[Week 1-5] NPTEL Customer Relationship Management Assignment Answers 2023

NPTEL Customer Relationship Management Assignment Answers 2023
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NPTEL Customer Relationship Management Assignment Solutions

NPTEL Customer Relationship Management Week 5 Assignment Answers 2023

1. Which of the following is generally true
a. Acquisition cost < Retention cost
b. Acquisition cost = Retention cost
c. Acquisition cost > Retention cost
d. Cannot say

Answer :- c

2. Ceiling retention rate can be achieved by making retention expenditure double of acquisition expenditure
a. Tre
b. False

Answer :- b

3. Acquisition rate _______ when ad spend increases
a. Decreases
b. Increases
c. Does not change
d. Cannot say

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Course NameCustomer Relationship Management
CategoryNPTEL Assignment Answer
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NPTEL Customer Relationship Management Week 3 Assignment Answers 2023

1) CLV does not depend on
a. Cross sell
b. Up sell
c. Cost of service
d. None of these

Answer :- d

2. The customer lifetime (x-axis) vs profitability (y-axis) curve is a strictly increasing curve
a. True
b. False

Answer :- b

3. Customer centric marketing was propagated in the decade of:
a. 1960s
b. 1970s
c. 1980s
d. 1990s

Answer :- c

4. The following is part of purchase risk
a. Physical risk
b. Psychological risk
c. Social risk
d. All of these

Answer :- d

5. When a high-priced product serve you like a normal-priced product is an example of only performance risk
a. True
b. False

Answer :- a

6. The lifetime used for CLV calculation is of 5 years
a. True
b. False

Answer :- a

7. In the CLV calculation, discount factor is dependent on
a. Inflation
b. Exchange rate
c. Interest rate
d. All of these

Answer :- d

8. Co-creation can result in increased revenue
a. True
b. False

Answer :- a

9. In the CLV calculations of the customers in a database, all customers must have same lifetime for comparisons
a. True
b. False

Answer :- b

10. Knowledge about GP series sum comes handy in CLV calculation
a. True
b. False

Answer :- a
Course NameCustomer Relationship Management
CategoryNPTEL Assignment Answer
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NPTEL Customer Relationship Management Week 2 Assignment Answers 2023

1. The cycle of CRM does not comprise with the following
a. Acquire data
b. Analyze
c. Manage data
d. Customize

Answer :- c

2. Customer experience data helps in predictive analytics
a. True
b. False

Answer :- a

3. The correct increasing order of ladder of loyalty is:
a. Advocate, supporter, partner
b. Supporter, advocate, partner
c. Partner, advocate, supporter
d. None of these

Answer :- b

4. Advanced payment from a customer for a service is an example of
a. Structural bond
b. Social bond
c. Financial bond
d. None of these

Answer :- c

5. The following is not a part of customer retention program
a. Identifying churn
b. Find the reason of churn
c. Increasing loyalty points per purchase
d. None of these

Answer :- c

6. Customer community play an important role to ensure consumer engagement
a. True
b. False

Answer :- a

7. In an active dialogue,
a. One party ask questions and other party answers
b. Directional conversation happens
c. Conversation develops from the dialogue
d. None of these

Answer :- c

8. Co-creation can create personalized experiences
a. True
b. False

Answer :- a

9. GDPR is a major challenge for CRM strategies
a. True
b. False

Answer :- a

10. The double derivative of the customer profitability-customer lifetime curve is
a. Negative
b. Positive
c. Zero
d. None of the above

Answer :- b
Course NameCustomer Relationship Management
CategoryNPTEL Assignment Answer
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NPTEL Customer Relationship Management Week 1 Assignment Answers 2023

1. Which of the following was centered around producing a lot within a low resource available?

a. Selling Concept
b. Product Concept
c. Production Concept
d. None of the above

Answer :- c

2. Shrishti not only wants to in detail understand and analyse the needs of its customers but also wants to satisfy those needs better than competitors. Which of the following concept she is applying?


a. Production Concept
b. Product Concept and Selling concept
c. Service and Marketing Concept
d. Marketing Concept

Answer :- d

3. Which of the following is true for the service concept?

a. Everything is a service
b. Involve customer in a solution making process
c. There is nothing called a product
d. It is the latest concept among product, production, marketing and selling concepts.
e. All of the above

Answer :- e

4. When you start with the customer itself and when you give a lot of importance to the customer, you have to follow CRM. This point explains which of the following factor of growth?

a. Aging Population
b. Emergence of market economy
c. Emergence of service economy
d. Global orientation of business

Answer :- b

5. FIIO developed MP3 players, which delivers High-Resolution music. These MP3 players are very costly and are mainly developed for Audiophiles. FIO also developed a CRM Strategy focused on Audiophiles. In 2021, Apple announced High-Resolution music through its Apple Music service Due to which people now can listen to High-Resolution music directly through streaming at a very cheap rate from their iPhone itself. Which of the following challenges FIIO may experience in terms of CRM.

a. Non-Traditional competition
b. Market Maturity
c. Misalignment between revenue and profits
d. Cannot say

Answer :- a

6. If more customers stay with a company, then the per-customer cost will be lower.

a. True
b. False

Answer :- b

7. Sony and Samsung are direct competitors. However, in 2004, Sony started cooperating with Samsung Electronics and developed and produced LCD screens for flat-screen televisions. This close collaboration and co-operation lead to the highly popular TV ranges ‘Bravia’ from Sony and ‘Bordeaux’ from Samsung. The combined market share of both companies doubled. Based on the above. which of the following is true?

a) Its an example of collaboration but not co-creation.
b) Co-creation can only be done with customers
c) It’s a perfect example of co-creation.
d) None of the above

Answer :- c

8. The three primary objectives of co-creation – generation, refinement and creation – are sequential in nature

a. True
b. False

Answer :- b

9. Which of the following explains a consumers’ goal to have access for a desirable experience as well as for an ownership.

a. Dialogue
b. Access
c. Risk Assessment
d. Transparency

Answer :- b

10. If Nintendo invites gamers worldwide to make alterations to Mario character. Which of the following types of co-creation it will be?

a. Co-Designing
b. Submitting
c. Tinkering
d. Collaborating

Answer :- c
Course NameCustomer Relationship Management
CategoryNPTEL Assignment Answer
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2 thoughts on “[Week 1-5] NPTEL Customer Relationship Management Assignment Answers 2023”

  1. Pingback: NPTEL Customer Relationship Management Week 2 Assignment Answers 2023 » UNIQUE JANKARI

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