1. What is Customer Relationship Bonding?

Refers to starting with people who have never heard of a company and end up with people who
understand how the company is positioned against the competition
Refers to a customer identifying with the values and emotions embodied in your product, service, or
organization
Refers to where the customer interacts frequently with the company to be worth knowing and
tracking as an individual
This requires the merchant to foster interaction between customers
2. _____________ is the erosion of customer loyalty after the customer moment leading to their capture by a
competitor.
Depreciation
Appreciation
Attrition
Loss
3. A ___________ is any interaction between the customer and the organization or someone representing
the enterprise.
customer touch
customer moment
customer point
customer exposure
4. What is predictive customer relationship management?
Business rules built on business intelligence systems for enhancing CRM
Cooperation with suppliers and distributors to sense customer needs
Business requirement required for successful CRM BI initiatives
Combination of business intelligence, predictive software, real- time access to data, and
personalized customer contact
5. satisfaction is _________ proportional to the value a corporate creates for the customer.
Indirectly
Inversely
Exactly
Directly
6. Analytical CRM____________________________.
Has access to all customer touch points
Interfaces directly with the customer to capture data
Gives an assessment of program initiatives
Consists of tools to analyze customer data
7. When a customer is considering the purchase of a product or service, he or she is termed as a
__________.
Suitor
Potential
Prospect
Bait
8. Every call is a sales call. Every contact is a sales opportunity. A few regular customers can generate
more revenue than hundreds of occasional customers, so these customers deserve special attention. In many
companies, however, tech-support calls from important customers can sit in a queue behind calls for free
mouse pads. Marketing often doesn't know how many sales resilted from a campaign, and tech support
doesn't know that a good customer missed a firmware upgrade. How do you integrate marketing, sales and
support activities to differentiate your company through its customer relationships?
CRM gets the most value out of customers by tightly integrating your sales, marketing and support
PRM gets the most value out of customers by tightly integrating your partners, sales and support
Call Center solutions gets the most value out of customers by tightly integrating your sales, operations and
support
SCM gets the most value out of customers by tightly integrating your supplies, manufacturing and
production
9. ___________ seeks ways to reduce the number of promotions, manage the costs of business strategies,
and increase the percentage response rates to promotions.
Predictive Modeling
Trigger Modeling
Event Modeling
Channel Optimization
10. What is a portal?
A Portal is a forum connecting community together
A portal is a gateway to an array of service hosted on the Internet
It is a centralized entry point that links multiple information and interactivity sources and allows a
personalized view of the services
Portal is a type of application programming interface (API)
11. CRM technology____________.
Is critical to the success of a CRM initiative
Forms the basis of the enterprise customer strategy
Enhances customer perception of the corporate
Increases media visibility and stock prices
12. The true mark of a customer centric enterprise is when the enterprise stays in touch with customers
_________________.
even when there is no immediate perceived need
when the customer revisits for a repeat purchase
when the customer does not seek a steady customer experience
even when the customer changes his brand preference
13. Data mining is conceived of as a process having two components _________.
Discovery and Division
Division and Exploitation
Discovery and Determination
Discovery and Exploitation
14. Interaction management and business response management form part of:
Reactive CRM

