Customer Relationship Management (CRM) Flashcards

A customer threatens to cancel their service. Which CRM tool helps the agent respond with an appropriate retention offer?

Answer: A retention or save-desk workflow with authorized offers in the CRM

CRM retention workflows guide agents through approved save offers based on the customer's value and history.

What is 'lead scoring' in a CRM used by outbound call centers?

Answer: Ranking prospects by their likelihood to buy so the best leads are called first

Lead scoring ranks prospects by conversion likelihood so agents prioritize the most promising contacts.

An agent updates a customer's record with the note 'angry, rude person.' Why is this poor CRM practice?

Answer: Notes should be objective and professional since customers may legally request their data

CRM notes should describe facts, not judgments, because customers can often access their records under data-access laws.

Which scenario best illustrates cross-selling driven by CRM data?

Answer: Offering internet service to a caller whose record shows they only have a phone plan

Cross-selling uses the customer's existing product data to offer a complementary, different product.

A CRM dashboard shows a spike in repeat contacts about billing. What should management do first?

Answer: Investigate the root cause of the billing contacts

Repeat-contact spikes signal an unresolved root cause that should be diagnosed before adding capacity.

What is the main risk of agents keeping customer details in personal spreadsheets instead of the CRM?

Answer: Data becomes siloed, inconsistent, and invisible to the rest of the organization

Off-system records create data silos that break the shared, single source of truth a CRM provides.

In CRM terms, what is a 'case' or 'ticket'?

Answer: A tracked record of a specific customer issue from creation to resolution

A case or ticket tracks one customer issue through statuses until it is resolved and closed.