Customer Relationship Management

1. ---------------- is a model for managing a company’s interaction with current and future
customers.
2. ------------- facilitates the efficient production of a large number of similar products.
3. -------------- is a system of manufacturing based on principles such as the use of
Interchangeable parts, large-scale production, and the high-volume Assembly Line.

4. ------------- introduced scientific management at the beginning of 20 thcentury.

5. ------------ is a type of marketing (or attempting to sell through persuasion) of a product to a
wide audience.
6. ------------ has its origins in the 1920s with the inception of mass radio use. This gave
corporations an opportunity to appeal to a wide variety of potential customers.
7. Big 4’s who contributed to TQM are Deming, Juran,Crosby& ------------------.
8. ---------------- is a management strategy aimed at embedding awareness of quality in all
organizational processes.
9. ----------- is a management strategy aimed at embedding awareness of quality in all
organizational processes.
10. CRM can be defined as an alignment of strategy, processes and ----------- to manage
customers and all customer-facing departments & partners.
11. With the product quality at all-time highs, --------------- find it increasingly difficult to gain
competitive advantage based solely on product attributes.
12. --------------- is a sales technique where a seller induces the customer to purchase more
expensive items, upgrades or other add-ons in an attempt to make a more profitable sale.
13. ---------------- is a sales technique used to get a customer to spend more by purchasing a
product that's related to what's being bought already.
14. The idea of CRM is that it helps businesses use ................... and ................... to gain insight
into the behavior of customers and the value of those customers.
15. ------------- was used to refer to the procedure of creating customer focus groups that could
be used to speak to some of the customers of the company.
16. Customer Relationship Management (CRM) solutions provide ------------- services for
planning, developing, maintaining, and expanding customer relationships, with special
attention paid to the new possibilities offered by the Internet, mobile devices, and multi-
channel interaction.
17. ----------- utilizes database and sometimes data warehouse to extract appropriate data
regarding different customers.
18. ---------------- is responsible for automation of marketing related processes. Its key role is to
improve efficiency of marketing staff that in turns improves company’s marketing processes.
19. --------- is responsible for automating all sales related processes.
20. ----------is responsible for automation of marketing related processes.
21. ----------- collects and manages queries/requests from the customers to facilitate
organisation with customer management.
22. Churn Rate is also known as --------------.
23. --------------is determined by the number of customers who end/discontinue their relation
with an organisation (for any reason).
24. The basis of ------------is offer of continuous replenishment including Just-in-Time (JIT)
inventory management, efficient consumer response initiatives through electronic order
processing and Material Resource Planning (MRP).
25. ---------------is a method of providing goods or services to consumers that relies on direct
marketing and continues into perpetuity. Also known as auto-replenishment, this
relationship continues until the customer ends it by notifying the marketer.
26. ---------------aim at meeting individual customers needs which is fully satisfying and uniquely
customized.
27. In the mass markets, information on ------------becomes the basis of individual customer
interactions and attempt is made to fulfil the unique needs of each.
28. ------------ is a marketing practice where two companies cooperate with separate distribution
channels, sometimes including profit sharing.
29. A sales representative at an electronics retailer suggests that the customer purchasing a
digital camera also buy a memory card is an example for -----------------.
30. Spotify+ Uber is an example for -------------
31. You’re about to buy the model with 32GB of storage space, the online store can suggest you
get the one with 64GB or 128GB, is an example for -------------------
32. -----------allows companies to score a customer, based on one relative worth to the company,
over long-time.
33. ------------ is a data-driven representation of the worth, in monetary terms, of what a
company is doing or could do for its customers.
34. --------------- is a form of marketing that identifies key events in the customer and business
lifecycle.
35. Mailing an application for an increase in collision damage insurance to all customers who
have recently had traffic accidents is an example of -------------to a largely undifferentiated
segment of the existing customer base.
36. At -------------CMM level in CRM implementation ,there may be a suggested sell-cycle, but is
used spontaneously at best, based on the impulse of the individual salesperson.
37. The success of a ------------ CMM level of firm is not dependent on processes ,it is based
solely on the skill levels of individual marketing, sales and support personnel.
38. In -------------------CMM level, sales people hit their numbers regularly, future business is
forecast with a fair degree of confidence, and customer satisfaction is within an acceptable
range.
39. The key attribute of a ------------- organization is that it achieves its success not through
sophisticated CRM process methodologies, but rather through solid management.(CMM
level )
40. In ------------- CMM level every employee in marketing, sales and support knows the way of
how things need to bedone-not only the accepted way of doing things, but also the only way
a to do them.
41. A firm at ---------------has solid CRM processes that are optimized by the most sophisticated
CRM systems.
42. In ------------CMM level, common causes of customer loss are identified and the company can
prevent the dissatisfaction of their customers by offering invisible quality and services.
43. Common causes in a stage of slump in sales and marketing activities are eliminated in
-----------------
44. --------------- ensure that the company is focused on achieving specific customer goals, and
will provide direction to the selection and deployment of CRM applications.
45. --------------------- comprises a mix of old legacy channels such as call centers, mail, sales force,
and new channels such as mobile, Internet, voice automation, and interactive TV.
46. CRM prioritization plans involve 3 activities, Quick Wins, Short term developments
&-------------------.
47. ----------------- is the phase of CRM implementation where the stakeholders at the executive
level are identified and engaged. This also is the phase where software selection occurs.
48. ------------------- is responsible for all aspects of the implementation, including cost control,
quality and testing, and customer satisfaction.
49. ------------is a CRM architect who takes a hands-on role in the project & assists the PM in
preparing the statement of work.
50. The product catalogues, the sales process embedding, the account and contact databases,
and the sales pipeline management criteria, among other things, are developed during
--------------phase of CRM projects.
51. ------------- CRM project phase includes Includes call centre technology, Computer Telephony
Manager, Interactive Voice response.
52. ------------- CRM project phase identifies the integration points between the legacy systems,
the CRM application, and the possible installation and customization of other new non-CRM
applications and systems.