PGD IN CRM EXAMINATION

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

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

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

4. Prescriptive analytics suggests:

5. In a collectivist culture, CRM should focus on

6. CRM metrics for strategic decisions should include:

7. A well-designed CRM survey should include:

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

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

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

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

12. GDPR regulations require:

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

14. Emerging CRM technologies aim mainly to:

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

16. Starbucks' CRM strategy strongly emphasizes

17. Ethical data collection must always involve:

18. A critical factor in building a customer-centric culture is:

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

20. Starbucks’ loyalty program is an example of:

21. What leadership quality is essential for CRM success?

22. CRM data security practices should focus on:

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

24. A major ethical issue in CRM is:

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

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

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

28. What framework helps understand cultural impacts in CRM?

29. CRM supports business model innovation by:

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

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

32. One critical CRM leadership task is:

33. Building and managing CRM teams requires:

34. Qualitative CRM research methods focus mainly on:

35. Which dimension of culture relates to tolerance for uncertainty

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

37. Social media listening is a technique for collecting:

38. Which emerging technology trend significantly impacts CRM today?

39. Cluster analysis helps organizations to:

40. Low-context cultures prefer communication that is:

41. Net Promoter Score (NPS) measures:

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

43. A major ethical issue in CRM is:

44. Customer equity includes which of the following components?

45. Amazon’s CRM strategy heavily focuses on:

46. AI in CRM primarily helps with:

47. Customer-centric leadership requires:

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

49. Data privacy policies should primarily aim to:

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

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

52. Robotics Process Automation (RPA) in CRM helps with:

53. Netflix's business model innovation was primarily driven by:

54. Which technique groups customers based on shared behaviors?

55. Which is NOT a challenge in global CRM?

56. What emerging technology is enhancing personalization in CRM?

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

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

59. Which research method investigates undefined CRM problems?

60. Publishing CRM research results helps companies:

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

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

63. Leadership should link employee rewards to:

64. One challenge in CRM data analysis is:

65. CRM data should ideally be collected through:

66. Ethical CRM practices aim to:

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

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

69. Leadership case studies show that CRM transformation needs:

70. High power distance cultures expect

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

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

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

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

75. A key strategy in managing CRM change is:

76. In CRM, regression analysis is used to:

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

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

79. A key factor when managing global CRM is:

80. Prescriptive analytics primarily focuses on:

81. In cross-cultural CRM, individualistic cultures value

82. A major challenge in CRM technology adoption is:

83. Cross-cultural CRM challenges include all EXCEPT:

84. A main goal of CRM analytics is to:

85. Descriptive analytics in CRM mainly tells us:

86. Customer-centric leaders must:

87. Technology adoption in CRM should primarily aim at:

88.  Predictive modeling in CRM is mainly used to:

89. Cross-functional collaboration is essential because:

90. Case studies on CRM governance often focus on:

91. Business model innovation changes:

92. An effective global CRM strategy ensures

93. One of the benefits of global CRM is:

94. Transactional data refers to:

95. Effective CRM leadership primarily requires:

96. CRM research that identifies "what is happening" among customers is called:

97. Predictive modeling in CRM helps organizations to:

98. Predictive models help businesses by:

99. A major risk of unethical CRM practices is:

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