Trivia Flashcards

What is 'customer churn' in CRM terminology?

Answer: The rate at which customers stop doing business with a company

Customer churn (also called attrition) measures how many customers stop purchasing or using a service over a given period.

Which CRM tool is specifically known for its visual sales pipeline board that resembles a Kanban layout?

Answer: Pipedrive

Pipedrive is famous for its drag-and-drop visual pipeline that lets sales reps manage deals like a Kanban board.

In CRM, what does 'lead scoring' accomplish?

Answer: Ranks leads by their likelihood to convert based on behavior and attributes

Lead scoring uses predefined criteria to rank prospects so sales teams can prioritize the most promising leads.

What is the primary purpose of a CRM's 'email sequence' or 'drip campaign' feature?

Answer: Automatically send a series of emails to prospects over time

Drip campaigns automatically deliver pre-written emails at scheduled intervals to nurture leads through the sales funnel.

Which famous CRM-related book, written by Don Peppers and Martha Rogers, popularized the concept of one-to-one marketing?

Answer: The One to One Future

'The One to One Future' (1993) by Peppers and Rogers introduced personalized marketing strategies that became foundational to CRM thinking.

What does 'MQL' stand for in the context of CRM and marketing?

Answer: Marketing Qualified Lead

An MQL (Marketing Qualified Lead) is a prospect that marketing has determined is ready to pass to the sales team based on their engagement.

Which CRM platform is natively built into the Microsoft 365 ecosystem and is part of the Microsoft Power Platform?

Answer: Microsoft Dynamics 365

Microsoft Dynamics 365 integrates natively with Office 365, Teams, Power BI, and other Microsoft tools as part of the Power Platform.