Top 50+ Solved Customer Relationship Management (CRM) MCQ Questions Answer
Q. Customers lifetime purchases that generate net present value of future profit streams is called
a. customer lifetime value
b. customer purchases value
c. customer cost incurred
d. customer relationships
Q. 'total customer benefits' includes
a. product benefits
b. services benefit
c. image benefit
d. all of above
Q. Programs designed for customers which is limited to any affinity group are classified as
a. club membership programs
b. royalty programs
c. loyalty programs
d. group membership programs
Q. First step in analysis of customer value is to
a. identify customers value attributes
b. assessing attributes importance
c. assessing company\s performance
d. assessing competitors performance
Q. Difference between customers evaluation including all costs incurred and benefits is called
a. customer perceived value
b. company market value
c. customer affordability
d. customer reliability
Q. Process of building, organizing and using databases of customers to build customer relationship is classified as
a. database marketing
b. customer database
c. detailed database
d. company database
Q. Perceived monetary value of all benefits which customers expect from a given product because of brand image is called
a. total customer benefit
b. total customer cost
c. total economic cost
d. total functional cost
Q. System includes all experiences while using market offering is classified as
a. customer proposition
b. value delivery system
c. product proposition
d. distinctive proposition
Q. Number of customers or potential customers who will help in company's growth is classified as
a. customer base
b. retailer base
c. distributors base
d. marketers base
Q. Any occasion on which brand or product is encountered by end customers is called
a. customer touch point
b. company touch point
c. retailers touch point
d. relationship touch point
Q. Technique which tries to identify real cost of serving an individual customer is called
a. activity based accounting
b. cost based accounting
c. price based accounting
d. turnover based accounting
Q. a) customer managed relationship
a. b) data mining
b. c) permission marketing
c. d) one-to-one marketing
d. e) batch processing