1.

According to _______, “CRM is a business strategy designed to optimize profitability, revenue and
customer satisfaction”.

A. PWC Consulting
B. Gartner
C. Starky
D. Reichheld

ANSWER : B

2.According to ________, “CRM is a business strategy that aims to understand/appreciate, manage

and personalize the needs of an organization’s current and potential customers”

A. PWC Consulting
B. Gartner
C. Starky
D. Reichheld

ANSWER : A

3.________ CRM is a core customer centric business strategy aims at winning and keeping profitable
customers

A. Strategic
B. Operational
C. Analytical
D. Collaborative

ANSWER : A

4. _______ CRM focuses on the automation of customer facing processes such as selling, marketing
and customer service

A. Strategic
B. Operational
C. Analytical
D. Collaborative

ANSWER : B

5. ________ CRM focuses on the intelligent mining of customer related data for strategical or tactical
purposes

A. Strategic
B. Operational
C. Analytical
D. Collaborative
ANSWER : C

6. ________ CRM applies technology across organizational boundaries with a view to optimizing
company, partner and customer value

A. Strategic
B. Operational
C. Analytical
D. Collaborative

ANSWER : D

7. Which of the following belong to strategic crm ?

A. Product oriented
B. Production oriented
C. Sales oriented
D. All the above

ANSWER : D

8. First generation CRM includes __________

A. Sales force automation

B. Customer service and support
C. BOTH A and B
D. None of the above

ANSWER : C

9. First generation CRM is a __________ approach

A. Strategic
B. Operational
C. Analytical
D. Functional

ANSWER : D

10. Third generation CRM is a __________ approach

A. Strategic
B. Operational
C. Analytical
D. Functional

ANSWER : A
11. Relationship management is a strategy employed by an organization in which a _______ level of
engagement is maintained between the organization and its audience.

A. Required
B. Continuous
C. Both A and B
D. None of the above

ANSWER : B

12. Strategic approach is _________ generation

A. First
B. Second
C. Third
D. Fourth

ANSWER : C

13.Functional approach is _________ generation

A. First
B. Second
C. Third
D. Fourth

ANSWER : A

14.Customer facing front end approach is ___________ generation

A. First
B. Second
C. Third
D. Fourth

ANSWER : B

15. Which of the following belongs to Marketing automation

A. Market segmentation
B. Campaign management
C. Both A and B
D. None of the above

ANSWER : D
16.Which of the following belongs to Sale force automation

A. Account Management
B. Lead management
C. Both A and B
D. None of the above

ANSWER : C

17.Which of the following belongs to Service Automation

A. Market segmentation
B. Campaign management
C. Both A and B
D. None of the above

ANSWER : D

18. Case management belongs to _________

A. Service Automation
B. Sales force automation
C. Communication Automation
D. Marketing Automation

ANSWER : A

19. Contract management belongs to _________

A. Service Automation
B. Sales force automation
C. Communication Automation
D. Marketing Automation

ANSWER : B

20. Event based marketing belongs to __________

A. Service Automation
B. Sales force automation
C. Communication Automation
D. Marketing Automation

ANSWER : D

21. Strategic CRM is __________ Oriented

 A. Campaign
B. Event
C. Contract
D. Market

ANSWER : D

22. Pipeline management belongs to ________

A. Service Automation
B. Sales force automation
C. Communication Automation
D. Marketing Automation

ANSWER : B

23. Which of the following doesn’t belong to sales force automation ?

A. Pipeline management
B. Contract management
C. Market segmentation
D. Product configuration

ANSWER : C

24. Which of the following doesn’t belong to Service automation ?

A. Inbound communications management

B. Queuing and routing
C. Opportunity management
D. Service level management

ANSWER : C

25.Relationship management aims to create a partnership between the __________ and its
_________ rather than consider relationship merely transactional.

A. Wholesaler, Retailer
B. Seller, Retailer
C. Organisation , audience
D. Organisation , Retailer

ANSWER : C