ThatQuiz
|
Test Library
|
Take this test now
Customer Relationship Management - Test
  • 1. What does CRM stand for?
A) Customer Retention Model
B) Consumer Relationship Marketing
C) Customer Resource Management
D) Customer Relationship Management
  • 2. CRM helps businesses to:
A) Understand customer needs and preferences
B) Lower taxes
C) Reduce employee turnover
D) Increase raw material costs
  • 3. Which tool is commonly used in CRM to track customer interactions?
A) CRM software
B) Accounting spreadsheets
C) Personal diaries
D) Social media platforms
  • 4. Which industry benefits the most from CRM solutions?
A) Agriculture
B) Retail
C) Mining
D) Construction
  • 5. CRM can help improve:
A) Employee annual leave
B) Company expenses
C) Customer loyalty
D) Product quality
  • 6. CRM helps in:
A) Ignoring customer complaints
B) Identifying sales opportunities
C) Avoiding customer feedback
D) Exceeding customer expectations
  • 7. What is the purpose of CRM analytics?
A) To forecast weather patterns
B) To monitor competitor activities
C) To analyze customer data for insights
D) To track employee attendance
  • 8. CRM software customization is important for:
A) Aligning with specific business needs
B) Diversifying revenue streams
C) Minimizing customer interactions
D) Standardizing industry practices
  • 9. Which company developed the first CRM product, Siebel Customer Relationship Management?
A) Siebel Systems
B) Oracle Corporation
C) Zoho Corporation
D) SAP
  • 10. What was one of the best-known precursors to modern-day CRM?
A) SugarCRM.
B) Siebel Customer Relationship Management.
C) The Farley File.
D) ACT! by Pat Sullivan and Mike Muhney.
  • 11. In what year was the first open-source CRM system developed?
A) 1999
B) 1987
C) 2013
D) 2004
  • 12. Which company's acquisition by Oracle occurred in 2005?
A) Peoplesoft
B) Salesforce.com
C) Zoho Corporation
D) SAP
  • 13. What was the projected global CRM market size for 2032 according to a forecast?
A) $200 billion.
B) $262.74 billion.
C) $101.41 billion.
D) $300 billion.
  • 14. What was the estimated revenue for customer data platforms as of February 2017?
A) $500 million
B) $1 billion
C) $100 million
D) $300 million
  • 15. Which company is noted for a 75% annual profit growth due to CRM strategies?
A) MBNA Europe
B) Google
C) Apple
D) Amazon
  • 16. What trend refers to customers using social media in CRM contexts?
A) The era of the 'social customer'
B) Mobile CRM usage
C) Social networking integration
D) Cloud computing adoption
  • 17. How much above the industry norm is MBNA Europe’s card usage by their customers?
A) 30%
B) 75%
C) 52%
D) 90%
  • 18. What percentage of MBNA Europe's profitable customers do they retain?
A) 75%
B) 50%
C) 80%
D) 97%
  • 19. Which company was the first to provide enterprise applications through a web browser?
A) SAP
B) Oracle
C) NetSuite
D) Salesforce.com
  • 20. Which report identified the nine most significant CRM suites in 2016?
A) A Salesforce.com report
B) A Forrester report
C) A Gartner report
D) An Oracle report
  • 21. Which year did artificial intelligence and predictive analytics become identified as the newest trends in CRM?
A) 2007
B) 2017
C) 2020
D) 2003
  • 22. Which social media platform can be used to collect and analyze information about customers?
A) Print newspapers.
B) Social networking sites.
C) Radio shows.
D) Television broadcasts.
  • 23. Which company uses IT tools to deliver a consistent service experience across its properties?
A) Amazon
B) MBNA Europe
C) Wyndham
D) Google
  • 24. What percentage of respondents used less than half the functionality of their existing CRM systems?
A) 25 percent
B) 43 percent
C) 75 percent
D) 60 percent
  • 25. Which company organized the first Customer Relationship Management Summit in 2009?
A) Oracle Corporation
B) SAP
C) Gartner
D) Salesforce.com
  • 26. Which method is NOT one of the basic methods of customer profiling?
A) Psychographic approach.
B) Behavioral analysis approach.
C) Consumer characteristics approach.
D) Consumer typology approach.
  • 27. What impact does a 5% increase in customer retention have on lifetime customer profits?
A) Has no significant effect
B) Boosts by 50% on average across multiple industries
C) Reduces by 10% across all industries
D) Decreases by 20%
  • 28. What was the CAGR projected for the CRM market from 2024 to 2032?
A) 12.6%
B) 15%
C) 10%
D) 8%
  • 29. Which organization has contributed to VRM development through the Internet Identity Workshops?
A) Oracle
B) Identity Commons
C) Salesforce.com
D) SAP
  • 30. Which company's CRM product was enriched with shipping and marketing capabilities between 1997 and 2000?
A) Siebel
B) Oracle Corporation
C) Zoho Corporation
D) SAP
  • 31. Which company acquired RightNow in October 2011?
A) Oracle
B) SAP
C) Salesforce.com
D) NetSuite
  • 32. What percentage of companies had end-user adoption rates above 90 percent according to CSO Insights?
A) Less than 40 percent
B) About 30 percent
C) Exactly 50 percent
D) More than 60 percent
  • 33. Which CRM component focuses on direct customer service technology?
A) Marketing automation
B) Service automation
C) Sales force automation
D) Analytical CRM
Created with That Quiz — the math test generation site with resources for other subject areas.