Customer Relationship Management Flashcards
6 cards from real CCSP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Relationship Management flashcards as text
What is the primary goal of Customer Relationship Management (CRM)?
Answer: To build and maintain long-term customer relationships
CRM focuses on building and maintaining long-term relationships with customers to increase loyalty, satisfaction, and lifetime value.
Which metric best measures customer loyalty over time?
Answer: Net Promoter Score (NPS)
NPS measures customer loyalty by asking how likely customers are to recommend the company, providing a reliable indicator of long-term loyalty.
What is customer segmentation used for?
Answer: Grouping customers by shared characteristics to deliver targeted service
Customer segmentation groups customers by shared characteristics such as demographics, behavior, or needs, enabling more targeted and effective service delivery.
What does customer lifetime value (CLV) represent?
Answer: The total revenue expected from a customer over the entire relationship
CLV represents the total revenue a business can expect from a single customer account throughout their entire relationship with the company.
Which CRM feature helps track all customer interactions across channels?
Answer: Unified customer profile with interaction history
A unified customer profile consolidates all interactions across channels (phone, email, chat, in-person) into a single view, enabling consistent and informed service.
What is the purpose of customer journey mapping?
Answer: To visualize and understand every touchpoint in the customer experience
Customer journey mapping visualizes every touchpoint and interaction a customer has with a company, helping identify opportunities to improve the experience.