CRM Systems & Analytics Flashcards

A 'heat map' report in export CRM analytics that overlays sales data on a world map is most useful for:

Answer: Visually identifying geographic concentrations of customers and revenue opportunities

Geographic heat maps reveal which markets generate the most activity, helping export managers prioritize regions for focused investment.

What is 'data hygiene' in the context of an export CRM, and why does it matter?

Answer: The process of regularly updating, deduplicating, and correcting CRM records to maintain data accuracy

Poor data hygiene leads to inaccurate analytics, wasted outreach to wrong contacts, and compliance risks from outdated screening records.

An exporter uses CRM automation to send a follow-up email 48 hours after a trade show meeting. This is an example of:

Answer: A triggered workflow or drip campaign based on an event or time delay

Triggered workflows automatically execute actions based on predefined conditions like elapsed time or recorded events, improving follow-up consistency.

In export CRM best practices, which approach best supports GDPR compliance when managing European customer data?

Answer: Capturing explicit consent, enabling data subject access requests, and providing the right to erasure within the CRM

GDPR requires documented consent, the ability to respond to data subject requests, and mechanisms to delete personal data upon request.

A CES candidate is asked about 'cross-sell and upsell analytics' in export CRM. These analytics primarily help exporters to:

Answer: Recognize which existing customers are likely to purchase additional or higher-value products

Cross-sell and upsell analytics flag existing customers whose purchasing patterns or profiles suggest readiness for additional products, maximizing account value.

What is the significance of 'time zone management' as a CRM feature for export sales teams?

Answer: It ensures that follow-up tasks and reminders are scheduled at appropriate local times for international contacts

Scheduling calls and tasks in the contact's local time zone prevents miscommunications and shows cultural awareness, strengthening international relationships.

Which export CRM analytics technique would best help a company identify its most profitable market segment to prioritize for next year's growth?

Answer: Profitability analysis combining revenue, cost of sales, and margin by segment or market

Profitability analysis incorporates revenue and cost data to reveal which segments generate the highest margins, guiding strategic investment decisions.