Client Relationship Management Flashcards
7 cards from real CAM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Relationship Management flashcards as text
A key account client suddenly reduces their order volume by 40% without explanation. What is the account manager's FIRST priority?
Answer: Schedule a meeting to understand the client's underlying concerns
Understanding the root cause through direct conversation is essential before taking any corrective action.
Which metric best measures the depth of a client relationship over time?
Answer: Share of wallet — the percentage of a client's spend captured by your company
Share of wallet reflects how much of a client's total spend in your category you are earning, indicating true relationship depth.
When preparing for a Quarterly Business Review (QBR) with a strategic client, which component is most critical?
Answer: Data-driven recap of value delivered against the client's stated goals
QBRs should center on demonstrating measurable value delivered against the client's own objectives to reinforce ROI.
A client champion who strongly advocates for your company leaves the client organization. What should the account manager do?
Answer: Immediately map and build relationships with other key stakeholders
Losing a single champion is a vulnerability; account managers must maintain multi-threaded relationships across the client organization.
What does a 'white space analysis' help an account manager identify?
Answer: Unrealized revenue opportunities within an existing account
White space analysis maps products or services the client isn't yet buying, revealing upsell and cross-sell opportunities.
Which approach best describes 'proactive relationship management'?
Answer: Anticipating client needs and reaching out before issues arise
Proactive management means anticipating needs, flagging risks early, and adding value without waiting for the client to ask.
An account manager discovers a client is evaluating a competitor's solution. What is the most strategically sound response?
Answer: Request an urgent meeting to understand the evaluation criteria and reinforce your value
Understanding what criteria drive the evaluation allows you to tailor your value narrative and address gaps before the decision is made.