Cultivating Customer Relationships - Quiz

1. The goal of customer relationship management (CRM) is primarily to:

Acquire new customers only

Reduce employee workloads

Maximize profits from individual transactions

Build profitable long-term relationships

2. A customer’s emotional bond with a brand is known as:

Customer acquisition

Customer equity

Customer satisfaction

Customer engagement

3. Cultivating customer relationships requires companies to:

Ignore customer expectations

Actively seek customer feedback and insights

Limit customer interactions

Prioritize short-term sales

4. Customer loyalty can best be cultivated by:

Constant price promotions

Frequent product recalls

High market saturation

Exceptional customer experiences

5. Which approach helps firms better cultivate customer relationships?

Transactional selling

Mass marketing

Price wars

Personalized marketing

6. Customer loyalty programs primarily aim to:

Increase short-term sales only

Discourage customer communication

Encourage repeat purchases

Raise immediate product prices

7. Which term describes efforts companies use to build and sustain profitable customer relationships?

Relationship marketing

Sales orientation

Customer segmentation

Market penetration

8. Companies use data analytics in CRM primarily to:

Ignore customer complaints

Increase product defects

Reduce product prices immediately

Personalize customer experiences

9. Which of the following best represents a benefit of strong customer relationships?

Reduced product quality

Higher short-term costs

Increased customer loyalty and retention

Lower brand equity

10. Customer Relationship Management (CRM) primarily helps firms to:

Enhance production efficiency

Improve customer relationships and retention

Cut advertising costs

Increase short-term sales

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