CRM & Customer Lifecycle Flashcards
7 cards from real CPM 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 & Customer Lifecycle flashcards as text
A company notices that customers who purchase within 30 days of signing up have a 70% higher lifetime value. Which CRM strategy best capitalizes on this insight?
Answer: Trigger an onboarding incentive campaign targeting new sign-ups within the first 30 days
Targeting new sign-ups with an onboarding incentive within 30 days directly leverages the finding that early purchasers have significantly higher LTV.
In the context of the customer lifecycle, 'churn' most specifically refers to:
Answer: The rate at which customers stop doing business with a company
Churn is defined as the rate at which customers disengage or stop purchasing from a business over a given period.
Which metric is MOST useful for measuring the effectiveness of a win-back campaign targeting lapsed customers?
Answer: Reactivation rate
Reactivation rate measures the percentage of lapsed customers who return and make a purchase, directly reflecting win-back campaign success.
A B2B company's CRM shows that 60% of deals stall after the demo stage. The BEST CRM-driven response is to:
Answer: Create an automated follow-up sequence with tailored case studies triggered after demo completion
Automated post-demo follow-ups with relevant social proof directly address the friction point where prospects disengage.
Customer Effort Score (CES) is MOST closely associated with which stage of the customer lifecycle?
Answer: Retention and service interactions
CES measures how easy it is for customers to resolve issues or complete interactions, making it most relevant during retention and service touchpoints.
Which CRM segmentation approach groups customers based on their position in the buying journey rather than demographics?
Answer: Lifecycle stage segmentation
Lifecycle stage segmentation categorizes customers by where they are in their relationship with the brand, such as prospect, first-time buyer, or loyal customer.
A SaaS company wants to predict which customers are likely to cancel before their renewal date. Which CRM capability is MOST relevant?
Answer: Predictive churn scoring using behavioral data
Predictive churn scoring uses behavioral signals like login frequency and feature usage to identify at-risk customers before cancellation.