CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BANKING MCQ
Q.263. The benefit, that came out of implementing CRM are-
a. Greater empowerment of users. Lower cost of service delivery by shifting centre interactions to self-service and chat
b. Better visibility across service, delivery channels. Gains in customer communication, accountability and improved organisational efficiency
c. Any of above
d. Both (a) + (c)
Q.264. The objective of good customer relationship management are aimed at
a) Build long term profitable relationship
b) Better understanding in order to develop close relationship
c) Achieve lifetime value from customers
d) All above
Q.265. What are the various stages involved in a CRM?
a. Capturing customer's profile/dissecting profiles into common information buckets
b. Designing suitable products and services/offering/services to targeted segment of customer/tracking th customer information are dynamic basis to design new products
c. Both (a) + (b)
d. Customer optimisation the essence
Q.266. CRM provides a mechanism for banks for being -
a) Proactive in addressing customer needs/predict customer profitability
b) Analysing information and data sources for banks profitability
c) Both (a) + (b)
d) Some of (a) and some of (b)
Q.267. Customer optimisation is the essence of CRM and can be addressed through -
a. Acquisition of new customers/retention of existing ones/ expansion of customer relationship and shifting less profitable to lower cost channels
b. Retention of existing customer/expansion of customer relationship with the bank encouraging more purchases
c. Expansion of customer relationship with the bank encouraging
more purchases and shifting less profitable customers to lower cost delivery channels
d. All above
Q.268. What the banks needs for implementation of CRM programme?
a) Increase operational efficiencies/drive more value from employees increase competition/increase fee based income
b) Delivery channel efficiency/technology application + all as in (a)
c) Explore new frontiers in product development
d) Increase customer loyalty and brand equity
Q.269. Need to increase operational efficiencies in CRM for implementation programme for this, the bank is required to do -
(a) Direct delivery in branch to delivery through ATMs
(b) Shifting from manual to electronic and remote channels
(c) Both (b) + (c)
(d) All above
Q.270. How to derive move value from employee under CRM?
a) Improve employees productivity
b) Aggressiveness in technology implementation with reduced manpower
c) Deploying employees in marketing and cross-selling
(d) All above
Q.271. For increasing competition in retail banking, what the banks are supposed to do, when customer orientation is their top priority?
(a) Product development/process efficiencies/delivery channels
b) Pricing and value additions/good CRM programme
(c) Both (a) + (b)
Q272. Solution for rising non-performing assets in retail banking is -
a) Effective monitoring
b) Stern action under loan
c) CRM to rack customers and follow up for recovery
d) Both (a) + (b)
Q.273. Fee based income importance has increased in retail banking in view of pressure on net interest margins such action are -
a) Marketing of insurance products/mutual funds/gold coins
b) Some of above
c) None of above
d) More issue of letter of guarantee/letter of credit
Q.274. Which delivery channel can be better solution for enhancing customer satisfaction?
a. Direct Channels
b. Remote channels
c. Blend of channels
d. None of these
Q.275. Banks have to leverage technology for
(a) Optimise profits
(b) Maximise business
(c) Both (a) + (b)
(d) Technology separatable from retail banking
Q.276. Backbone of CRM ties in the robustness of customer's
a. Data warehouse and data mining
b. Seamless flow from core banking solutions
c. Accuracy of data
d. All above
Q.277. What are the implementation process of CRM in banks?
a) To determine the nature of products
b) To analyse the existing informations
c) Re enforcement rather than replacement of information and its integration of the systems
d) None of above
e) All above
Q.278. Key issues in implementation of CRM by banks
a. Business processes
b. Information processes
c. Information systems and integration of systems
d. All combined
Q.279. Inform the stages through which CRM can be implemented in banks
(a) Identification of customers for data base
(b) Classification of customers under different perspective/focus and attention-interaction with most valued customers-customisation of products and services
(c) Both (a) + (b)
(d) None
Q.280. Discuss the benefits of CRM-
a. Improves customer satisfaction/increased share of wallet from customer/enhance operational efficiency of banks
b. Take on competition for more customers and retention/ understanding life time value of customer/improves customer service through integration of remote delivery channels
c. None of above
d. Both (a) (b)
Q. 1CRM is useful tool for customer's
a) Segmentation and re-design
b) Offer relevant products and services for targeted segments
c) Dwindles the customer value
d) None
Q.282. Better relationship in marketing is possible under
a) Core banking solution
b) Customer Relationship Management
c) Satisfied Employees
d) All above
Q.283. What is first required for CRM?
