1.

CRM Objectives -> satisfaction, revenue growth, cost reduction

2. Why do customer leave -> core services failure, service encounter failures, poor service
recovery, pricing, competitive reason, inconvenience, etchical problems (kecuali satisfaction,
high technology)
3. what is relationship-> emotional bonding, close, grow each other, depend on each other,
attention and empathy, give and take, mutual benefit
4. IDIC Methodology -> semua

5. Managing CRM Implementation → Semuanya Benar

6.Trade was based on the relationship and intermedianes were powerful in the distribution chain
but nowadays, organizations act in the dynamic and complex environments, the competition among
organizations has increased → Products life-cycle are reduced and lifecycle of organizaions decline
rapidly
7. Costs of attracting new customers is five times of maintaining existing customers. → True

8.There are two approaches for E-CRM, business approach and technology approach → True
9. customer relationship management is about

acquiring the right customer, instituting the processes, motivating employee

10. Which one is not the main goal of CRM Strategy implementation?

enterprise social
11. Customer relationship is the core of relationship marketing...

To improve customers
12. CRM as a business development strategy reflects the need for Business Process Reengineering
from those three levels... → The social-level necessity

13. According to the three key parts of CRM → Improving BPR movement with CRM

14. from these statements which one is not function of CRM inhotel → CRM is a high-cost strategy
for customer acquisition
15. below are how CRM Increasing organizational perfomance, except → Worker’s Training

16. the measure on customers which should affect perfomance are shown below, except → Number
of lost customer

17. From the following, which one is not the management dimension of CRM?

Uses Data Mining to Understand customers’ Behavior

18. Banking sector facing superior challenges than ever before in executing their customer
management strategies because of things below, except

Retail Activity
19. Which one from the statements below that in not a reason why CRM implementation may not
always fulfill companys potential

Strengthening to provide again and again good experience for the customer

20. An enterprise can win advantage in heating competitive market in such way as below, except

Be good for attracting customer in initial period

21. An enterprise can win advantage in heating competitive market in such way as below, except →
Be good for attracting customer in intial period

22. The wrong strategy for Chinese catering enterprises in applying CRM is → Make use of CRM to
get the customers that most suitable for the enterprises
23. An effective CRM strategy has at its core the understanding that you can’t successfully be all
things to all customers. It isn’t critical to develop a CRM strategy for your business based on → What
improves the personality

24. Four steps in adopting a CRM Strategy. There isn’t include steps in adopting a CRM Strategy is →
Define mission, values, and system
25. Which isn’t part of the CFM strategy components? → Integration and alignment of information
system processes

26. CRM manages the customer relationship by → Know-target-sell-service

27. Berry (1983) said that: Relationship marketing is about …,…,and… customer → Attracting,
Maintaining, Enhancing

28. These statement follow are the definition of CRM →

A cross-functional strategic approach concerned with creating improved shareholder value through
the development of appropiate relationships with key customers and customer segments.

AND

The principles, practices, and guidelines that an organization follows when interacting with its
customers.
29. Below are the fundamentals of five perspective of CRM definition according to Zablah, Bellenger
and Johnston --> Philosophy, Process, Technological Tool

30. Project failures can be happen because of these reasons --> Poor Communication of objectives
and required changes, weak business case and inadequate attention, Lack of top management
support
31. The influence of customer relationship management to small and medium-sized enterprises are
listed below, except --> Become Large-Sized Enterprise

32. The factors that playing important role in the development of CRM are listed below, except -->
The New Recruitment

33. The main problems in implementation of small business CRM are listed below except →
The difficulty in choosing a customer relationship management software and the lack of basic
infomation.
34. The implementation strategies of customer relationship management in small and medium sized
enterprise are listed below, except →

Use the multi-national advertising to improve brand name

35. These are some of the five stages of telecommunication enterprise customer life cycle →
Entry stage, mature stage, upgrading stage

36. These statements represent the condition of china telecome industry in case of customer
segmentation’a defect →

Excessive customer segmentation causes unreasonable increase of the management cost.

37. What are the Marketing Strategy of China Telecom Industry of Mature Stage? → The learning
cost, The fee adjustment, brand image
38. These are some charachteristics of Telecom Customer Life Cycle Management --> The
telecommuncations enterprises target customers from the vast number of consumer groups, take a
different marketing strategy during the differenr stages of customer relationship, implement
dynamic management
39. Which of the following is not involved as CRM activity → Production

40. The tangible benefits of using CRM based on Chen Chen 2004, are except → Achieving customer
satisfaction

41. Below are CMB’s retail banking CRM strategies, except:

High-quality customer relationship management achieved by sms-banking

42. Below are CMB’s retail banking CRM recommended action, except

Strengthen the training and assessment of personal human resources managers

43. The main functions of mobile banking services of CMB are, except -->

Passbook Registration
44. Business firms generally adopt

High Cost,innovation

45. By making CRM applications mobile -----> Take a long time to access data
46. Analysis of the two organisations like dow corning and direcTV -----> reduce productivity

47. Several aspect Customer Relationship Management, except ----> Marketing

48. Not included of “market-oriented management” ----> personal/individual transaction
73.Demographic Based customer segmentation
74.