Adaptive CRM

Proactive CRM
Collaborative CRM
15. Which of the following is a source of implicit customer value:
Recency
Frequency
Monetary value
Brand value
16. is a comprehensive set of ___________ and ___________ for managing the relationships with potential and
current customers.
Processes and Technologies
Processes and Practices
Practices and Philosophy
Practices and Technologies
17. Analysis of customer data essentially takes two forms ________________.
perspective and predictive
retrospective and reactive
perspective and retrospective
predictive and retrospective
18. CRM technologies can be broadly divided into:
Operational, Logistical and Communication
Operational, Analytical and Collaborative
Logistical, Analytical and Communication
Database, Operational and Analytical
19. Which data should a corporate strategically not share with its suppliers?
Data about customer contact information
Data captured as a result of its customer interactions
Data collected and already available as public
Data collected from campaigns and surveys
20. What enables companies to distribute leads and manage promotions outside the enterprise sales
team?
Consumer Portal
Business Partner Portal
Sales Dept. Employees Portal
Customer Support Portal
21. A customer is defined as:
Anyone to whom goods and services are provided
Anyone who interacts with the company
Anyone who is a potential recipient of goods or services
Anyone one who initiates and determines the value of exchange
22. The principle behind customer profiling is to gain ____________ at minimal cost.
Customer Loyalty
Customer Segmentation
Customer Lifetime Value
Brand Promise
23. __________ is the time between a customer’s repeat purchase of goods and services.
Customer Purchase Cycle
Customer Interaction Opportunity
Customer Profile
Customer Lifecycle
24. _______ is the CRM concept that tries to integrate multiple channels through a web access point.
iCRM
eCRM
webCRM
nCRM
25. What is the formula for calculating Customer Value?
Customer's Value = (Sum of revenues attributed to the customer) - (Sum of costs attributed to the
customer)
Customer's Value = (Sum of revenues attributed to the customer) * (Sum of costs attributed to the
customer)
Customer's Value = (Sum of revenues attributed to the customer) / (Sum of costs attributed to the
customer)
Customer's Value = (Sum of revenues attributed to the customer) + (Sum of costs attributed to the
customer
26. ________ is a business strategy to select and manage customers to optimize long-term value.
Customer Lifecycle Management
Customer Lifetime Valuation
Customer Relationship Management
Customer Centric Philosophy
27. A ___________________ concentrates on delivering products and services as efficiently as possible to
provide large numbers of customers with the best deal.
Customer Focused Enterprise
Product Focused Enterprise
Service Focused Enterprise
Profit Focused Enterprise
28. CRM implementation involves _______________ management, _____________ management and ______________
management.
Change, Project and Technology infrastructure
Change, People and Practice
People, Process and Practice
People, Project and Technology infrastructure
29. CLV assessment models are based on:
Customer transaction costs
Customer retention costs
Value added by new customer acquisition
Value added by retained customer
30. ___________________ refers to the process of dividing customers into mutually exclusive groups.
Customer Profiling
Customer Coding
Customer Segmentation
Customer Partitioning
31. Starting point of a new Customer Relationship Management initiative is to develop a ________.
Process Flow Diagram
Customer strategy
Technology Blueprint
Enterprise Resource Plan
32. ____________is a vehicle for defining and communicating the stages a customer goes through when
purchasing and using products/services.
customer life cycle
customer stage profile
customer value score
customer loyalty
33. The goal of customer lifecycle management is to:
Retain existing customers at lower cost to the corporate
Provide a consistent customer experience and customer history
Segment customers based on their potential value
Prevent customer attrition by providing incentives
34. The objective of ______________ is to turn every customer interaction into a potential revenue
opportunity.
CIC
Portal
Data warehouse
Call Center

