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: 

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.