Customer Relationship Management MCQ – CRM Multiple Choice Question with Answers for preparation of academic and competitive exams. Show
 1. CRM is a business philosophy that aims at maximizing ___ in the long
run.
2. Contacts with a customer can be managed by phone, fax and e-mail. (True/False)
3. According to ___, CRM is an iterative process that turns customer information into positive customer relations.
4. In the 1980s, the emergence of ___ marketing took place.
5. CRM helped in increasing customer satisfaction from order to end
product. (True/False)
6. Although ___ was developed as a Linux program, it is compatible with Windows.
7. A CRM system stores comprehensive information of a customer in a centralized way which is accessible anytime. (True/False)
8. A successful CRM increases production and profit throughout the ___.
9. CRM understands the ___ and the capability to create an
action plan for the staff working in the various segments.
10. Companies that are using ___ are raising the level of personalization.
11. Operational CRM has developed into two variants namely eCRM and mCRM. (True/False)
12. The main goal of ___ is to enable two-way continuous interactivity between the customer and the company.
13. The objective of data mining is to detect ‘known’ relationships among data.
(True/False)
14. Which of the following options includes relationship management with external stakeholders in the value chain?
15. The tools of technology are Information Technology and Knowledge Management. (True/False)
16. ___ are important to develop and evaluate the results of marketing interactions. (Pick the right option)
17. The result of the comparison between customer’s expectation and customer’s perception is ___.
18. Measuring customer satisfaction requires a set of activities such as preparing questionnaires, conducting surveys, and analyzing the results. (True/False)
19. ___ means customer’s belief related to products or services received or experienced.
20. CRM system
generates ___ throughout interactions on different channels.
21. There are three phases of customer interaction. (True/False)
22. ___ is the translation of customers’ strategies into rules.
23. Integrated view of the customer provides a connection between customer interaction channels and customer strategy. (True/False)
24. In ___, active management and assessment of products and services take place. (Pick the right
option)
25. CRM ___ combines the information of the customer that flows through different departments and customer channels.
26. Salesforce automation helps automate some processes that are associated with services. (True/False)
27. The ___ of CRM deals with communication between companies and their customers. (Pick the right option)
28. Technology plays a vital role in managing ___.
29. SFA ensures ___ and helps to increase the revenues by making better decisions.
30. SFA enables collaboration and improves communication in the sales team. (True/False)
31. ___ enables wireless or wired data synchronization between enterprise systems and mobile
devices.
32. Docking synchronization is done once a day and it is primarily used to retrieve basic information like addresses, phone numbers, etc. (True/False)
33. Which one of the following options is the correct benefit of SFA?
34. Features like strong ___, easier integration, and better end-user experience are included in SFA.
35. Which of the following features of SFA helps to integrate the financial functionality of the back and front office of an organization?
36. Dashboards provide immediate access to a real-time view of sales data. (True/False)
37. A 360-degree view of each lead, customer, and account can be developed through a medium of ___ in an organization.
38. Opportunity management functionality of SFA helps to manage multichannel interactions. (True/False)
39. Which of the following options is linked to order management?
40. ___ and sharing of information are enabled in SFA to improve the organization.
41. If ___ is not done regularly, organizations may find it very expensive to manage data.
42. It is essential that marketing managers or team leaders have monthly access to the SFA system. (True/False)
43. Most of the SFA systems have default lead and opportunity stages, accounts
and contacts fields, reports, and dashboards. (True/False)
44. The entire sales pipeline is affected by ___ reporting.
45. Conflicts of data should be reconciled at the record level rather than at the field level. (True/False)
46. An efficient synchronization system must: (Choose the false option)
47. During synchronization, to avoid database errors, the system should apply only those files that are complete. (True/False)
48. Use of ___ helps to supplement sales efforts and provide fast data amidst a busy business schedule.
49. Reporting engine pulls out information from multiple sources to produce reports. (True/False)
50. Name two industries that use tools to provide product-specific configuration
support to build products for their customers.
51. ___ is part of customer automation and part of sales force automation.
52. EMA is designed to ___ the processes like designing, implementing, and analyzing direct marketing campaigns which are sophisticated in nature.
53. The main objective of EMA is to fasten the cycle of the direct marketing campaign. (True/False)
54. Which among the following is defined as an ability
to track and respond to clients in an individualized manner? a) Personalization
55. Personalization is done by analyzing each customer’s past contacts and behaviour. (True/False)
56. Outbound e-mail management helps organizations handle inbound queries raised by customers.
57. The ___ e-mail management is totally considered as a service-oriented
activity.
58. ___ helps the organizations to form and perform permission-based marketing campaigns.
59. Enterprise Marketing Automation helps in improving marketing effectiveness and efficiencies by planning, testing, and executing ___.
60. EMA software helps an organization to pick up the contact details from multiple sources in ___ form.
61. De-duping helps to make only one entry per customer. (True/False)
62. It is important to store the list generated for a particular campaign in the database. (True/False)
63. A ___ is successful and effective if there are careful research and a well-planned design that focuses on the details and implementation of the campaign.
64. Which among the following is a major part of applications and techniques that help in gathering, storing, analyzing, and accessing the data?
65. A business analytical application automates the process of ___ and generally carries out a part of the decision-making activities of a human being.
66. Financial modelling, budgeting, resource allocation, and competitive intelligence are some of the advanced applications of BA. (True/False)
67. The process of analyzing and extracting the important information from a pile of
collected data is defined as___.
68. Visualization or data visualization is a ___ tool that helps in interpreting data using visuals or images.
69. DSS are highly helpful in identifying the relationship between trends. (True/False)
70. In ___, devices connect directly and synchronize with their owners’ data on a PC. (Pick the right option)
71. An efficient synchronization system is a system that is successful in sending ___ amount of data to remote users.
72. ___ is the latest, new generation direct marketing software that helps marketers to automate their marketing activities.
72. Integrated marketing strategy aims at unifying different marketing methods. (True/False)
73. Indirect communication channels
promote sales whereas direct communication channels promote sales and improve the ___.
74. Name two direct communication channels.
Thanks for visiting our website if you like the post on CRM Customer Relationship Management MCQ. You may download the pdf file from here. Read More:
Which of the following is true about customer relationship management?Which of the following statements is true of customer relationship management? It involves establishing and tracking customer interactions with the company.
Which of the following is not required for customer relationship management?The collective value proposition is NOT an element of customer relationship management.
Which of the following is true regarding customer relationship management CRM systems?The answer is c. CRM systems enable the marketer to track competitors' sales performance in order to monitor market share performance of the firm's products.
Which of the following is true about customer relationship management CRM quizlet?Which of the following statements is true of customer relationship management? It involves linking all processes of a company from its customers through its suppliers.
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Which of the following is not true about the customer relationship management
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