Practice Test Geeks(CCRM) Certified Client Relationship Manager Practice Test
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Data Analytics 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 Data Analytics flashcards as text

  1. Which type of data is most commonly captured in a CRM system to enable behavioral analytics?

    Answer: Client interaction logs, purchase history, and support tickets

    Behavioral analytics relies on first-party interaction data such as purchase history, contact logs, and service records stored in CRM systems.

  2. A CCRM analyst identifies that 20% of clients generate 80% of revenue. This pattern is an example of:

    Answer: The Pareto Principle (80/20 rule)

    The Pareto Principle states that roughly 80% of outcomes stem from 20% of inputs, commonly observed in client revenue distributions.

  3. Which data quality issue occurs when two client records for the same individual exist in the CRM database under slightly different names?

    Answer: Record duplication

    Record duplication (also called deduplication issue) creates multiple entries for the same entity, skewing analytics and client counts.

  4. A relationship manager wants to understand the sequence of touchpoints that led clients to convert. Which analytical method is most useful?

    Answer: Multi-touch attribution analysis

    Multi-touch attribution assigns credit to each touchpoint in the client journey, revealing which interactions contribute most to conversion.

  5. When presenting analytics findings to non-technical executives, which practice is MOST effective?

    Answer: Lead with the business implication and use simple visuals to support key findings

    Effective data storytelling for executives prioritizes business impact and clear visuals over technical detail.

  6. An analyst calculates that the average client satisfaction score is 7.2, but the median is 8.5. What does this likely indicate?

    Answer: A small number of very low scores are pulling the mean downward

    When the median exceeds the mean, negatively skewed outliers (very low scores) are depressing the average.

  7. Which dashboard metric would BEST alert a relationship manager to a sudden deterioration in client engagement?

    Answer: Week-over-week change in login frequency and feature usage

    Short-term changes in product engagement metrics provide early warning signals of disengagement before churn occurs.