E-CRM
1. CRM is all about
(a) growing customer
(b) keeping customer
(c) getting customer
(d) all of these
2. CRM stands for
(a) Customer Retention Management
(b) Customer Relationship Management
(c) Corporate Recording Method
(d) Customer Recording Method
3. E-CRM refers to
(a) building long-term customer relationship, by responding to the needs and wants of a customers, through the internet
(b) manage online customer relationship
(c) Both of (a) and (b)
(d) None of these
4. Full form of E-CRM is
(a) Elective Customer Relationship Management
(b) Electronic Customer Recording Method
(c) Electronic Customer Relationship Management
(d) None of these
5. The overall goal of CRM is/ are
(a) to communicate with all of them on an individual basis
(b) to manage effectively the differentiated relationships with all customers
(c) both (a) and (b)
(d) none of these
6. The firm use CRM can maintain the:
(a) Business to Customer Relationship (B2C)
(b) Business-to-Business Relationship (B2B)
(c) Both (a) and (b)
(d) Customer to Customer Relationship (C2C)
7. The link between customer satisfaction and the return on investment is known as
(a) Profit
(b) Loss
(c) Contribution
(d) Customer Commitment
8. In E-CRM customer acquisition means
(a) identifying the appropriate customers to target
(b) encouraging customers to purchase further products through personalized web and e-mail communications
(c) encouraging customers to purchase more expensive products which may also be in other categories
(d) attracting the customers in the target profile to your website and encouraging them to opt-in
9. In E-CRM, customer retention refers to
(a) tailoring of messages in line with customer preferences and behaviours
(b) a communication strategy with existing customers to deliver messages through e-mail, SMS and traditional media
(c) delivery of communication offering the next best product
(d) all of these
10. The phases of E-CRM are
(a) Customer Acquisition
(b) Customer Retention
(c) Both (a) and (b)
(d) Customer Reactivation
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