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Customer Relationship Mgmt

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Customer Relationship Mgmt
Examination Paper: Customer Relationship Management IIBM Institute of Business Management Examination Paper Customer Relationship Management Section A: Objective Type (30 marks) • • • This section consists of Multiple Choice questions & Short notes type questions. Answer all the questions. Part One questions carry 1 mark each & Part Two questions carry 4 marks each. MM.100

Part One: Multiple Choices: 1. High congruence means: a. High probability of success b. Low probability of success c. Zero probability of success d. None of the above 2. Novo Jim’s excellent resource book for Recency, Frequency and Monetary is: a. Drilling high b. Digging the top c. Cutting edges d. Drilling down 3. What stands for ‘R’ in FURPS? a. Responsibility b. Resource c. Retention d. Reliability 4. NAICS stands for: a. National American Industry Coding System b. North American Industry Cooling System c. National American Industry Cooling System d. North American Industry Coding System 5. The book ‘Reengineering the corporation’ was written by: a. Michael Hammer and James Champy b. Michael Champy and James Hammer c. Michael Douglus and James Ferrari d. Michael Ferrari and James Douglus 6. The book ‘Building the Data warehouse’ was written by: a. Michael Doglus b. James Champy c. Bill Inmon

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IIBM Institute of Business Management

Examination Paper: Customer Relationship Management d. James Ferrari 7. Which is considered as the bible of database marketing? a. ‘Drilling High’ b. ‘Building the Data warehouse’ c. ‘The complete database marketer’ d. ‘Drilling down’ 8. CASE stands for: a. Customer Aided Software Engineering b. Computer Aided Software Engineering c. Customer Aided System Engineering d. Computer Aided System Engineering 9. What stands for ‘B’ in BBB? a. Bail b. Buffer c. Bureau d. Block 10. If high quality is one of the attribute then: a. It will be suicidal to ship products with high DOA b. It will be beneficial to ship products with high DOA c. It will be suicidal to
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