Customer Relationship Management
I Year - Final Examination
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commitment of resources such as people, time and money. known as 
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3 points
 The recruitment of paid shoppers to report on their customer experience with the company sponsoring the research.
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3 points
To Build CRM Project foundation one need to identify Any party That is impacted by change. Any Paty refers to  *
3 points
McDonald's periodically requires its senior managers to work as staff members in restaurants is an example for 
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3 points
Dentist produces service at the same time you consume it. This is an example of the following attribute of services.
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3 points
Register no *
The following is one of the reasons for why customer want relationship with suppliers *
3 points
The customer activity cycle (CAC) aims to depict the processes that customers go through in making and reviewing buying decisions
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3 points
When something expected to gain from the relationship it is termed as  *
3 points
Phase of CRM implementation includes.  *
3 points
Required
complaints handling process is an example of
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3 points
-----------------methods can be used to gain a better understanding of the socio-cultural context of customer experience
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3 points
if resources are committed to one customer, they cannot be allocated to another. This means that relationship carry with them. 
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3 points
A belief that the other party has the necessary expertise to perform as required.
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3 points
Project outcomes focus on whether the project has been delivered on time and to budget. 
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3 points
The use of sound, animation, audio and video clips, chat rooms, blogs, and the capacity for site visitors to customize their own pages offers rich potential for 
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3 points
Development of the CRM strategy starts with 
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1 point
five Phases through which customer-supplier relationships can evolve.
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0 points
Required
Attributes that characterise services  *
3 points
 A series of interactive episodes between dyadic parties over time is termed as
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3 points
The first task of Phase 3 under CRM Implementation  is  *
3 points
Which one of the Following is not a type of CRM *
3 points
Fear of dependency is the reason for why  *
3 points
when mutual understanding is so deep that each can act as substitute for the other in interpersonal interaction. it is known as 
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3 points
Services cannot be held in inventory for sale at a later time.
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3 points
A belief that the other party's word is reliable or credible 
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3 points
if the product or its applications are complex it is referred to as 
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3 points
Co-branding does not include a number of activities such as event marketing, sponsorship, alliances, partnerships, licensing, product placement, and cooperative campaigns of all kinds
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3 points
A belief that one party acts in the interests of the other 
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3 points
Name *
brand names such as Jolt, a high caffeine and sugar cola, and business brands such as Accenture, have strong
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3 points
Processes that are entirely located within a business function *
3 points
Critical success factors (CSFs) are the 'must haves' that underpin project success
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3 points
Albert Mehrabian and James Russell argued that all emotional responses to environmental stimuli could be reduced to three basic dimensions
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3 points
CRM implementation Phase 5 evaluation performance includes.  *
3 points
while developing the CRM priority must be given to projects which produce quick wins and fast returns or  *
3 points
Tools used to influence customer experience includes *
3 points
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