CRM Testing Interview Questions & Answers



What is Customer Life Cycle?

1. The life cycle of the customer is the process the customer has been undergoing to be with company for all the years.

2. This includes the customer?s purchase history, perhaps how often she?s taken advantage of special offers directed at her or her customer class.

3. Depending on what company identify as important to customer?s return on investment (ROI), it could also include customers? marketing value to company and how much revenue that marketing value could be worth indirectly.

4. To find out what is the expected revenue generated from a single customer over the anticipated lifetime of that customer?s relationship with company is both the customer life cycle and the customer lifetime value (CLV).



What is the full form of CDO?

CDO means Clarify CRM Data Objects not Common Data Objects as i supposeThese are the Client side data objects.


What are the types of CRM technology?

1. Operational CRM
2. Analytical CRM
3. Collaborative CRM
4. Operational CRM:


Operational CRM is the customer-facing applications of CRM?the aforementioned sales force automation, enterprise marketing automation,

and front-office suites that encompass all of this simultaneously.

1. This is the ?ERP-like? segment of CRM.

2. One facet of operational CRM is the possibility of integrating with the financial and human resources functions of the enterprise resource planning (ERP) applications such as PeopleSoft and SAP. With this integration, end-to-end functionality from lead management to Order tracking can be implemented.



Analytical CRM

1. The analytic segment includes data marts or data warehouses such as

2. customer repositories that are used by applications that apply algorithms
    to dissect the data and present it in a form that is useful to the user.

3.  Analytical CRM is the capture, storage, extraction, processing,    interpretation, and reporting of customer data to a user.


Collaborative CRM

1.  The collaborative CRM reaches across customer touch points.
It is the communication center, the coordination network that provides
the neural paths to the customer and his suppliers.

2. It could mean a portal, a partner relationship management (PRM) application, or a customer interaction center (CIC).

3. It could mean communication channels such as the Web or email, voice applications, or snail mail.

4. It could mean channel strategies. In other words, it is any CRM function that provides a point of interaction between the customer and the channel itself.