CCRM Account Management 2

Question 1

A key account manager discovers a client has been quietly reducing purchase volumes for three consecutive quarters. What is the most appropriate first step?

Accepted Answer

Schedule a strategic review meeting to uncover underlying concerns

Answer

A strategic review meeting allows the account manager to diagnose root causes before proposing solutions.

Question 2

Which metric best measures the depth of a client relationship beyond revenue?

Accepted Answer

Net Promoter Score (NPS)

Answer

NPS captures client advocacy and loyalty, reflecting relationship depth beyond transactional value.

Question 3

An account plan is most effective when it is:

Accepted Answer

A living document reviewed and revised regularly with client input

Answer

Account plans must evolve with changing client needs and be co-developed with client stakeholders to remain actionable.

Question 4

When a client contacts you about a competitor's lower-priced offering, which response strategy is most aligned with CCRM principles?

Accepted Answer

Quantify the unique value your solution delivers and address total cost of ownership

Answer

Demonstrating total value and ROI reinforces the relationship and shifts focus from price to outcomes.

Question 5

Which approach best describes 'white space analysis' in account management?

Accepted Answer

Identifying unmet needs or untapped revenue opportunities within an existing account

Answer

White space analysis maps where additional products or services could address unmet client needs, driving organic growth.

(CCRM) Certified Client Relationship Manager Practice Test

(CCRM) Certified Client Relationship Manager Practice Test

CCRM Account Management 2