Customer Relationship Management Interview Questions & Answers

Customer Relationship Management Interview Questions

If you are a skilled Customer Relationship Management (CRM) Executive and looking for a job suitable job then prepare well for the job interview questions with our interview questions and answers page on wisdom jobs. Customer relationship management job is an approach to manage a company's interaction with current and potential customers. Customer Relationship Management is a very interesting job as it about to, maintain relationship with customers, it is a very good jobs for graduates. Many IT,BPO,E commerce sectors are hiring for various positions. There are many part time and full time positions available across sectors for interested candidates. Find jobs in wisdom jobs for better opportunities. Go through our customer relationship management job interview questions and answers page better winning chance’s in job interviews.


Customer Relationship Management Interview Questions And Answers

Customer Relationship Management Interview Questions
    1. Question 1. What Is Crm?

      Answer :

      CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customer's needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.

    2. Question 2. What Are The Advantages Of Crm ?

      Answer :

      Using CRM, a business can:

      1. Provide better customer service.
      2. Increase customer revenues.
      3. Discover new customers.
      4. Cross sell/Up Sell products more effectively.
      5. Help sales staff close deals faster.
      6. Make call centers more efficient.
      7. Simplify marketing and sales processes.

    3. Question 3. What Are The Types Of Data Associated With Crm Projects?

      Answer :

      The types of data CRM projects collect:

      1. Responses to campaigns.
      2. Shipping and fulfillment dates.
      3. Sales and purchase data.
      4. Account information.
      5. Web registration data.
      6. Service and support records.
      7. Demographic data.
      8. Web sales data.

    4. Question 4. What Is Business Process Management Bpm?

      Answer :

      Business Process Management or BPM, is the practice of improving the efficiency and effectiveness of any organization by automating the organization's business processes. BPM used to be also know as Business Process Reengineering (BPR).Many companies have business processes that are unique to its business model. Since these processes tend to evolve over time as the business reacts to market conditions, the BPM solution you choose must be easily adaptable to the new conditions and requirements and continue to be a perfect fit for the company. In order to use BPM effectively, organizations must stop focusing exclusively on data and data management, and adopt a process-oriented approach that makes no distinction between work done by a human and a computer.
      The idea of BPM is to bring processes, people and information together. Dynamic infrastructure requires separation of flows, business rules and services. Identifying the business processes is relatively easy. Breaking down the barriers between business areas, and finding owners for the processes is difficult. BPM not only involves managing business processes within the enterprise but also involves real-time integration of the processes of a company with those of its suppliers, business partners, and customers.
      BPM involves looking at automation horizontally instead of vertically. Business Activity Monitoring (BAM) is essential for measurement of BPM impact.

      Examples of BPM tasks that your organization performs that should be automated include:

      1. Expense Reports Travel Requests.
      2. Purchase Orders Human Resource Management.
      3. New Accounts and Credit Authorizations Sales Orders.
      4. Project Management Software Change Management.

    5. Question 5. How To Add Business Partner In Sap Crm?

      Answer :

      Business partner get in to CRM system through various sites:

      1. Direct creation of BP in CRM system.
      2. ELM.
      3. User Creations through Mkt. Campaign Internet sales.
      4. Through CIC.
      5. Transfer from R/3.

    6. Question 6. How Is Crm And R/3 Differs From Each Other?

      Answer :

      R/3 is an integration of different application suits. It has its own architecture and way of functioning. CRM is all about maintaining the relationship with a customer. It is supposed to enhance the profit of the company or organization since the ultimate goal of any company is profit.

      Therefore CRM is one step ahead for their goal achievements. SAP R/3 is a 3 tier based client/ server based application. One layer is presentation layer (Client) which interfaces with the end user. Second layer is application layer for all business - specific requirements (Program), and third is database which contains all information and records about the system, including transactional and configuration data.

      SAP R/3 has been developed in it's own language called ABAP (Advanced business application programming). Different modules of SAP R/3 are - FICO, MM, PP, SD, IS, AM, HRMS, SCM, SEM, WM etc. Where CRM is under a business mySAP Business Suit collection (SRM, CRM, SCM etc).