35. A ___________ is an articulation of what target customers can expect from their experience with the
organization.
Customer Experience
Brand Promise
Tag Line
Punch Line
36. is the difference between CRM and BI tools?
CRM works at the individual level while BI works at the enterprise level
CRM captures data while BI analyses them
CRM tools are a subset of BI tools
CRM data is extracted from BI data
37. is a business strategy for improving relationships between companies and their channel partners.
Partner Portal
Partner Relationship Management
Channel Optimization
Customer Relationship Management
38. What is the name of SAP's CRM software?
SAPCRM
mySAP.com
SAPIENT v4
SAPCustMGMT
39. Customer lifecycle value (CLV) is_____________________________.
Used to retain customers for economic product life
Used to convert customer history to financial metrics
Used to arrive at customer lifecycle management
Used for product innovation and volume management
40. Which of the following statement is correct?
Real time updates are critical to CRM success
Operational data store handles transactional data
Data mining tools are used only on transactional data
Analytical CRM populates data into the data warehouse
41. The Loyalty Effect by Fredrick Reicheld reports that five percent retention in customers over their
lifetime results in an _______ percent increase in company margin over that same time period.
65 to 100
85 to 125
75 to 150
50 to 75
42. _______________ is a collection of techniques and methods that enable businesses to engage and retain
their share of the market.
Customer Profiling
Customer data mining
Customer Scoring
Customer Segmentation
43. Enterprise demand to accommodate "any point of interaction" (voice/Web/chat) is the basis behind
investment in ______________.
Data centers
Back office centers
CRM
Customer interaction centers
44. The simplest measurement of customer loyalty is the concept of __________.
Brand Promise
Lifetime Value
Wallet Share
Market Share
45. The simplest definition of customer loyalty can be put as ______________offered by an enterprise.
Customer satisfaction on services
Customer retention on new products
Related purchase of a product or service
Repeat purchase of a product or service
46. Customer loyalty is achieved when the customer:
He makes a repeat purchase or renews a service agreement
Redeems customer rewards points and participates in campaigns
Feels an attachment to the firm or the brand that transcends functional attributes
Makes use of personalization and have lesser transaction costs
47. eCRM differs from CRM with regard to____________________.
Web enabled portal interface
Architecture and technology
Add on CRM application module
Differentiating communication channels
48. The difference between a Profile and a Model is the element of __________.
Service
Time
Distance
Purchase
49. ______________ provides a programmed method of discovering patterns in data.
Data Warehousing
Data Mining
Data Scrubbing
Data Paring
50. ___________ focus on providing a single point of access to enterprise information assets and aggregates
people, information, applications and business processes.
Intranet
Portals
Eco-portals
Comm-portals
51. Which vendor provides customized Call Center Management solutions?
Microsoft
Intel
Talisma
IBM
52. The goal of customer lifecycle management is to:
Retain existing customers at lower cost to the corporate
Provide a consistent customer experience and customer history
Segment customers based on their potential value
Prevent customer attrition by providing incentives
53. What is Customer Lifetime Value (CLV)?
CLV is a measurement of the expected cash flow, gross revenue, and margin contribution to
revenue over the lifetime of an individual customer.
CLV is a benchmark technique associated with customer retention data expected over linear value.
CLV refers to customer satisfaction value based on repeat business and gross volume over a period of
time.
CLV is determined by calculating the increase in efficiencies of the marketing process with reduction in
time in marketing cycle.
54. ________________ is one of the means to develop a customer model.
Customer Profiling
Customer Segmentation
Customer Scoring
Customer Survey
55. There are two ways a customer or prospect can drop out of the customer life cycle. They are
____________ and _______________.
Loss and hijacking
Loss and Attrition
Theft and Drop-out
Loss and Drop-out
56. Which software vendor provides CRM solutions for small sized organizations under USD 4,000?
SAP
Microsoft
PeopleSoft
Uptrends
J.D.Edwards
57. Campaign planning and management forms a part of which CRM functionality?
Sales force automation
Customer interaction center
Marketing automation
Partner relationship management
58. What could be a typical objective for a company planning a CRM initiative?
To sell more during any single interaction through cross selling, up selling, and substitute selling
To increase overall profitability by establishing and nurturing long-term relationships with high-
value customers
To generate public visibility to increase stock prices and enhance shareholder equity
To decrease customer service costs by reducing the volume of customer complaints
59. Efficient customer satisfaction measurement aids in predictive ______________ to roll out effective loyalty
programs and sales initiatives.
Customer Scoring
Customer Data mining
Customer Modeling
Customer Protection
60. Three main categories of portals define the scope of a collaborative enterprise. They are
________________.
employee, customer, and partner
customer, partner and retail
employee, shareholder and customer
customer, stakeholder, employee
61. the cost involved in acquiring a new customer is almost __________times that of retaining a customer.
Three
Five
Ten
Two
62. Corporates are shifting from ___centric enterprises to customer centric enterprises.
Service
Product
Profit
Employee
63. What enables companies to do Sales & Marketing Automation with Contact Management using
Customer Register, Sales Forecast Management, Sales Order Management, Production & Material Planning
Management, Available to Promise dates, Marketing events Management with calendaring?
Consumer Portal
Business Partner Portal
Sales Dept. Employees Portal
Customer Support Portal
64. All analytical CRM capabilities have a robust _________________, at its foundation.
service oriented philosophy
product centric process flow
customer centric data warehouse
organization specific vision
65. Every call is a sales call. Every contact is a sales opportunity. A few regular customers can generate
more revenue than hundreds of occasional customers, so these customers deserve special attention. In many
companies, however, tech-support calls from important customers can sit in a queue behind calls for free
mouse pads. Marketing often doesn't know how many sales resulted from a campaign, and tech support
doesn't know that a good customer missed a firmware upgrade. How do you integrate marketing, sales and
support activities to differentiate your company through its customer relationships?
CRM gets the most value out of customers by tightly integrating your sales, marketing and support
PRM gets the most value out of customers by tightly integrating your partners, sales and support
Call Center solutions gets the most value out of customers by tightly integrating your sales, operations and
support
SCM gets the most value out of customers by tightly integrating your supplies, manufacturing and
production
66. Which of the following is an example of CRM application?
Siebel's eCRM Suite
Microsoft Great Plains software
IBM DataBlade
Goldmine
67. An emerging KPI metric directly affecting CIC operational performance goals is __________________.
Customer service orientation
CIC infrastructure consistency
Employee response frequency
Global location
68. In event marketing, events are positive triggers that cause__________________.
Response to customer retention, up sell and cross sell
Creation of appropriate marketing event management
Better design of campaigns and incentives
Pull-side strategy to be evolved
69. Corporates are shifting from ___centric enterprises to customer centric enterprises.
Service
Product
Profit
Employee
70. The balanced scorecard is_________________.
A business metric used to define business rules
A focused set of performance measures derived directly from the business strategy
A financial metric used to evaluate campaign effectiveness
An industry standard used to assess business requirements
71. Examples of unstructured data would include:
Correspondence, invoices, contracts and proposals
Personalized customer data with contact details
Listings of sales and marketing campaigns
Customer contact type, time and product detail

72. _______ is a business strategy to optimize the value of channel partner relationships in a organization?
SCM
ERP
PRM
CRM
73. Which company provides CRM rented software?
salesforce.com
crmforce.com
crmrent.com
outsourcecrm.com
74. _________________ combines the key decision-making attributes of expert systems and traditional IVR
technology.
Intelligent Interactive voice recognition
Combined interaction voice recognition
Call centers
Data centers