CRM Trivia 4 — Questions and Answers
Question 1: What is 'customer segmentation' in CRM?
- Dividing customers into groups based on shared characteristics (Correct answer)
- Splitting a CRM database into multiple servers
- Assigning customers to different sales reps
- Breaking down invoices into payment segments
Correct answer: Dividing customers into groups based on shared characteristics
Customer segmentation categorizes contacts into groups by demographics, behavior, or purchase history to enable targeted outreach.
Question 2: In CRM, what is a '360-degree customer view'?
- A complete profile of a customer combining all available data and interaction history (Correct answer)
- A circular dashboard layout in CRM software
- A method for tracking customer physical location
- A report showing a full year of sales data
Correct answer: A complete profile of a customer combining all available data and interaction history
A 360-degree view aggregates all customer data—purchases, support tickets, emails, and social interactions—into one unified profile.
Question 3: Which CRM company was co-founded by Marc Benioff, a former Oracle executive, in 1999?
- Salesforce (Correct answer)
- Zoho
- SugarCRM
- Freshworks
Correct answer: Salesforce
Marc Benioff co-founded Salesforce in 1999 after leaving Oracle, pioneering the SaaS (Software as a Service) CRM model.
Question 4: What CRM feature allows sales reps to see which companies are visiting their website even without form submissions?
- Visitor identification / reverse IP lookup (Correct answer)
- Heat map tracking
- A/B testing module
- Live chat analytics
Correct answer: Visitor identification / reverse IP lookup
Reverse IP lookup tools in CRMs like HubSpot identify company names from anonymous website visitors based on their IP addresses.
Question 5: What is the typical purpose of a CRM 'deal stage' or 'opportunity stage'?
- To show where a prospect is in the sales process (Correct answer)
- To record the financial stage of an invoice
- To track software update versions
- To categorize customer support tickets
Correct answer: To show where a prospect is in the sales process
Deal stages represent milestones in the sales pipeline (e.g., Prospecting, Proposal, Negotiation, Closed) to show a deal's progress.
Question 6: Which regulation, effective in 2018, significantly impacted how CRM systems handle personal data in the European Union?
- GDPR (Correct answer)
- CCPA
- HIPAA
- SOX
Correct answer: GDPR
GDPR (General Data Protection Regulation) requires businesses to obtain consent, protect data, and honor deletion requests for EU residents' data.
Question 7: What does 'CLV' or 'LTV' stand for in CRM analytics?
- Customer Lifetime Value (Correct answer)
- Current Lead Volume
- Conversion Level Variance
- Client Login Verification
Correct answer: Customer Lifetime Value
Customer Lifetime Value (CLV/LTV) estimates the total revenue a business can expect from a single customer throughout the entire relationship.
CRM Trivia 4
What is 'customer segmentation' in CRM?