    7. Question 7. What Is The Full Form Of Cdocol?

      Answer :

      CDOCOL means Clarify CRM data Object Collection.

    8. Question 8. What Is The Difference Between Links And Multi Value Links?

      Answer :

      Link is used for Master Detail View of two BCs. whereas MVL is used to view the child records using MVG. MVL uses Link to get the records from the child BC. Link is between the entities and MVL is between the records.

    9. Question 9. Describe The 3 Object Explorer (oe) Tabs?

      Answer :

      1. Types: higher level object types displayed.
      2. Details: expanded top level object type displays object definitions of that type.
      3. Flat: displays all definitions of that type.

    10. Question 10. What Object Types Have A Sort Specification Property?

      Answer :

      1. BC's,
      2. Pick Lists,
      3. Links.

    11. Question 11. What Are The Steps For Creating A Static Pick List?

      Answer :

      Create a new static pick list. Add BC field that will be populated. Map the BC field to the pick list BC field. Specify which control or list column will invoke the pick list applet. Pick list will be empty until values are put in the S_LST_OF_VAL table.

    12. Question 12. What Are The Steps For Creating A Dynamic Pick List?

      Answer :

      Create a Pick list using a BC representing the joined table. Associate the Pick list with a BC field. Map the BC fields to the Pick list BC fields. Create a Pick list applet. Specify which control or list column will invoke the Pick list applet.

    13. Question 13. What Are The Steps For Creating A Mvg?

      Answer :

      Create a MVL in the parent BC. Add MVF's in the parent BC. Create a MVG applet to display child records. Add controls/list columns to the parent applet to display MVF's and invoke MVG applets. Add primary FK in the parent BC and on the MVL.

    14. Question 14. What Is A Primary Key?

      Answer :

      A primary is a FK on the parent-side that points to one “primary” record on the child-side of a 1:M link. A primary FK creates a 1:1 link between the parent and the child.

    15. Question 15. How Do You Create A Primary On A Mvl?

      Answer :

      Add a primary key field on the parent BC. Set the Primary Id Field and Use Primary Join properties on the MVL.

    16. Question 16. List Some Of The Calculated Field Limitations?

      Answer :

      Cannot be used as sort criteria, stored in columns and read only. Validation criteria on calculated fields is ignored. If SQL is used and performs a calculation, the value will be applied after the data is in the BC, but before displaying in the applet.

    17. Question 17. Describe The Types Of Siebel Database Extensions?

      Answer :

      Standard extension tables - Predefined tables which support 1:1 or M:1 relationship. Part of the existing physical database. Custom extension tables and custom extension columns - New 1:1 tables, New columns that are added to new and existing tables.

    18. Question 18. What Are The Steps For Using A Standard 1:1 Extension Table?

      Answer :

      Add a joined field in the parent BC (based on the “main” table). The join is implied and created automatically at runtime. Add a control or list column to an applet.

    19. Question 19. What Are The Steps For Using A Standard 1:m Extension Table?

      Answer :

      1. create BC to represent 1:M extension table.
      2. Set Search Spec to equal Pre Default Value “TYPE” field.
      3. Add fields to the new BC (ensure “NAME” and “TYPE”).
      4. Create a link from BC to New BC and add the New BC to BO.
      5. Create applet to display data from new BC.

    20. Question 20. Name The 5 Main Building Blocks Of The Siebel Architecture?

      Answer :

      1. File Server,
      2. Gateway Server,
      3. Enterprise Server,
      4. Siebel Server,
      5. Siebel Database Server.

    21. Question 21. Name The Four Levels Of Control We Have Over The Server?

      Answer :

      1. Enterprise,
      2. Server,
      3. Component,
      4. Task.

    22. Question 22. Explain The 5 Main Functions Of The Server Manger?

      Answer :

      1. Controls your Enterprise,
      2. Manages Siebel Servers,
      3. Allows the configuration of the components,
      4. Allow you to run tasks,
      5. Collect statistics.

