CCRM CRM Technology 3

Question 1

What is the role of a Customer Data Platform (CDP) compared to a traditional CRM?

Accepted Answer

A CDP unifies customer data from multiple sources into a single persistent profile for real-time activation

Answer

A CDP aggregates data from all touchpoints into unified customer profiles that can be activated across marketing, sales, and service channels in real time.

Question 2

Which CRM feature helps prevent duplicate records by identifying and merging identical contact entries?

Accepted Answer

Data deduplication / merge tool

Answer

Deduplication tools scan for matching records based on fields like email or phone number and allow administrators to merge them into a single clean record.

Question 3

In a CRM context, what is 'customer segmentation'?

Accepted Answer

Grouping customers by shared characteristics to enable targeted communication

Answer

Customer segmentation groups contacts or accounts by shared traits—such as industry, purchase history, or behavior—so that tailored messages can be sent to each group.

Question 4

What is a 'single source of truth' in CRM technology?

Accepted Answer

A centralized CRM database where all teams access and update the same accurate customer data

Answer

A single source of truth means all departments rely on one authoritative CRM dataset, eliminating conflicting records across systems.

Question 5

Which type of CRM analytics focuses on predicting future customer behavior based on historical data?

Accepted Answer

Predictive analytics

Answer

Predictive analytics uses statistical models and machine learning on historical CRM data to forecast future behaviors such as churn risk or purchase likelihood.

(CCRM) Certified Client Relationship Manager Practice Test

(CCRM) Certified Client Relationship Manager Practice Test

CCRM CRM Technology 3