strategies and practices aim to attract new customers, retain existing ones, and enhance customer satisfaction and loyalty, ultimately increasing the organization’s production and profit.

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

Answer: (a) CRM involves designing the structure and framework of the CRM system to ensure efficient data integration, information sharing, and coordination among various departments and touchpoints within the organization.

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

Answer: (a) Collaborative facilitates and improves collaboration, interaction, and communication between the organization and its customers, enabling effective customer engagement and relationship building.

11. What is the other name of the CRM engine?
a. Data repository
b. Data mart
c. Data warehouse
d. All of the above

Answer: (d) The CRM engine is also called a data repository, data mart, and data warehouse. These terms are often used interchangeably to describe the storage and management of customer data within a CRM system. The CRM engine is a centralized repository for storing and retrieving customer-related information.

12. It is important to develop and evaluate the results of marketing interactions.
a. Campaign management tools
b. Interfaces
c. Analytical tools
d. Data warehouses

Answer: (a) Campaign management tools are essential to develop and evaluate the results of marketing interactions. 

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

Answer: (c) A 360-degree customer view refers to a holistic and comprehensive understanding of the customer, capturing data and insights from various touchpoints and interactions.

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

Answer: (c) In the integration phase of CRM, active management and assessment of products and services take place. This phase focuses on integrating various components of CRM, such as data, processes, and technologies, to ensure smooth and efficient customer relationship management.

15. SFA stands for ___.
a. Source Force Automation
b. Supply Force Automation
c. System Force Automation
d. Sales Force Automation

Answer: (d) SFA stands for Sales Force Automation. It refers to using technology and software tools to automate and streamline various sales-related tasks and activities. SFA systems help sales teams manage their leads, contacts, opportunities, sales processes, and customer interactions more efficiently, ultimately enhancing sales effectiveness and productivity.

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

Answer: (b) By providing sales representatives access to customer information, sales history, and insights, SFA systems enable personalized and tailored customer interactions. It improves customer satisfaction, stronger relationships, and increased sales revenue.

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

Answer: (a) The contract management enables organizations to manage and track customer contracts, including pricing, terms, and conditions. By integrating contract management with SFA, businesses can ensure consistency, accuracy, and efficiency in their financial processes, contributing to better financial control and customer satisfaction.

18. The entire sales pipeline is affected by ___ reporting
a. Inconsistent
b. Consistent
c. Overall
d. None of the above

Answer: (a) Inaccurate or inconsistent reporting can lead to misunderstandings, miscommunication, and inefficiencies in sales. It can result in missed opportunities, delays, and errors in sales forecasting, pipeline management, and decision-making.

19. Customer and account can be developed through a medium of ___ software in an organization.
a. Customer Force Automation
b. Account Force Automation
c. Sales Force Automation
d. Supply Sales Force Automation

Answer: (c) SFA systems provide tools and functionalities to manage customer interactions, track sales activities, and analyze customer data. By leveraging SFA software, organizations can enhance their sales processes, improve customer relationships, and achieve better sales outcomes.

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

Answer: (a) A server-based iMobile suite allows mobile users to access and interact with enterprise applications, databases, and data in real-time, regardless of location. The server-based approach ensures centralized management, security, and control over the data and applications accessed through mobile devices.

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

Answer: (a) It typically involves physically connecting the device to a docking station or port on a computer to transfer and synchronize data. This method is commonly used for smartphones, tablets, and handheld devices.

22. Use of ___ help to supplement sales efforts and provide fast data amidst busy business schedules.
a. FAS tools
b. CRM tools
c. SFA tools
d. ASF tools

Answer: (c) SFA tools automate sales-related tasks and processes, such as lead management, contact management, opportunity tracking, and sales reporting. By automating these tasks, SFA tools enable sales professionals to focus on selling activities and make informed decisions based on real-time data.

23. ___ is part customer automation and part sales force automation
a. Data Force Automation
b. Field Force Automation
c. Customer Force Automation
d. Sales Force Automation

Answer: (b) Field Force Automation refers to using technology and tools to automate and streamline field-based activities and processes, such as field sales, field service, and field data collection.

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

Answer: (a) Enterprise Marketing Automation encompasses various tools and functionalities for managing and executing marketing campaigns, including email marketing, lead nurturing, campaign tracking, and analytics.

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

Answer: (d) Enterprise Marketing Automation (EMA) is designed to automate processes like designing, implementing, and analyzing direct marketing campaigns that are sophisticated. EMA systems provide tools and workflows for automating tasks such as campaign creation, lead scoring, email delivery, and campaign performance tracking.

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