    23. Question 23. Name And Explain The Three Modes Of Component Operation.

      Answer :

      1. Server Mode: run background operations for the server and runs forever, once started.
      2. Task Mode: run specific task and exits upon completion.
      3. Session Mode: created dynamically for client request. Runs as long as session is maintained then exits.

    24. Question 24. Which Tag Contains The Reference Of The Target Worker Bean?

      Answer :

      WBInfo tag contains the reference of the target worker bean.

    25. Question 25. In Clarify Crm Billing Manager, What Is The Relation Between The Case And The Site?

      Answer :

      One site can have many cases where as one Case can't have more than one site. So Many to one.

    26. Question 26. Which Method On The Client Side Is Used To Indicate That The Node Value Has Been Changed?

      Answer :


    27. Question 27. Worker Beans Are Http Aware?

      Answer :

      Data request or UI request will go to Control Servlet then it will generate a HTTP request to Particular Worker Bean.

    28. Question 28. The Toolbox Configuration Files For The Clarify Crm Administrator Are Defined In?

      Answer :


    29. Question 29. What Is The Name Of The Feature By Which The Window Manager Automatically Checks For The Unsaved Changes While Closing The Window And Prompts The User To Save Any Changes?

      Answer :

      window dirty bit checking.

    30. Question 30. Tld File Is An Xml Document That Defines?

      Answer :

      TLD file defines the following features:

      1. Defines what are the various basic operations we can do with the TLD file.
      2.  Defines the various attributes available for the TLD.
      3. It also mentions the tag handler class.

    31. Question 31. Window Manager System Consists Of?

      Answer :

      A) WMSendMessage function.
      B) Message dispatcher.

    32. Question 32. Does Clarify Database Has Explicit Primary Keys Defined For The Tables?

      Answer :

      NO. Primary key are not defined in the Clarify Database. The restrictions and relationships are managed by the application itself.

    33. Question 33. For Any Activity Like Update And Insert, Performed In The Clarify Crm, A Log Is Created Called Activity Log. Name The Table In Which It Is Stored?

      Answer :


    34. Question 34. In Clarify Crm Billing Manager, What Is The Relation Between Financial Account And The Billing Arrangement?

      Answer :

      It is One to One. For every account there is one Billing site and one Billing Contact.

    35. Question 35. How To Add Business Partner In Sap Crm?

      Answer :

      Business partner get in to CRM system through various sites:

      1.  Direct creation of BP in CRM system.
      2.  ELM.
      3. User Creations through Mkt. Campaign Internet sales.
      4. Through CIC.
      5. Transfer from R/3.

    36. Question 36. How Do We Define Crm?

      Answer :

      CRM is a process or methodology used to learn more about customers needs & behavior in order to develop stronger relationship with them.

    37. Question 37. What Is Crm Technology?

      Answer :

      CRM is disciplined business strategy. CRM technology is the driver of the strategy:

      •  Technology, in the form of networked collaboration, communication, knowledge management and automated electronic processes can enable different groups within the company to work seamlessly as one unit to fulfill the CRM vision.
      •  The accepted definition of CRM technology is generally accepted to apply to "front office" processes.
      •  CRM technology mandates that all interactions between the customer and the company are recorded and stored in a central information database, which can be shared with anyone in the company who contributes to processing the customer's transaction.
      •  CRM technology fulfils the vision of CRM are through the streamlining of processes and the acquisition of information to form knowledge about the customer.

    38. Question 38. What Is Customer Life Cycle?

      Answer :

      •  The life cycle of the customer is the process the customer has been undergoing to be with company for all the years.
      •  This includes the customers purchase history, perhaps how often she taken advantage of special offers directed at her or her customer class.
      •  Depending on what company identify as important to customers return on investment (ROI), it could also include customers marketing value to company and how much revenue that marketing value could be worth indirectly.
      •  To find out what is the expected revenue generated from a single customer over the anticipated lifetime of that customers relationship with company is both the customer life cycle and the customer lifetime value (CLV).

