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Customer Relationship Management: Using CRM to Focus on Customers - Quiz & Worksheet

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

Which term best describes a popular marketing strategy that centers around the acquisition, enhancement, and retention of long-term relationships that add value for the organization and the customer?

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1. How does operational CRM differ from analytical CRM?

2. What is a primary focus of a CRM system?

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About This Quiz & Worksheet

This quiz and corresponding worksheet will help you gauge your understanding of customer relationship management. Topics you'll need to know to pass the quiz include customer relationship management systems and benefits.

Quiz & Worksheet Goals

Use these assessment tools to assess your knowledge of:

  • A marketing strategy focused on long-term customer relationships
  • Types of customer data analysis
  • The focus of CRM systems
  • The benefits of CRM systems
  • Large capacity storage of data used for decision-making

Skills Practiced

This worksheet and quiz will let you practice the following skills:

  • Reading comprehension - ensure that you draw the most important information from the related lesson on customer relationship management
  • Interpreting information - verify that you can read information regarding CRM systems and interpret it correctly
  • Knowledge application - use your knowledge to answer questions about storing customer data

Additional Learning

To learn more about keeping successful customer relationships, review the corresponding lesson on Customer Relationship Management. This lesson covers the following objectives:

  • Define customer relationship management (CRM)
  • Know how a CRM strategy works
  • Explore examples of customer touch points
  • Understand the importance of data consolidation
  • Describe the characteristics of a data warehouse
  • Compare and contrast operational and analytical CRM
  • Define market profile and target market
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