Customer Relationship Management Flashcards
6 cards from real SPC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Relationship Management flashcards as text
In CRM, what is a 'touchpoint'?
Answer: Any interaction between a customer and a company across channels
A touchpoint is any point of contact between the customer and the company, including emails, calls, meetings, and support interactions.
Why is segmenting customers in a CRM system beneficial for sales professionals?
Answer: It allows targeted messaging and strategies for groups with similar needs or behaviors
Segmentation enables sales professionals to tailor outreach, offers, and communication strategies to specific customer groups.
What does 'cross-selling' mean in a sales relationship context?
Answer: Offering complementary products or services to an existing customer
Cross-selling introduces related products or services that enhance the customer's existing purchase and deepen the relationship.
A customer complaint is handled quickly and to the customer's satisfaction. According to CRM principles, what is the likely outcome?
Answer: The customer's loyalty often increases beyond pre-complaint levels
Research shows that effectively resolved complaints can build stronger loyalty than if no problem had occurred, known as the service recovery paradox.
Which metric best indicates the health of a long-term customer relationship?
Answer: Net Promoter Score (NPS)
NPS measures customers' likelihood to recommend the company, serving as a proxy for overall relationship quality and loyalty.
What is a 'win-back campaign' in CRM?
Answer: A targeted effort to re-engage former customers who have lapsed or churned
A win-back campaign uses personalized outreach and incentives to re-engage customers who have stopped buying.