CMD Customer Experience and Relationship Management

Question 1

Which metric best measures a customer's likelihood to recommend a brand to others?

Accepted Answer

Net Promoter Score (NPS)

Answer

Customer Effort Score (CES)

Answer

Customer Satisfaction Score (CSAT)

Answer

Churn Rate

Question 2

A marketing director wants to reduce customer churn. Which strategy is most proactive?

Accepted Answer

Implementing predictive churn modeling to identify at-risk customers

Answer

Offering win-back discounts after cancellation

Answer

Increasing ad spend to replace lost customers

Answer

Reducing product prices across the board

Question 3

Customer Lifetime Value (CLV) is primarily used to:

Accepted Answer

Determine how much to invest in acquiring and retaining a customer segment

Answer

Measure quarterly revenue growth

Answer

Calculate the cost of a single transaction

Answer

Forecast annual market share

Question 4

In a Customer Journey Map, which stage focuses on the customer's first awareness of a brand?

Accepted Answer

Awareness

Answer

Retention

Answer

Consideration

Answer

Advocacy

Question 5

Which CRM strategy segment targets customers who have purchased frequently and recently with high spend?

Accepted Answer

RFM segmentation — High segment

Answer

Persona-based targeting

Answer

Geographic clustering

Answer

Behavioral lookalike modeling

Question 6

An omnichannel CX strategy differs from a multichannel strategy primarily because:

Accepted Answer

It integrates all channels so the customer experience is seamless and consistent

Answer

It uses more advertising platforms

Answer

It eliminates offline channels

Answer

It focuses solely on digital touchpoints