We have compiled multiple choice questions and answers, objective question and mcq quiz for different categories of subject including general science, electrical, electronics. Electronic crm concerns all forms of managing relationships with customers through the use of information technology it. Crm mcq pdf for dfccil executive operating exam all exam. If a company develops better customer relationships, it also improves business processes as well as its profits. Crm stands for customer relationship management and it enables. An unrealistic definition of quality a userbased definition of quality a manufacturing. Topics youll need to know to pass the quiz include. View ecrm mcq from mba ba353 at lincoln university college.
By harnessing the power of the internet, electronic commerce has changed the way in which organisations conduct business. If you are a skilled customer relationship management crm executive and looking for a job suitable job then prepare well for the job interview questions with our interview questions and answers page on wisdom jobs. Social customer relationship management social crm is. According to shani and sujana 1992, relationship marketing is an integrated effort to identify.
Electronic customer relationship management ecrm ecrm, simply, means accessing to. Introduction to customer relationship management crm mba. Customer relationship management is about a acquiring the right customer b instituting the best. Improving the usability of ecrm systems in jordan osama k. A wellbuilt ebusiness infrastructure is a combination of. Customer relationship management kenyatta university.
Aug 26, 2010 customer relationship management crm as the name suggests, the primary focal point is placed on the customer. Learn vocabulary, terms, and more with flashcards, games, and other study tools. In other words, it corresponds with intranet access for internal users. In this paper, we approach electronic commerce customer relationship management ecrm from the perspective of five research areas. Multiple choice questions and answers on control systems. Customer relationship management crm is an effective tool to achieve this goal. Relationship management crm objectives questions with answer test pdf for. The electronic customer relationship management marketing. Answer the questions on this interactive quiz and printable worksheet to evaluate how much you know about customer relationship management. The application of technology to achieve crm is a key element of ebusiness but what does crm stand for. Services marketing multiple choice questions with answers objective type questions for exam preparation, mcqs useful for management mba, bba etc. Relationship management with the three focal points customer perceived value, customer satisfaction and customer loyalty has become key success factor in achieving sustained customer patronage and profitability to the firm. When defining strategic management the most important thing to remember is that it is. Electronic customer relationship management ecrm is a relatively new area of research heralded as the new paradigm of marketing bhanu and magiswary, 2010.
We have compiled multiple choice questions and answers, objective question and mcq quiz for different categories of subject including general science, electrical, electronics, computer, biomedical, mathematics, aptitude, history, civics etc. Electronic commerce or ecommerce has evolved over the years to become a major channel through which businesses can exchange goods and services, coordinate production and market to customers. The aim of ijecrm is to provide an international forum and refereed reference in the field of electronic customer relationship management ecrm. Our purpose is to define a conceptual framework to. Cdi allows for the creation of a consolidated view of the customer from multiple customer data stores. Multiple choice questions and answers by sasmita january 9, 2020. Electronic commerce customer relationship management. E commerce multiple choice questions and answers on ecommerce mcq questions quiz on e commerce objectives questions. Introduction to customer relationship management crm. Electronic customer relationship management ecrm consumers want a choice in how they contact a company. Managing relationship with the customers has been of importance since last many.
Customer relationship management multiple choice questions. Field concerns and data collection customer data integration cdi enables an organization to accrue knowledge about the customer, a necessary antecedent for an effective crm strategy. Increased depth, breadth, and nature of the relationship. Customer relationship management crm is to create a competitive. Services marketing multiple choice questions with answers. This quiz and corresponding worksheet will help you gauge your understanding of customer relationship management. Customer relationship management system data flow diagram is often used as a preliminary step to create an overview of the customer without going into great detail, which can later. Customer relationship management system dataflow diagram dfd. This type of crm software provides the functionality that enables a firm to make the customer the focal point of all organisational decisions nemati et al. Harfoushi business information technology, the university of jordan.
Jan 09, 2020 multiple choice questions and answers on control systems multiple choice questions and answers by sasmita january 9, 2020 1 which terminology deals with the excitation or stimulus applied to the system from an external source for the generation of an output. A tool for sustained success in services organisations dr. Social customer relationship management social crm is a relatively new term which helps to define the broad scope of social media across the customer life cycle and value chain. Objective quiz mcq multiple choice questions and answers. Discussion of customer relationship management and its relationship to the marketing performance has been the focus of a number of studies as appears in the following table 2. Question 1 what do companies that focus on filling a gap in the market. Alok kumar rai1 abstract in the world of intense competition, where the customers are more demanding and the competitors are just clicks away, better customer relationship management is the only source of competitive advantage. Alok kumar rai1 abstract in the world of intense competition. Distinguish customer relationship management crm from electronic crm. Most people think of crm as a system to capture information about your customers. Question 5 what is the term for the development and design of value adding products andor services to meet the demand characteristics of individual customers.
