Customer Relationship Management Flashcards

What is the purpose of recording detailed notes in a CRM after every customer call?

Answer: To ensure continuity and context for future interactions, whether by the same or a different rep

Thorough CRM notes ensure that any team member can pick up the relationship seamlessly and provide consistent, informed service.

Which of the following is a key benefit of CRM automation in the sales process?

Answer: It ensures timely follow-ups and reduces the risk of leads falling through the cracks

CRM automation sends reminders, triggers follow-up emails, and alerts reps to actions needed, ensuring no opportunity is missed.

A sales professional learns that a loyal customer is evaluating a competitor. The best CRM-informed response is to:

Answer: Review the account history and schedule a strategic conversation to reinforce value

CRM data arms the sales professional with context to have a value-focused conversation that addresses the customer's evolving needs.

What is the 'onboarding' stage in a customer relationship?

Answer: The period immediately after a sale when the customer is introduced to the product/service and set up for success

Onboarding ensures new customers understand and receive full value from what they purchased, reducing early churn.

In CRM terminology, what is a 'key account'?

Answer: A high-value customer that warrants dedicated resources and strategic focus

Key accounts are strategically important customers, often representing a disproportionate share of revenue, requiring tailored management.

How does 'voice of the customer' (VoC) data improve the sales relationship?

Answer: It captures customer feedback and expectations, enabling sales teams to align offerings with real needs

VoC data provides direct insight into what customers value and where pain points exist, guiding more targeted and effective sales conversations.