Customer Relationship Management (CRM) Flashcards

Which CRM capability helps a call center identify its most profitable customers for priority routing?

Answer: Customer segmentation and value scoring

Segmentation and value scoring rank customers so high-value callers can be routed to priority queues or senior agents.

What does a 360-degree customer view in a CRM mean?

Answer: A single consolidated view of all the customer's interactions, purchases, and preferences

A 360-degree view consolidates every touchpoint—calls, emails, orders, complaints—into one complete customer profile.

A customer emailed yesterday and calls today about the same issue. The agent can see the email in the CRM. This cross-channel visibility is called what?

Answer: Omnichannel integration

Omnichannel integration unifies phone, email, chat, and social interactions into one continuous conversation record.

Which action would most likely violate data privacy regulations like GDPR when using a CRM?

Answer: Sharing a customer's personal data with an unauthorized third party

Disclosing personal data to unauthorized parties breaches privacy regulations that govern CRM data use.

An analytical CRM would be used primarily for which task?

Answer: Mining interaction data to spot churn risk trends

Analytical CRM analyzes accumulated customer data to reveal patterns such as churn risk or buying trends.

During a call, the CRM suggests the customer may be interested in an upgraded plan based on usage. This feature is an example of what?

Answer: Next-best-action or recommendation prompting

Next-best-action engines use customer data to prompt agents with relevant, personalized offers in real time.

Why is consistent use of standardized disposition codes after each call important?

Answer: It enables accurate reporting on why customers contact the center

Standardized dispositions let managers analyze contact reasons reliably and fix root causes of call volume.