Welcome to the second edition of customer relationship management. What is electronic customer relationship management ecrm. These all are stored in the form of computerized records. Start studying supply chain management exam 1chapter 1. Electronic customer relationship management ecrm is the application of internetbased technologies such as emails, websites, chat rooms, forums and other channels to achieve crm objectives. Customer relationship management notes mba pdf download mba. By integrating customer databases with websites, marketing can be improved and the benefits of electronic customer relationship management e. Electronic customer relationship management usability model. Customer relationship management crm objective quiz. Customer relationship management or crm is a phrase that describes how your business interacts with your customers. Its functions include gathering and accumulating customerrelated information in order to. The four marketing activities within the customer relationship management. Electronic customer relationship management ecrm ecrm, simply, means accessing to customer relationship management database through web. E commerce multiple choice questions and answers mcq.
The application of technology to achieve crm is a key element of ebusiness but. Harfoushi business information technology, the university of jordan amman, jordan abstract electronic customer relationship management systems are considered very important for business to compete in this vital environment. Customer relationship management is about a acquiring the right customer b instituting the best processes c. The followings try to give an understanding about these terms. Customer relationship management multiple choice questions free download as pdf file. How bank austria uses data mining to identify potential customers upon completion of this appendix, you will be able to. Facebook, twitter usage has become so widespread that to discount a social media strategy would be a mistake best avoided. The ecrm or electronic customer relationship management coined by oscar gomes encompasses all standard crm functions with the use of the net environment i.
Pdf electronic customer relationship management systems. By integrating customer databases with websites, marketing can be improved and the benefits of electronic customer relationship management ecrm then include. Customer relationship management system dataflow diagram. Electronic customer relationship management ecrm is the implementation of etechnology or internetbased technology in order to attain customer relationship management crm objectives. Electronic customer relationship management usability. Customer relationship management this booklet is designed to help small and medium business. Customer relationship management crm is a management approach that seeks to create, develop and enhance relationships with carefully targeted customers in order.
Once you have finished, click on the submit answers for grading button to get your results. International journal of electronic customer relationship. The customer relationship management crm is essential and vital function of customer oriented marketing. Pdf electronic customer relationship management, customer. A to determine eligibility for delivery options b to identify service preferences c to determine social status d to identify previous transactions 9 an organisation moves its customer records to an electronic customer relationship. Discussion of customer relationship management and its relationship to the marketing performance has been the focus of a number of. Customer relationship management crm multiple choice questions and. Business communication communication skills entrepreneurship e commerce business studies tally erp financial accounting financial markets capital market inventory management economics gst hrm research methodology demand and supply accounting marketing management customer relationship management crm strategic management operations management. Increased depth, breadth, and nature of the relationship e.
Electronic customer relationship management ecrm is seen to arise from the consolidation of traditional crm with the ebusiness applications marketplace and has created a flurry of activity. Pdf ecrm electronic customer relationship management. Towards electronic customer relationship management. Customer relationship management notes mba pdf download. An unrealistic definition of quality a userbased definition of quality a manufacturingbased definition of quality a productbased definition of quality 2.
Crm is through the use of software applications in the form of electronic customer relationship management ecrm technology. Last time in executive operating exam 10 questions from crm subject have asked out of total 100 questions,now exam. Customer relationship management 12 lead management. It is a wellstructured and coordinated process of crm that automates the processes in marketing, sales and customer service. This document is highly rated by commerce students and has been viewed 69111 times. Customer relationship management crm helps create time efficiency and savings on both sides of the business spectrum. Ecrm mcq by integrating customer databases with websites. May 07, 2020 ecommerce mcq with answers edurev notes is made by best teachers of commerce.
It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises smes and larger enterprises in a customer relationship. It lets the users qualify leads and assigns them to appropriate salespersons. Customer relationship management crm is to create a competitive advantage by being the best at understanding, communicating, delivering, and developing existing customer relationships, in addition to creating and keeping new customers. Feb 21, 2018 the process combines software, hardware, processes and managements commitments geared toward supporting enterprisewide crm business strategies electronic customer relationship management e crm is the application of internetbased technologies such as emails, websites, chat rooms, forums and other channels to achieve crm objectives. Customer relationship management crm multiple choice. Jul 01, 2017 customer relationship management system data flow diagram is often used as a preliminary step to create an overview of the customer without going into great detail, which can later be elaborated. Customer relationship management crm is to create a competitive advantage by being the best at understanding. As a consequence, many firms have implemented alternative support channels like interactive voice response ivr, chat, email, and web selfservice. Opportunities and challenges in a digital world try initiatives, the booming internet market and the shifting focus to customercentric strategies.
Field concerns and data collection customer data integration cdi enables an organization to accrue knowledge about the customer, a necessary antecedent for an. As a consequence, many firms have implemented alternative support. The key objective is to increase customer value over time by increasing customer loyalty. If you are a skilled customer relationship management crm executive and looking for a job suitable job then prepare well for the job interview questions with our interview questions and. The process combines software, hardware, processes and managements commitments geared toward supporting enterprisewide crm business strategies electronic customer relationship management e. Through correct implementation and use of crm solutions. Pdf electronic customer relationship management systems e. According to the manufacturingbased definition of quality. Electronic customer relationship management ecrm is seen to arise from the consolidation of traditional crm with the ebusiness applications marketplace and has created a flurry of activity among companies. Answer the following questions and then press submit to get your score.
1014 935 65 625 1404 401 716 219 1065 1509 338 832 895 256 1204 1442 974 1502 683 933 1588 909 59 333 240 947 186 1031 1440 262 25 909 965