CCRM CRM Technology 5

Question 1

What is 'data hygiene' in the context of CRM management?

Accepted Answer

The ongoing process of keeping CRM data accurate, complete, and free of errors or outdates

Answer

Data hygiene refers to regular practices—deduplication, validation, and updates—that keep CRM records accurate and reliable for decision-making.

Question 2

A company wants to measure how long customers stay before canceling. Which CRM-derived metric best captures this?

Accepted Answer

Average customer lifespan / customer tenure

Answer

Average customer lifespan (or tenure) measures the mean duration of customer relationships, directly reflecting retention effectiveness.

Question 3

What is the primary function of a CRM's 'campaign management' module?

Accepted Answer

Planning, executing, tracking, and analyzing marketing campaigns and their impact on pipeline

Answer

Campaign management modules enable marketers to build, launch, and measure campaigns while connecting campaign responses to CRM leads and opportunities.

Question 4

Which CRM capability enables sales reps to access customer records, update deals, and log calls while away from the office?

Accepted Answer

Mobile CRM application

Answer

Mobile CRM apps give field sales representatives real-time access to customer data, deal stages, and communication tools from any location via smartphone or tablet.

Question 5

What does 'customer lifetime value' (CLV) calculation in a CRM help a business determine?

Accepted Answer

The total revenue a business can expect from a single customer over the entire relationship

Answer

CLV projects the total net revenue a company expects from a customer account over the full duration of the relationship, informing acquisition and retention investment decisions.

(CCRM) Certified Client Relationship Manager Practice Test

(CCRM) Certified Client Relationship Manager Practice Test

CCRM CRM Technology 5