PGD IN CRM EXAMINATION

1. Descriptive analytics focuses on:

2.  What metric measures the profitability from each customer over time?

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

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

5. What leadership quality is essential for CRM success?

6. CRM data security practices should focus on:

7. Which company is a case study example for empowering employees to solve customer issues independently?

8. Leadership case studies show that CRM transformation needs:

9. Organizational culture that supports CRM should encourage:

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

11. One of the benefits of global CRM is:

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

13. Leadership should link employee rewards to:

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

15. Which dimension of culture relates to tolerance for uncertainty

16. What is the first step in developing a customer-centric organization?

17. Ethical data collection must always involve:

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

19. GDPR regulations require:

20. Amazon’s CRM strategy heavily focuses on:

21. What does CRM research primarily aim to improve?

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

23. Which emerging technology trend significantly impacts CRM today?

24. Starbucks’ loyalty program is an example of:

25. A customer-centric organization prioritizes

26. Publishing CRM research results helps companies:

27. Transactional data refers to:

28. Net Promoter Score (NPS) measures:

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

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

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

32. Customer-centric leaders must:

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

34. A Chief Customer Officer (CCO) is mainly responsible for:

35. One critical CRM leadership task is:

36. An important case study that highlights CRM technology-driven innovation is:

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

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

39. What emerging technology is enhancing personalization in CRM?

40. Starbucks' CRM strategy strongly emphasizes

41. In a collectivist culture, CRM should focus on

42. A major challenge in CRM technology adoption is:

43. Which technique groups customers based on shared behaviors?

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

45. CRM data should ideally be collected through:

46. In cross-cultural CRM, individualistic cultures value

47. Predictive modeling in CRM helps organizations to:

48. Effective CRM leadership primarily requires:

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

50. What framework helps understand cultural impacts in CRM?

51. Social media listening is a technique for collecting:

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

53.  Predictive analytics primarily helps CRM by:

54. A famous CRM success story involving deep customer loyalty and personalization is:

55. Nordstrom’s success in CRM is attributed mainly to

56. Business model innovation changes:

57. What is a key objective of strategic CRM?

58. Which is NOT a challenge in global CRM?

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

60. CRM metrics for strategic decisions should include:

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

62. High power distance cultures expect

63. Case studies on CRM governance often focus on:

64. A major ethical issue in CRM is:

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

66. Cluster analysis helps organizations to:

67. A major ethical issue in CRM is:

68. Technology adoption in CRM should primarily aim at:

69. Qualitative CRM research methods focus mainly on:

70. One challenge in CRM data analysis is:

71. Predictive models help businesses by:

72. A powerful method to create a customer-centric culture is:

73. An effective global CRM strategy ensures

74. In CRM, regression analysis is used to:

75. Cross-cultural CRM challenges include all EXCEPT:

76. One major challenge in becoming a customer-centric organization is:

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

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

79. Prescriptive analytics primarily focuses on:

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

81. Empowering employees in CRM leadership involves:

82. When publishing CRM research, companies should:

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

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

85. A key strategy in managing CRM change is:

86. A well-designed CRM survey should include:

87. Business model innovation changes:

88. Which research method investigates undefined CRM problems?

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

90. A major risk of unethical CRM practices is:

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

92. Cross-functional collaboration is essential because:

93. Building and managing CRM teams requires:

94. Descriptive analytics in CRM mainly tells us:

95. Prescriptive analytics suggests:

96. Low-context cultures prefer communication that is:

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

98. CRM supports business model innovation by:

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

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