    39. Question 39. What Is The Full Form Of Cdo?

      Answer :

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

    40. Question 40. What Are The Crm Technology Components?

      Answer :

      • CRM Engine
      • Front-Office Solutions
      • Enterprise Application Integrations (EAIs) for CRM
      • CRM in the Back Office

    41. Question 41. What Are Objectives Of Crm?

      Answer :

      1. To create a consistent customer experience. 
      2. Your relationship with customer should be thought of as an ongoing conversation without end.
      3. Collective consciousness expected. 
      4. Customers talking to Accounts receivables person, sales person, call from telemarketing person, direct marketing, returning to web site.

    42. Question 42. What Are The Features Of Ecrm?

      Answer :

      eCRM implies capabilities like self service knowledge bases, automated email response, personalization of web content, online product bundling and pricing.

      •  eCRM gives Internet users the ability to interact with the business through their preferred communication channel.
      •  It also allows business to offset expensive customer service agents with technology.
      •  eCRM puts much emphasis on the customer satisfaction and reduced cost through improved efficiency.
      •  eCRM use customer data for personalization, cross-selling and up-selling.
      •  Sales Force Automation (SFA )and Enterprise Marketing Automation(EMA) is integrated in the eCRM.

    43. Question 43. What Are The Types Of Crm Technology?

      Answer :

      • Operational CRM.
      • Analytical CRM.
      • collaborative CRM.

    44. Question 44. How Many Extra Partitions Are Possible To Create And Why?

      Answer :

      Actually two extra partitions are created to accommodate data before that begin date and after the end date.

    45. Question 45. Are There Any Indications Of The Need For A Crm Project?

      Answer :

      Pay Scale Structure means creation of Payroll area, Pay scale type, area, group and levels with Employee Sub group grouping for PCR & Cap’s.

    46. Question 46. How Important Is Customer Relationship Management?

      Answer :

      The past decade has seen concentrated efforts at integrating enterprise relationship planning (ERP) systems at the same time that organizations eliminated Year 2000 concerns. Now, an increasing number of companies are turning to customer relationship management (CRM) strategies to retain and acquire customers in a worldwide marketplace characterized by heightened competition.

    47. Question 47. Can Crm And Its Server Maintained In One System?

      Answer :

      CRM and ITS servers can be maintained in one system, but it is technically possible and whereas it is not recommended since it would not allow for good security if both are implemented in one server.

    48. Question 48. How Long Will It Take To Get Crm In Place?

      Answer :

      A bit longer than many software salespeople will lead you to think. Some vendors even claim their CRM "solutions" can be installed and working in less than a week. Packages like those are not very helpful in the long run because they don't provide the cross-divisional and holistic customer view needed. The time it takes to put together a well-conceived CRM project depends on the complexity of the project and its components

    49. Question 49. What Are The Benefits Of Customer Relationship Management?

      Answer :

      The Benefits of Customer Relationship Management are:

      •  Sell additional products and services
      •  Develop new products
      •  Increase product utilization
      •  Reduce marketing costs
      •  Identify and retain profitable customers
      •  Optimize service delivery costs
      •  Retain high lifetime value customers
      •  Enable personal and relevant communications
      •  Improve customer loyalty
      •  Improve response rates to direct mail
      •  Increase product profitability
      •  Respond quickly to market opportunities
      •  Acquire new, profitable customers

    50. Question 50. What Is Automating The Operations?

      Answer :

      The operational side of the CRM equation consists of customer facing applications integrated across the front, back, and mobile offices which includes sales automation (SA), enterprise marketing automation (EMA), customer service/support, and miscellaneous components.

    51. Question 51. How The Data Was Collected In Crm Projects?

      Answer :

      There are different types to collect data from CRM projects:

      1.  Responses to Campaigns.
      2. Sales and purchase data.
      3. Web registration data.
      4. Shipping and fulfillment dates.
      5. Account Information.
      6.  Service and support records.
      7.  Demographic data.
      8. Web sales data.

    52. Question 52. Is There Any Provision Directly With Crm To Buffer The Data Or Is There Any Other Means?

      Answer :

      The provision directly with CRM to buffer the data is by CRM stores, all orders, products, and prices etc, used in the Internet sales Scenario. It would have R/3 integration and then the order will be forwarded to R/3, but it is also kept in CRM database.

