Practice Test Geeks(CCRM) Certified Client Relationship Manager Practice Test
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Customer Retention Flashcards

7 cards from real CCRM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Customer Retention flashcards as text

  1. A client has not engaged with your firm in 90 days. Which proactive retention tactic is most appropriate?

    Answer: Schedule a personalized re-engagement call referencing their account history

    Personalized outreach referencing specific account history demonstrates attentiveness and increases the likelihood of re-engagement.

  2. What does the concept of 'customer lifetime value' (CLV) most directly inform in a retention strategy?

    Answer: How much investment is justified to retain an existing client

    CLV quantifies the long-term revenue a client represents, helping managers determine appropriate retention investment thresholds.

  3. Which metric best measures whether clients are expanding their use of your services over time?

    Answer: Net Revenue Retention (NRR)

    NRR captures both retained and expanded revenue from existing clients, making it the strongest indicator of account growth.

  4. A client expresses frustration about a billing error. What is the best first step a relationship manager should take?

    Answer: Acknowledge the error, apologize sincerely, and commit to a resolution timeline

    Acknowledging the issue and setting clear expectations rebuilds trust quickly and prevents further escalation.

  5. Which of the following is a leading indicator that a client may be at risk of churning?

    Answer: An increase in support ticket volume

    Rising support ticket volume often signals unresolved frustration that can precede a client's decision to leave.

  6. What is the primary purpose of a client health score?

    Answer: To aggregate multiple engagement signals into a single risk or opportunity indicator

    A health score synthesizes usage, engagement, support history, and sentiment data to flag at-risk or high-growth accounts.

  7. When should a formal executive business review (EBR) typically be conducted with a key client?

    Answer: Quarterly or semi-annually to align on goals, outcomes, and future opportunities

    Scheduled EBRs create structured touchpoints to demonstrate value and deepen strategic alignment before issues emerge.