Class 11 IT Chapter 4 Using CRM Application: Free CRM

Class 11 IT Chapter 4 Using CRM Application: Free CRM Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 11 IT Chapter 4 Using CRM Application: Free CRM Question Answer and select need one. Class 11 IT Chapter 4 Using CRM Application: Free CRM Notes Download PDF. AHSEC Class 11 Elective IT-ITeS Question Answer English Medium.

Class 11 IT Chapter 4 Using CRM Application: Free CRM

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Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 11 Elective IT-ITeS Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 11 IT Chapter 4 Using CRM Application: Free CRM Textbook Solutions English Medium for All Chapters, You can practice these here.

Using CRM Application: Free CRM

Chapter: 4

A. Multiple choice questions: 

1. User receives an e-mail message from a potential customer. You need to track the potential customer as a new lead in Microsoft Dynamics CRM 2011. What should you do? 

(a) Convert the e-mail message into a lead. 

(b) Create a new lead and set a connection to the e-mail message. 

(c) Create a new lead, attach the e-mail message to the lead and then save the lead. 

(d) Create a new lead from the regarding lookup of the e-mail message.

Ans: (c) Create a new lead, attach the e-mail message to the lead and then save the lead.

2. Which parameter is the only parameter that the Execute method takes? 

(a) Non-entity-specific request.

(b) Request class. 

(c) Target property. 

(d) Response class. 

Ans: (b) Request class. 

3. What are some popular CRM software? 

(a) SAP CRM.

(b) Salesforce. 

(c) Oracle CRM on Demand.

(d) All of the above.

Ans: (d) All of the above.

4. Which of the following is a set of prices that are charged for the product under certain circumstances? 

(a) Discount List. 

(b) Price List. 

(c) Products. 

(d) Quote.

Ans: (a) Discount List. 

B. Short answer questions: 

1. How well do users understand customers?

Ans: Users understand customers by setting, communicating, and meeting expectations, rather than letting customers set the expectations for them. They are integrating customer service data into market research and customer data integration efforts to gain better customer insights.Good customer service companies try to keep their support staff happy and motivated so they can help customers better. They also use tools like online chat, RSS feeds, and self-help websites to give better service at a lower cost. These companies also understand the difference between people who work inside the company and outside customers, but they treat all outside customers equally. This helps them keep customers happy.

 2. What is CRM?

Ans: CRM stands for Customer Relationship Management. It is a software used by companies to keep all the records of their customers in one place. These records include customer contact details, purchase history, complaints, preferences, and other important information. This helps the company to provide better service to customers. 

CRM software provides support to maintain and compile customer records across different points of contact between the customer and the organisation. This could be telephonic, by e-mail, an online chat, marketing products or the company’s website. CRM software also provides a customer’s personal information, purchase history, deals, targets, documents, assigning details, priority, buying recommendations and concerns to customer service representatives.

3. What modules can be included in CRM?

Ans: Modules can be used to represent logical groupings of information, such as contacts, companies, opportunities, cases, tasks, etc. Each module may include a number of objects. An object is a representation of a particular type of data. For example, the Contacts module has objects like name, address, telephone number, email, etc. 

Some of the modules are:

(i) Contacts.

(ii) Accounts.

(iii) Opportunities.

(iv) Cases.

(v) Tasks.

(vi) Activities.

(vii)  Documents.

(viii)  Dashboard.

(ix) Calendar.

(x) Campaign.

4. What technologies should be used to develop CRM?

Ans: The technologies that should be used to develop CRM are:

(i) Cloud Computing: Stores and accesses data online, making it scalable, secure, and accessible from anywhere.It helps manage customer relationships easily and safely, even from a distance.

(ii) Mobile Technology: Covers a device like smartphones and tablets, and the software development for them, allowing users to access services, information, and communication remotely and on the go.

(iii) Big Data Analytics: Analyzes large volumes of customer data to gain insights, predict behavior, and improve decision-making.

(iv) Social Media: Online websites and apps where people can share things, talk to each other, make friends, and get information.

(v) Artificial Intelligence: Automates tasks such as chatbots, lead scoring, and personalized marketing, improving efficiency and customer service.

(vi) Internet of Things (IoT): A network of interconnected devices that collect and exchange data, enabling automation, efficiency, and smart decision-making.

(vii) Machine Learning: A part of AI that helps computers learn from data on their own, so they get better at a task by seeing patterns and practicing.

5. What are the benefits of CRM?

Ans: The benefits of CRM are as under: 

(i) Better Customer Service: CRM helps manage customer information, making it easier to solve their problems quickly and efficiently.

(ii) Improved Sales: It helps track leads, follow up with customers, and close more deals.

(iii) Customer Retention: It refers to the ability of a company to keep its customers over time, building loyalty and encouraging repeat business.

(iv) Efficient Communication: It stores all customer interactions, making it easier for team members to respond effectively.

(v) Data Management: CRM keeps all customer data in one place, which is helpful for analysis and planning.

(vi) Increased Productivity: It means doing more work in less time with less effort, helping the business work better and grow faster.

(vii) Better Team Collaboration: All teams can see and use customer information, which helps them work together better.

6. How does CRM help sales?

Ans: CRM helps sales by keeping all customer details in one place, doing routine work automatically, helping find and manage new customers, giving useful tips, and making it easier to talk to each person in a better way. This helps sell more and grow the business. It also helps sales teams talk to customers more effectively and work faster.

7. How do I know if my company needs a CRM?

Ans: Your company may need a CRM if it is hard to remember customer details, follow up with people, or handle sales properly. If your team uses too many tools, forgets to call customers, or loses chances to sell, CRM can help keep everything in one place and make work easier. A CRM can help streamline processes, improve customer relationships, and drive growth.

8. How does CRM work with customer mails?

Ans: A CRM works with customer emails to save messages, send follow-ups automatically, and check past conversations. It sends personal messages, and builds better relationships, which can increase sales.It stores incoming and outgoing emails, helps send replies quickly, and reminds you to follow up. This makes it easy to manage communication, solve problems faster, and keep a good relationship with the customer.

9. How can we import data to my CRM?

Ans: We can import data to a CRM using different methods like uploading CSV files, importing Excel sheets, connecting with other business apps, using APIs, or entering data manually. This makes it easy to move customer information from other software into the CRM.

Parimol

Hi! my Name is Parimal Roy. I have completed my Bachelor’s degree in Philosophy (B.A.) from Silapathar General College. Currently, I am working as an HR Manager at Dev Library. It is a website that provides study materials for students from Class 3 to 12, including SCERT and NCERT notes. It also offers resources for BA, B.Com, B.Sc, and Computer Science, along with postgraduate notes. Besides study materials, the website has novels, eBooks, health and finance articles, biographies, quotes, and more.