Customer Relationship Management Nptel Week 1 Answers
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Table of Contents
Customer Relationship Management Nptel Week 1 Answers(July-Dec 2025)
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Question 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
These are Customer Relationship Management Nptel Week 1 Answers
Question 2. What is the primary focus of the service-dominant logic in the context of a service economy?
a) Emphasizing the production of tangible goods over services.
b) Viewing all business offerings as services and involving customers in the value creation process.
c) Prioritizing cost reduction in the manufacturing sector.
d) Developing marketing strategies without customer input.
These are Customer Relationship Management Nptel Week 1 Answers
Question 3. Which of the following is a type of non traditional competition?
a) Substitute technology
b) Retailer as a competitor
c) Customer becomes a competitor
d) Both A & C
Question 4. What is a characteristic of the least profitable customers in the profitability pyramid?
a) They provide high returns with minimal effort and cost.
b) They are small in size and easy to manage.
c) They cost a lot in time, effort, and money but do not provide the desired returns.
d) They spread positive word of mouth and are loyal.
These are Customer Relationship Management Nptel Week 1 Answers
Question 5. Why are platinum customers considered valuable in Customer Relationship Management?
a) They are high in number but provide low profitability.
b) They spend more over time, cost less to maintain, and spread positive word of mouth.
c) They require significant resources to manage and maintain.
d) They are difficult to do business with and often leave negative feedback.
Question 6. What is a key benefit of implementing a CRM strategy in relation to customer complaints?
a) It eliminates the need for customers to complain.
b) It allows companies to track dissatisfied customers and address their issues before they leave.
c) It guarantees that all customers will become loyal.
d) It reduces the cost of direct marketing.
These are Customer Relationship Management Nptel Week 1 Answers
Question 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
These are Customer Relationship Management Nptel Week 1 Answers
Question 8. The three primary objectives of co-creation – generation, refinement and creation – are sequential in nature.
a) True
b) False
Question 9. DART model comprises of
a) Dialogue
b) Assess
c) Risk assessment
d) Transparency
These are Customer Relationship Management Nptel Week 1 Answers
Question 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
These are Customer Relationship Management Nptel Week 1 Answers