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Customer Relationship Management (CRM) Practice Test
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Customer Relationship Management (CRM) Practice Test
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25 Questions

1. Perceived monetary value of all benefits which customers expect from a given product because of brand image is called
2. System includes all experiences while using market offering is classified as
3. Percentage or number of customers who move from one level to next level in buying decision process is called
4. Process of building, organizing and using databases of customers to build customer relationship is classified as
5. Third step in customer's value analysis
6. Programs designed for customers which is limited to any affinity group are classified as
7. Process of manage information about customers to maximize loyalty is said to be
8. CRM technology can help in
9. Customers lifetime purchases that generate net present value of future profit streams is called
10. Social class is indicated by ________variables.
11. A consumer buying behavior is influenced by
12. _______is any occasion on which the brand or product is used by end customers.
13. A person or company that yields a revenue more than incurred costs of selling and serving is called
14. Customized products and services for customers and interaction to individual customers are part of
15. Whole cluster of benefits when company promises to deliver through its market offering is called
16. Company's 'customer relationship capital' is another name of
17. _________ is the study of how individuals, groups and organizations select, buy, use and dispose off goods, services, ideas or experiences to satisfy their needs and wants.
18. All costs customer expects to incur to buy any market offering is called
19. Any occasion on which brand or product is encountered by end customers is called
20. 'total customer benefits' includes
21. The marketing messages committed to customers wishes is a part of
22. ________ is the fundamental determinant of a person’s wants and behavior.
23. Aggregate value of customer's base is classified as
24. Customer Relationship Management is about
25. _______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.

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