a. Needs for banks
b. Implementation by banks
c. Expectations of customers
d. Expectations by banks
ANSWER-
263 D 264 D
265 C 266 D
267 A 268 B
269 A 270 D
271 C 272 C
273 A 274 C 275 C 276 D 277 E 278 D 279 C 280 D 281 B 282 B
283 A
a. Greater empowerment of users. Lower cost of service delivery by shifting centre interactions to self-service and chat
b. Better visibility across service, delivery channels. Gains in customer communication, accountability and improved organisational efficiency
c. Any of above
d. Both (a) + (c)
Q.264. The objective of good customer relationship management are aimed at
a) Build long term profitable relationship
b) Better understanding in order to develop close relationship
c) Achieve lifetime value from customers
d) All above
Q.265. What are the various stages involved in a CRM?
a. Capturing customer's profile/dissecting profiles into common information buckets
b. Designing suitable products and services/offering/services to targeted segment of customer/tracking th customer information are dynamic basis to design new products
c. Both (a) + (b)
d. Customer optimisation the essence
Q.266. CRM provides a mechanism for banks for being -
a) Proactive in addressing customer needs/predict customer profitability
b) Analysing information and data sources for banks profitability
c) Both (a) + (b)
d) Some of (a) and some of (b)
Q.267. Customer optimisation is the essence of CRM and can be addressed through -
a. Acquisition of new customers/retention of existing ones/ expansion of customer relationship and shifting less profitable to lower cost channels
b. Retention of existing customer/expansion of customer relationship with the bank encouraging more purchases
c. Expansion of customer relationship with the bank encouraging
more purchases and shifting less profitable customers to lower cost delivery channels
d. All above
Q.268. What the banks needs for implementation of CRM programme?
a) Increase operational efficiencies/drive more value from employees increase competition/increase fee based income
b) Delivery channel efficiency/technology application + all as in (a)
c) Explore new frontiers in product development
d) Increase customer loyalty and brand equity
Q.269. Need to increase operational efficiencies in CRM for implementation programme for this, the bank is required to do -
(a) Direct delivery in branch to delivery through ATMs
(b) Shifting from manual to electronic and remote channels
(c) Both (b) + (c)
(d) All above
Q.270. How to derive move value from employee under CRM?
a) Improve employees productivity
b) Aggressiveness in technology implementation with reduced manpower
c) Deploying employees in marketing and cross-selling
(d) All above
Q.271. For increasing competition in retail banking, what the banks are supposed to do, when customer orientation is their top priority?
(a) Product development/process efficiencies/delivery channels
b) Pricing and value additions/good CRM programme
(c) Both (a) + (b)
Q272. Solution for rising non-performing assets in retail banking is -
a) Effective monitoring
b) Stern action under loan
c) CRM to rack customers and follow up for recovery
d) Both (a) + (b)
Q.273. Fee based income importance has increased in retail banking in view of pressure on net interest margins such action are -
a) Marketing of insurance products/mutual funds/gold coins
b) Some of above
c) None of above
d) More issue of letter of guarantee/letter of credit
Q.274. Which delivery channel can be better solution for enhancing customer satisfaction?
a. Direct Channels
b. Remote channels
c. Blend of channels
d. None of these
Q.275. Banks have to leverage technology for
(a) Optimise profits
(b) Maximise business
(c) Both (a) + (b)
(d) Technology separatable from retail banking
Q.276. Backbone of CRM ties in the robustness of customer's
a. Data warehouse and data mining
b. Seamless flow from core banking solutions
c. Accuracy of data
d. All above
Q.277. What are the implementation process of CRM in banks?
a) To determine the nature of products
b) To analyse the existing informations
c) Re enforcement rather than replacement of information and its integration of the systems
d) None of above
e) All above
Q.278. Key issues in implementation of CRM by banks
a. Business processes
b. Information processes
c. Information systems and integration of systems
d. All combined
Q.279. Inform the stages through which CRM can be implemented in banks
(a) Identification of customers for data base
(b) Classification of customers under different perspective/focus and attention-interaction with most valued customers-customisation of products and services
(c) Both (a) + (b)
(d) None
Q.280. Discuss the benefits of CRM-
a. Improves customer satisfaction/increased share of wallet from customer/enhance operational efficiency of banks
b. Take on competition for more customers and retention/ understanding life time value of customer/improves customer service through integration of remote delivery channels
c. None of above
d. Both (a) (b)
Q. 1CRM is useful tool for customer's
a) Segmentation and re-design
b) Offer relevant products and services for targeted segments
c) Dwindles the customer value
d) None
Q.282. Better relationship in marketing is possible under
a) Core banking solution
b) Customer Relationship Management
c) Satisfied Employees
d) All above
Q.283. What is first required for CRM?
a. Needs for banks
b. Implementation by banks
c. Expectations of customers
d. Expectations by banks
ANSWER-
263 D 264 D
265 C 266 D
267 A 268 B
269 A 270 D
271 C 272 C
273 A 274 C 275 C 276 D 277 E 278 D 279 C 280 D 281 B 282 B
283 A
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