    53. Question 53. What Is The Difference Between Crm And R/3?

      Answer :

      The difference between CRM and R/3 is R/3 is an integration of different application suits; it has its own architecture and way of functioning. Coming to CRM it is all about maintaining the relationship with a customer. It is supposed to enhance the profit of the company or organization since the ultimate goal of any company is profit. Therefore CRM is one step ahead for their goal achievements.
      Whereas SAP R/3 is a 3 tier based on client or server based application. One layer is presentation layer i.e Client which interfaces with the end user. Second layer is application layer for all business-specific requirements i.e program, and third is database which contains all information and records about the system, including transactional and configuration data. SAP R/3 has been developed in its own language called ABAP (Advanced Business Application Programming).

    54. Question 54. Does Crm Require Dedicated It Support Staff?

      Answer :

      Traditional CRM does; Hosted CRM does not. Traditional CRM requires in-house IT resources to install and maintain the software and hardware. Hosted CRM providers manage all software upgrades, data security, data privacy, hardware maintenance and virus protection.

    55. Question 55. Is Crm Expensive?

      Answer :

      Traditional CRM systems will cost more than Hosted CRM solutions, especially given the IT over head of traditional systems. Traditional CRM systems require dedicated computing hardware, software installation, maintenance, and the staff to manage the process. Since Hosted CRM solutions are already maintained, upgraded, and backed up by the CRM provider, the subscription costs is the only costs incurred by the business user.

    56. Question 56. How Does The Customer Service Portion Of Crm Help A Business Grow?

      Answer :

      Customer satisfaction is a key element of customer loyalty. Loyal and satisfied customers become long-term customers. Loyal customers are also your best advocates. Word of mouth recommendations create the most persuasive marketing for your company. In an age where negative customer feedback propagates quickly to online reviews and blogs, customer service cannot be overlooked.

    57. Question 57. Is Crm Difficult To Set Up?

      Answer :

      CRM should not be difficult to set up, however, sometimes it is. This is because some traditional CRM implementation requires hardware and software installation, followed by a long period of customization for the requirements of a particular customer. Some CRM software solutions require customization which can only be done by a developer. Hosted CRM only requires an Internet-connected PC with a web browser. Hosted CRM solutions are ready for use after your first login. Adding new features or enhancements is usually a matter of signing up for a new feature.

    58. Question 58. Is Crm Easy To Use?

      Answer :

      A good CRM solution should be easy to use. Hosted CRM solutions are no more complex than the web applications that most people are already familiar with. CRM solutions drawing on proven, familiar web services such as online banking, online shopping and other web-based financial tool easy to understand and use.

    59. Question 59. What Is Crm Software?

      Answer :

      Sales Force Automation:

      • Contact management

      Contact management software stores, tracks and manages contacts, leads of an enterprise.

      • Lead management

      Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates.
      eCRM or Web based CRM

      Self Service CRM

      Self service CRM (eCRM) software Enables web based customer interaction, automation of email,call logs, web site analytics, campaign management.

      Survey Management Software

      Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and enables understand customer preferences.
      Customer Service

      • Call Center Software
      • Help Desk Software

      Partner Relationship Management

      • Contract Management Software

      Contract Management Software enables an enterprise to create, track and manage partnerships, contracts, agreements.

      Example: Upside Software, Accruent Software, diCarta, I-Many.

      • Distribution management Software

    60. Question 60. I Run A Small Business And I Don't Have That Many Customers. Why Do I Need Special Software To Manage Them?

      Answer :

      CRM can benefit a small business by consolidating customer data into a single system. As a business grows, keeping a record of all transactions can become overwhelming. CRM tools allow you to manage your customer interactions more efficiently, so you have more time to focus on your service or product.

    61. Question 61. What Is Business Process Management - Bpm?

      Answer :

      Business Process Management is a Systematic approach to improving an Organization's business process.

      Business Process:

      Business process is a set of co-ordinate tasks and activities, conducted by both people and equipment, that will accomplish a specific Organization's goal.

    62. Question 62. How Do You Assign A Business Partner To Your Organizational Unit?

      Answer :

      after assigning a position to sales group click on assign and then it will ask whether bp or user then assign bp .

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