CRM Systems & Analytics Flashcards
7 cards from real CES practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 CRM Systems & Analytics flashcards as text
In export CRM analytics, what does 'customer lifetime value' (CLV) help an exporter determine?
Answer: The long-term revenue a customer relationship is expected to generate
CLV estimates the total net profit attributable to the entire future relationship with a customer, guiding resource allocation.
Which CRM feature is most useful for tracking compliance with export regulations for different customers across multiple countries?
Answer: Custom fields and tagging for regulatory status
Custom fields and tags allow exporters to flag customers by denied-party status, required licenses, or country-specific restrictions.
An exporter uses CRM pipeline analytics and finds their 'average days to close' for European deals is 90 days vs. 30 days for domestic. What is the most actionable insight?
Answer: European sales cycles are longer, so cash flow forecasts must account for extended timelines
Longer international sales cycles affect working capital needs and should be reflected in financial planning and forecasting.
What is the primary purpose of segmenting export customers by NAICS or SIC codes in a CRM system?
Answer: To group customers by industry for targeted outreach and analysis
Industry codes enable exporters to segment buyers by sector, enabling tailored messaging and identification of industry-specific trends.
A CRM dashboard shows a high 'churn rate' among foreign distributors. Which metric should an export manager examine next to diagnose the cause?
Answer: Net Promoter Score (NPS) or satisfaction survey results from distributors
NPS and satisfaction data reveal whether distributors are leaving due to product, support, pricing, or relationship issues.
Which CRM integration is most critical for an exporter who needs to reconcile customer orders with export documentation?
Answer: Enterprise Resource Planning (ERP) system integration
ERP integration links CRM customer data with order management, inventory, invoicing, and shipping documentation in one workflow.
In CRM analytics for exports, a 'win/loss analysis' is used primarily to:
Answer: Identify why deals were won or lost to improve future sales strategies
Win/loss analysis examines the reasons behind closed deals to refine messaging, pricing, and competitive positioning.