MKT206 CRM primary processes includes……… *Logistics* Price promotion tactics does not include……….. *Price increase* The five generic cross-functional CRM processes does not include…….. *Customer segmentation* CRM successful implementation steps do not include………. *Product segmentation* 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 is …… *Scarcity attraction* Customer retention approaches in customer relationship management does not include adding ………. *managerial benefits* The duties of a CRM Manager includes only…….. with other departments *Synergize*8 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 Contract and ……… *licencing of software* The second step towards the implementation of CRM is Program ……. *Initiatives* ………...is not an aspect of customer relationship management *Negotiation* Decision roles in consumer behaviour does not include ……… *Producer* The ……... CRM processes at the customer-facing level does not include relationship *8Three* ………. focused is not an advantage of a customer-focused business approach *Product* The extent to which an interaction varies from and builds upon the preceding stream of buyer–seller interactions is known as Interaction ………….. *Consistency* ……..is defined as those that CRM information must be accessible for recognizing and contacting them in the company. *Customers* CRM horizontal processes refer to the cross-functional processes such as Product ……. *Development* The three CRM processes at the customer-facing level do not include relationship……… *Channels* ………... process is not a CRM process *Trading* When a loyal customer has repetitive requirement of the same product, such customers may be described as……… loyal *Brand* Price promotion tactics does not include ……… increase *Price* ……….is the tool that helps a project manager to keep CRM project on track *Calendar* Customer retention approaches in customer relationship management does not include adding managerial ………. *Benefits* 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 is …… *Scarcity attraction* CRM successful implementation steps does not include………. *Product segmentation* CRM delivery processes include………. management *Lead* Whole cluster of benefits when company promises to deliver through its market offering is called ____ *Value proposition* This is an approach to selling goods and services in which a prospect explicitly agrees in advance to receive marketing information.____ accuracy and the right space *Permission marketing* In an Internet context, this is the practice of tailoring Web pages to individual users’ characteristics or preferences. ____ *Personalization* This is the processing of data about customers and their relationship with the enterprise in order to improve the enterprise’s future ____ policy in place *CRM analytics* This is a systematic approach to the gathering, consolidation, and processing of consumer data that is maintained in a company’s databases ____ marketing *Database* This is an arrangement in which a company outsources some of its functions to an application service provider (ASP); ____ CRM *Hosted* This is a central point in an enterprise from which all customer contacts are managed; ____ centre *Contact* ____ modelling; in data mining, this is a technique used to predict future behavior and anticipate the consequences of change. *Predictive* This is an approach to selling goods and services in which a prospect explicitly agrees in advance to receive marketing information. ____ marketing *Permission* This is a broad category of applications and technologies for gathering, storing, analysing, and providing access to data to help enterprise users make better business decisions. ____ intelligence *Business* This is a systematic approach to the gathering, consolidation, and processing of consumer data (both for customers and potential customers). ____ *Database marketing* CRM is an arrangement in which a company outsources some or all of its customer relationship management functions to an application service provider (ASP). True OR False *False* This is a central point in an enterprise from which all customer contacts are managed ____ *Contact centre* This is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender and ------ status. *Marital* Transactional marketing strategies focused on attracting______________ *Customers* Identify and know are action verbs used in stating behavioural objectives. True OR False ____ *False* Each interaction with the customer is recorded and stored within the ____ *CRM software* ________ is not included in the decision model that explains consumer purchase decision. *Social stimuli* The role of children as influencers in a wide range of purchase contexts is known as___________ *Pester power* The initial successful planning can only lead towards the long term ------- *Objectives* The second step towards the implementation of CRM is ____ initiatives attitude *Program* The step that will prepare everyday plans to help the organization in achieving long term goals is called *Departmental plans* Testing of dominant theory is to remove ____ *Anomalies* This --------- part is implemented by preparing various modules for the various activities like sales, marketing *Technology* CRM is related to Management. True or False *True* The aim of this course is to expose you to the concept and practices of customer relationship management. What is the meaning of this statement? All of the options The units of ENT 206 was divided into 10 Customer is defined as Paying client Listening is the same as being quite True Customers are mainly referred to the following except one Vendome Who provides raw materials and/or services required for manufacture for which they are paid by the company? Supplier In making a design policy, the needs of the ________ should be basic. Audience The business strategy directed to understand, anticipate and respond to the needs of an enterprise's current and potential customers in order to grow the relationship value. CRM Customer relationship management consists of _______ areas 4 CRM as a comprehensive strategy and process of acquiring and selective customers to create superior value for the company and the customer. Parvatiyar and Sheth, 2011 Gibbert, referred to CRM as a business strategy designed to optimize profitability, revenue, and Customer satisfaction ------- is a method broadly a way of treating or dealing with somethingrelationship Approach A well operative CRM system can be an extremely powerful tool for ________ and customer strategies Management The major areas of CRM include strategy, employees, technology, and__________ Process Key workers provide more values for company through increasing profits, active long-term relationships, powerful leadership for the company by ---------- Akroush, 2011 Internal marketing is resulted from interaction between ________ and marketing Human resource management The modern concept of customer service has its roots in the Craftsman Economy of the ________ 1800s A shift in this balance began in the 1970s, as international competition increased, and the dominance of western manufacturers was challenged, first by Japan We have to assess the global situation today and derive that we are facing a new . Development The changes in market demand and competitive strategy forced the company to change from transactional marketing to Relationship marketing The objective of transactional approach of marketing is to sell more products and services to maximize and Sales and profit Customer knowledge is required to satisfy their customers and reach the ultimate goal of a Company Contradiction arising from differences in interests, ideas, ideologies, orientations, beliefs, perceptions or tendencies is Conflict Enterprises noticed that they could only be successful if they adopt Customer-based marketing Customer relationship management has been accepted as a Management philosophy Process of building, organizing and using databases of customers to build customer relationship is classified as Database marketing CRM allows an organization to accomplish all of the following, except: Complicate marketing and sales processes What is the top CRM business driver? Automation/productivity/efficiency Which of the following is not one of the CRM business drivers? Increase revenues What is operational CRM? All of the options What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers? Analytical CRM Which is not a classification of conflict? Conquered and Non Conquered Parties Analytical CRM tools can slice-and-dice customer information to create made-to-order views of: All of the options Building and sustaining long term business with customers is the aim of Customer relationship management Customer Relationship Management is about All of the options CRM technology can help in All of the options _______ uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis. Data mining The overriding concern of Karl Marx is that social conflict is an imperative route to Development The method used to assess real cost of providing services to an individual customer is Turnover based accounting A consumer buying behaviour is influenced by Both Cultural and social factors and Personal factors Indian marketers use a term called socioeconomic classification, which is based on the _______ of chief wage earner. Both Education and Occupation Socioeconomic system classifies rural households into _____ broad categories. 4 Philosophizing about science is primarily concerned with The processes and products of science The method of teaching in which learners try to find out things for themselves is known as: Inquiry of teaching Social class is indicated by ________variables. Several Process of manage information about customers to maximize loyalty is said to be Customer relationship management Any occasion on which brand or product is encountered by end customers is called Customer touch point Record which is based on business customers past purchases, sales price and volumes is classified as Business database Third step in customer's value analysis________________assessing attributes importanceBoth Performance monitoring and Competitors performance Customized products and services for customers and interaction to individual customers are part of Customer relationship