45. By making CRM applications mobile, businesses can’t allow their staff to →Take a long time to
access data

46. Analysis of the two organisations like Dow Corning and DirecTV indicates that mobile CRM
applications don’t help to → Reduce Productivity

47. In these below, there are several aspects of Customer Relationship Management’s role, except
→ Marketing
48. This is not included of ‘market-oriented management’ which is different from CRM is →
Personal/individual transaction and per-case customer resolution

49.Which of the following components of Profitability of customer relationship: i,iii,iv

50. The following sentences are known as CRM definition in short way, except→ A technical business

51. these are the levels in CRM extented, which one is the wrong answer → effective
52. why customer relationship management can grow rapidly and are widely implemented → high
customer expectations, increased interest in one-stop shopping, attention to one-to-one
relationship

53. What are the reasons behind the failure of CRM projects?

Wrongly assuming that CRM simply is a technology initiative, inadequate support of top
management toward CRM intention, misunderstanding customer lifetime value
54. Operational Customer Relationship Management includes all of this factors:

Sales force automation, field service automation, call center support

55. There are several data mining techniques in order to gain customer information, which is not
regarded as data mining techniques?

Design of Experiment
56. RFM analytic model differentiate important customers based on the values of three variables.
The R, F, and M stands for.... which is combination is not right?

F=frequency, R=retention

57. Customer Satisfaction is the initial outcome of CRM. Below is tactical approaches or key success
factors in enhancing customer satisfaction according to Javalgi. Which is not correct → Customer
Value
58. In conceptual Model of Service Quality and its Implications For Future-Research These
dimensions can be appreciated in the following list, exclude → Active: get the right thing

59. When developing the SERVQUAL model in 1988, the authors refined, condensed and validate the
ten original dimensions and grouped them into the following dimensions, exclude → Sensitive:
Employees and their ability to inspire trust and confidence
60. What logic is usually used in determine and define the strategy in CRM strategic → Mathematical
Logic

61. Which one is not CRM strategic goal → SERVQUAL

62. Most franchise systems face the following issues with aggregating customer information except
→ Franchise collected a lot of data about its customers

63. It should be considered in developing a customer data include the following. Except →
Specialized collection only for new
64. Which company do to help them identify specific areas of development are as follows, except →
Searching for calculating the transaction

65. There are 3 key factors in the strategic planning,which one is NOT >> TPM (TOTAL
PRODUCTIVE MAINTANANCE)
66. Statement below which is not the benefit to the company CRM >> Optimize the Input Proces

67. The Strategic CRM process are >> Strategic Controlling , Strategic Explanation
68. Key Performance Indicators below that can use to analyze the customer relationship are >>
availability of the customer relationships

69. Relationship marketing contains all these vertical relationship as follow → manufacturer
70. Based on Tamosiuniene and Jasilioniene (2007) --> the creation of a picture of what the
customer-centric enterprise will look like to ensure that a competitive position can be created in
the marketplace.

71. A realistic estimate of the total business that can be expected from a customer, if he/she
remained loyal over his lifetime is called:

Customer lifetime value

72. To achieve the value of CRM performance, it is needed to measure performance against metric
which is discussed in → CRM Performance

73.Below is the way of public entreprise doing customer segmentation, except → Demography-
based customer segmentation
74. Voice of customer is a valuable source of customer information for the folloeing, except →
Production Management
75. This is the cycle to manage the customer, except → Make customer network

76. Which one os not correct about customer retention → The process of acquiring new customer
for business or converting existing prospect into new customer

77. Which one is not the strategies for sacking customer : Make an excellent customer service
78.There are several strategy to add customer value to increase customer retention, except. Raising
ProductPrice
79. There are prerequisites for successful creation of a quality e-CRM model, except Customer
satisfaction and loyalty, customer protection, and system intelligence tools.

80. Business Intelligence represent all potential uses of data and information in the enterprise for
making better decision. These are the main objective of introducing BI solutions, except --> short-
term data access

81. From three answer below this! What shouldn’t the organization do to be successful adopters and
implementers of CRM systems? --> should understand effective anticipation
82. What the meaning of CRM that can’t be understood -> Business Strategy

83. What is not point of CRM through process management -> Strategy Orientation
84. The three major reasons identified for the failure of CRM-projects in the European experience
are, except-> Increase market compecity

85. The CRM guidelines can be defined with the help of the following, except → Fluctuation
86.Mention CRM activity cycle which can be done, related CRM vision, except → Money
Management

87. Here are three different requirements to implement the four elements of the CRM activities
successfully, except: Customer Oriented Corporate Culture
88. CRM is integration of things below --> Raw materials
89. Ellows are phases to implement CRM -->

90. Definition of CRM according to Richards and Jones → Process of identifying customers, creating
customers knowledge, building customer relationships and establish customer perception of a
company and its product/solution
91. Which is not part of brand loyalty → Substitution behavior because of situational factors

