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
What is the primary goal of Customer Relationship Management (CRM) in a sales context?
Answer: To build long-term, profitable customer relationships
CRM focuses on cultivating long-term, mutually beneficial relationships with customers to drive loyalty and revenue.
Which CRM activity best supports customer retention?
Answer: Conducting regular post-sale follow-ups
Post-sale follow-ups show customers they are valued and help identify issues before they cause churn.
A sales professional identifies that a key account has not placed an order in 90 days. What is the best CRM response?
Answer: Proactively contact the customer to assess their needs and re-engage
Proactive outreach for at-risk accounts allows the salesperson to identify unmet needs and prevent customer loss.
What does the term 'customer lifetime value' (CLV) measure?
Answer: The total revenue expected from a customer over the entire relationship
CLV estimates the total net profit a company can expect from a customer throughout the business relationship.
Which practice best helps a sales professional personalize their approach using CRM data?
Answer: Reviewing purchase history and past interactions before each customer touchpoint
Reviewing CRM history before interactions enables tailored communication that resonates with each customer's specific context.
What is 'upselling' in the context of customer relationship management?
Answer: Persuading a customer to purchase a higher-end or upgraded version of their current product
Upselling involves recommending a premium version or enhancement that delivers greater value to the customer.