Client Relationship Management Flashcards
7 cards from real CAM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Relationship Management flashcards as text
Which model is commonly used to map and prioritize stakeholders within a client organization?
Answer: Stakeholder influence-interest grid (power/interest matrix)
The power/interest matrix helps account managers identify which stakeholders to actively engage versus monitor.
When a client expresses dissatisfaction with a service delivery failure, which recovery sequence is most effective?
Answer: Acknowledge the impact, apologize, provide root cause, outline corrective action, and follow up to confirm resolution
Structured service recovery that covers empathy, cause, action, and follow-through is proven to restore and even strengthen client trust.
What does 'client lifetime value' (CLV) represent in account management?
Answer: The predicted net revenue a client will generate over the entire duration of the relationship
CLV guides investment decisions by quantifying the long-term financial value of retaining and growing each client relationship.
An account manager wants to reduce client churn risk. Which early warning indicator is MOST actionable?
Answer: Declining product usage rates or login frequency by the client's team
Declining usage is a behavioral signal of disengagement that directly precedes churn and warrants immediate outreach.
When conducting a needs analysis for an existing client, the most important first step is to:
Answer: Review the client's current goals, challenges, and how well existing solutions are performing
Starting from the client's current state and goals ensures the needs analysis is grounded in their reality rather than your assumptions.
A client upgrades their contract to include additional modules three months after signing. This is an example of:
Answer: Upselling within an existing account
Upselling occurs when an existing client purchases a higher-value or expanded version of what they already have.
Which communication principle is most important when delivering bad news to a client?
Answer: Be timely, transparent, and come prepared with a mitigation plan
Early, honest communication paired with a clear remediation plan preserves trust far better than delayed or incomplete disclosure.