92. Which is not an antecedent of the strategic CRM → Market turmoil

93. A CRM model is not relevant : organizational culture, business process, situation of the company
94. The main thing that must be considered : use of system, user participation, acceptance of
technology

95. These are the measurement of RFM : Proportion

96. These are correct about RFM : RFM model can not be used in banking system

97. The customer segmentation can improve the system because of these except:

The segmentation always separate women and men

98. These are the strategies to gain and maintain the Korean duty-free shop... except:

Rent a big house for the shop

99. The following statements is the key to the success of CRM, except →

Implementing CRM technology before creating a customer strategy

100. There are 5 steps in CRM strategy process model, the following are those 3 of 5 steps, except →

Deciding CRM technologies

TAMBAHAN YANG SOAL BEDA

1. Who is the customer? → Internal customer, External Customer
2. Drivers of CRM success → SEMUANYA BENAR (Leadership, People, Processess, Customer
Data, Technology)

3. Definition below which does not reflect Customer Relationship Management with
the right sentence is → CRM is about managing the customer portfolio efficiently
and effectively WITHOUT designing business policies which focus around the
customer
4. By implementing CRM strategies, firms can achieve many goals such as below,
except → Lower customer retention rates

5. The Strategic CRM Framework is modeled using the Results Chain technique described in the
book “The information Paradox”, by John Thorp. Three components of the technique are
used in the framework, except → Concrete
6. McDonald has a very famous management concept QSCV that fully embodying their CRM
strategies. Which one is the wrong content of the QSCV? → QUEUE

7. Which of the following are indicate the benefit strategic goals of the crm? i. Achieving
Competitive advantages ii. Increasing customer loyalty and reaching iii. Higher level of
customer satisfaction iv. Clearly defined the vision of company → i,ii,iii
8. The following matter that does not include in the problems with CRM of Chinese catering
enterprises is → The character of the customer itself

9. CRM is a sound business strategy in banks to devotes time and attention to expanding
account relationships with those customers through the following, except → Promotion
10. The definition of CRM through marketing aspect is → a combination of business process and
technology that seeks to understand a company’s customers from the perpective of who
they are, what they do, and what they are like

11. How does CRM help banks to provide lot of benefits to their customers → a,b,c
 12. The benefits of SCRM are → Keeping customer, engaging prospect and customer, developing
customer value

13. (1) to find, attract, and win new clients (2) nurture and retain those the company already has
(3)entice former clients back into the fold (4)reduce the costs of marketing and client service. The
overall goals of CRM are → (1),(2),(3),(4)
14. Tools that used to tactical aspect in CRM implementation are as follows:

Campaign management, sales-force automation, call centre management

15. The knowledge built on customer behavior, attitudes and mood will help drive benefits
throughout the value chain, impacting on suppliers (for example, forecasting demand) and
intermediaries (for example, shaping in store promotions). However, pioneers in large companies
face three hurdles… → organisational readiness, over-hype and over-expectation, project
management failings

16.Three dimensions need to be considered when planning a change programme → The ability of
the organisation to change, fitting the programme in with other initiatives, understand the
availability of time of key personnel
17. Which of the following is not the definition of CRM? → it’s using technology to organize,
automate, and synchronize business development, principally sales activities, but also those for
marketing, customer service and technical support

18. The incorrect perspective of Customer Relationship Management is → Developing only loyalty of
customer and not pay attention to the company’s profitability
19. Behavioral perspective of CRM is .. except →

Finding way to more improving profitability rather than customer retention

20. Which of the following is not components building the base of a functioning and effective CRM?
Controlling
21. The three part specific process of analytical CRM includes all of the following except → Customer
Segmentation

22. Which of these factors that not contribute to increasing the success rate of CRM programs → the
high operator’s commitment for serving the customer
23. What kind of activities that can be done on active data warehouse?
24. That the company needs to be clear about who their target customers are the following, except:

Assessment of the relationship with customers

25. There are 3 objectives of CRM’s process, which one is not the objective of CRM’s process → to
get what the customers need from our products or service
26. Which of the followings are the operative CRM →

27. RFM analysis answer the following question, except →

28. Below is stage of the development of business mindset. Which of the following is incorrect →
price-oriented
29. Here is the CRM strategy that can be applied to the Third-party logistic is, except →
Implementing Supply Chain

30. To reach customer profitability, the customers should be chosen based on some factors below,
except → frequency of complain
31. RFM analysis answer the following question, except → How to make the customer doing
repurchase?

32. The ‘monetary’ in RFM analysis explain the following, except →

33. Human resources play a critical role in creating a CRM to become a successful story. From the
following this, which are not the direction that make human resources can help better
implementation of CRM →

34. What is not the main components of CRM →

35. Bellows are the key reasons for CRM failures →

36. Bellows are some things that have to be considered when implementing CRM project →
37. What is the resource-based view →

38. Confidence in CRM vendors can be built with →

39. In knowing the success of CRM system, the studied variables include →

40. The following statements are the advantages of BSC that considered being excellent tool for
executing CRM strategy, except →BSC is goal oriented system, not an action oriented system