PGD IN CRM EXAMINATION

1. Qualitative CRM research methods focus mainly on:

2. Amazon’s CRM strategy heavily focuses on:

3. Surveys used in CRM research are an example of:

4. Organizational culture that supports CRM should encourage:

5. Technology adoption in CRM should primarily aim at:

6. One challenge in CRM data analysis is:

7. Leadership case studies show that CRM transformation needs:

8. Cross-functional collaboration is essential because:

9. Which CRM platform is widely known for supporting global customer management?

10. Data privacy policies should primarily aim to:

11. When publishing CRM research, companies should:

12. Which research method investigates undefined CRM problems?

13. Which technology enables real-time customer service chatbots?

14. Empowering employees in CRM leadership involves:

15. Descriptive analytics in CRM mainly tells us:

16. In cross-cultural CRM, individualistic cultures value

17. Which of the following is a key feature of predictive analytics?

18. Who is primarily responsible for championing a customer-centric culture?

19. Low-context cultures prefer communication that is:

20. An example of business model innovation through CRM is:

21. Building and managing CRM teams requires:

22. One of the benefits of global CRM is:

23. One key advantage of using experiments in CRM research is:

24. A CRM strategy enhanced by IoT devices would focus on:

25. In customer-centric change management, what is most critical?

26. A key strategy in managing CRM change is:

27. Ethical CRM practices aim to:

28. What type of data gives insight into why customers behave in a certain way?

29. What can help employees take ownership of customer issues?

30. Which company heavily uses CRM analytics to power their "Prime" membership personalization?

31. Net Promoter Score (NPS) measures:

32. Which cultural characteristic prefers flexibility and openness to change?

33. A key benefit of integrating CRM into business model innovation is:

34. Emerging CRM technologies aim mainly to:

35. Cross-cultural CRM challenges include all EXCEPT:

36. Publishing CRM research results helps companies:

37. Business model innovation changes:

38. Predictive modeling in CRM helps organizations to:

39.  What is a key challenge in strategic CRM planning?

40. Which of the following is an example of a customer-centric business model?

41. Which CRM governance model ensures centralized management of policies?

42. Transactional data refers to:

43. In a collectivist culture, CRM should focus on

44. One major strategy for promoting customer-centricity is:

45. A CRM system that tracks customer interactions across multiple channels is called:

46. Which emerging technology trend significantly impacts CRM today?

47. Customer segmentation in CRM helps in:

48. What is the biggest benefit of CRM case studies in strategic learning?

49.  Which research method establishes cause-effect relationships in CRM?

50. Customer-centric leaders must:

51. What is the primary goal of Customer Lifetime Value (CLV) analysis?

52. What is the primary tool used in descriptive CRM research?

53. CRM supports business model innovation by:

54. What should CRM strategies emphasize in high-context cultures?

55. A well-designed CRM survey should include:

56. Which technique groups customers based on shared behaviors?

57. Longitudinal studies are primarily used in which type of CRM research?

58. CRM data should ideally be collected through:

59. In CRM case studies, Starbucks shows leadership in:

60. In designing a CRM organization, which of the following is crucial?

61. What is a key objective of strategic CRM?

62. A major ethical issue in CRM is:

63. In high-context cultures, communication is typically:

64.  Predictive analytics primarily helps CRM by:

65. What framework helps understand cultural impacts in CRM?

66. A major challenge in CRM technology adoption is:

67. Predictive models help businesses by:

68. Which research method gathers rich, non-numerical insights?

69. What is the primary focus of strategic CRM planning?

70.  Predictive modeling in CRM is mainly used to:

71. Case studies on CRM governance often focus on:

72. Prescriptive analytics suggests:

73. Which company used CRM insights to shift from DVD rentals to streaming services?

74. High power distance cultures expect

75. Customer-centric leadership requires:

76. What must companies obtain when collecting customer data ethically?

77. A main goal of CRM analytics is to:

78. A major ethical issue in CRM is:

79. One critical CRM leadership task is:

80. AI in CRM primarily helps with:

81. Prescriptive analytics primarily focuses on:

82. Ethical data collection must always involve:

83. CRM governance primarily involves:

84. GDPR regulations require:

85. CRM data security practices should focus on:

86. Effective CRM leadership primarily requires:

87. Which is NOT a challenge in global CRM?

88. A key factor when managing global CRM is:

89. Leadership should link employee rewards to:

90. CRM metrics for strategic decisions should include:

91. An effective global CRM strategy ensures

92. What does CRM research primarily aim to improve?

93. Which law is critical for CRM data privacy in Europe?

94. Which research technique provides rich, detailed insights into customer behavior?

95. Which company's CRM strategy is known for empowering employees without strict scripts?

96. Starbucks’ loyalty program is an example of:

97. What leadership quality is essential for CRM success?

98.  Which company is famous for maintaining a customer-centric global brand?

99. Cluster analysis helps organizations to:

100. Starbucks' CRM strategy strongly emphasizes