CCSP Customer Relationship Management

Question 1

What is the primary goal of Customer Relationship Management (CRM)?

Accepted Answer

To build and maintain long-term customer relationships

Answer

To reduce staff headcount

Answer

To automate all customer interactions

Answer

To eliminate phone support

Question 2

Which metric best measures customer loyalty over time?

Accepted Answer

Net Promoter Score (NPS)

Answer

Total revenue

Answer

Number of employees

Answer

Office square footage

Question 3

What is customer segmentation used for?

Accepted Answer

Grouping customers by shared characteristics to deliver targeted service

Answer

Reducing the number of customers served

Answer

Eliminating unprofitable customers

Answer

Assigning random service levels

Question 4

What does customer lifetime value (CLV) represent?

Accepted Answer

The total revenue expected from a customer over the entire relationship

Answer

The cost of acquiring a single customer

Answer

The customer's annual income

Answer

The number of products a customer has purchased

Question 5

Which CRM feature helps track all customer interactions across channels?

Accepted Answer

Unified customer profile with interaction history

Answer

Automated billing system

Answer

Employee scheduling tool

Answer

Inventory management module

Question 6

What is the purpose of customer journey mapping?

Accepted Answer

To visualize and understand every touchpoint in the customer experience

Answer

To track employee commute routes

Answer

To plan delivery truck routes

Answer

To design office floor plans