Đề cương ôn tập môn Quản trị quan hệ khách hàng có gợi ý trả lời

lOMoARcPSD| 36782889 CRM
…… exerts the broadest and deepest influence on buying behavior: Cultural factors
…… is a result of loyal customers who minimize the cost of running a business
because the amount spent on getting new customers is far more than retaining the
present customers. Reduced marketing cost
…… is any occasion on which the brand or product is used by end customers: Customer touch point
…… is the fundamental determinant of a person's wants and behavior: Cultural
…… uses sophisticated mathematical and statistical techniques such as neural
networking and cluster analysis: Data mining
……. is the study of how individuals, groups, and organizations select, buy, use
and dispose of off goods, services, ideas, or experiences to satisfy their needs and
wants: Customer behavior
A …. is an organized collection of detailed information about individual customers
or prospects that is accessible, actionable, and current for marketing purposes
such as lead generation and others: customer database
A consumer buying behavior is influenced by: Cultural and social factors - Personal factors
A good customer service should focus on: Building a dynamic relationship with the customer
A person or company that yields a revenue more than incurred costs of selling and
serving is called: profitable customers
A persons … are all the groups that have a direct or indirect influence on their
attitudes or behavior: Reference groups
After identifying the customer needs every sales representative has to respond
accordingly. Which of the following is an appropriate response? Fulfill customer needs
Aggregate value of customers base is classified as: shareholder value lOMoARcPSD| 36782889
All costs customer expects to incur to buy any market offering is called: total customer cost
Any occasion on which brand or product is encountered by end customers is
called: customer touch point
Building long-term mutually satisfying relations with key customers, suppliers,
and distributors in order to earn and retain their long-term preference and
business is known as: relationship marketing
Companies monetary, time and energy cost, all are included in: total customer cost
Companies that are becoming skilled in CRM focus on: Developing programs to
attract and retain the right customers and meeting the individual of valued customers
Company's customer relationship capital is another name of: satisfied customers
CRM is about: cả 3 câu Acquiring the right customer - Instituting the best process Motivating employees.
CRM technology can help in cả 3 câu Designing direct marketing efforts -
Developing new pricing models - Processing transactions faster
Customers expect almost all retailers to provide certain services. Which of the
following is NOT one of the services? Provide discounts at customers’ request
Customers lifetime purchases that generate net present value of future profit
streams is called: customer lifetime value
Customized products and services for customers and interaction to individual
customers are part of: customer relationship management
Difference between customers evaluation including all costs incurred and benefits
is called: customer perceived value
First step in analysis of customer value is to: identify customers value attributes
Fỏr the rural areas, the socioeconomic system use… of the chief wage earner:
Occupation and Type of home
How can an executive create a good rapport with the customer? make the
customer’s problem the retailer’s problem
If the actual experience of a customer with goods is more than the —, the customer
will be satisfied: perceived value lOMoARcPSD| 36782889
In a CRM database, a set of information stored in a row of the database and
pertaining to one customer is called: Record
In a CRM system, if the hypothetical retention rate is 1.0, then the survival rate at
the end of the 3rd year is 1.0
In an Internet context, this is the practice of tailoring Web pages to individual
users characteristics or preferences: personalization
In buyer decision process, percentage of potential customers in a given target
market is called: marketing funnel
In the buyer decision process, the percentage of potential customers in a given
target market is called: the marketing funnel
In the case of CRM, what does RF stand for in the RFM model? Recency Frequency
In the context of CRM, what does the abbreviation SFA stand for? Sales Force Automation
Indian marketers use a term called socio economic classification, which is based
on the … of chief wage earner: Education - Occupation
Number of customers or potential customers who will help in company's growth is
classified as: customer base
Perceived monetary value of all benefits which customers expect from a given
product because of brand image is called: total customer benefit.
Percentage or number of customers who move from one level to next level in
buying decision process is called: conversion rates
Process of building, organizing and using databases of customers to build customer
relationship is classified as: database marketing
Process of manage information about customers to maximize loyalty is said to be:
customer relationship management
Programs designed for customers which is limited to any affinity group are
classified as: club membership programs
Record which is based on business customers past purchases, sales price and
volumes is classified as: business database lOMoARcPSD| 36782889
Sequence the steps in CRM process A. Developing CRM programs B. Collection of
customer data. C.Analyzing customer data D. Identify the target customer E.
Implementing programs B - C - D - A - E
Social class is indicated by … variables: several
Socioeconomic system classifies rural households into … broad categories: 4
Socioeconomic system classifies urban households into… broad categories: 8
System includes all experiences while using market offering is classified as: value delivery system
Technique which tries to identify real cost of serving an individual customer is
called: activity based accounting
The Dendrogram tool is used in CRM in conjunction with which of these
methodologies? Cluster Analysis
The main drawback of CRM is: all of the bove (Implementing CRM before creating
a customer strategy - Rolling out CRM before changing the organization to match -
Stalking, not wooing, customers)
The marketing messages committed to customers' wishes is a part of Permission marketing
The method used to assess the real cost of providing services to an individual
customer is: Activity-based accounting
The process of managing information about customers to maximize loyalty is said
to be: customer relationship management.
The value that is obtained from a customer’s positive word of mouth through
which one can get an additional customer is called Customer Referral Value Third
step in customers value analysis: assessing attributes importance, assessing companys performance
This is a broad category of applications and technologies for gathering, storing,
analyzing, and providing access to data to help enterprise users make better
business decisions: business intelligence
This is an approach to selling goods and services in which a prospect explicitly
agrees in advance to receive marketing information: permission marketing lOMoARcPSD| 36782889
This is the processing of data about customers and their relationship with the
enterprise in order to improve the enterprises future sales and service and lower
cost: CRM analytics
Total customer benefits includes: product benefits, services benefit, image benefit
What is the name of the data visualization tool that depicts a logical arrangement
of keywords within textual content? The size of each word in the depiction usually
indicates the frequency or importance of the word. Word Cloud
Which of the following characteristics are related to relationship marketing? A.
Product feature orientation B. Product benefit orientation C. Frequent consumer contact
D. High concern for quality B - C - D
Which of the following is NOT an effective way to identify customer needs: educate
about the variety of products available
Which of the following reflects the sum of perceived tangible and intangible
benefits and costs to a customer? Customer Value
Which of the following techniques is used to know more about current and
potential customers: Efficient customer feedback
Whole cluster of benefits when a company promises to deliver through its market
offering is called: Value Proposition