CRM CRM Technology & Data Management 2

Question 1

Which CRM feature allows managers to track which clients haven't been contacted within a defined period?

Accepted Answer

Activity monitoring / contact frequency alerts

Answer

Activity monitoring features flag clients who are overdue for contact, helping CRM professionals maintain consistent touchpoint frequencies.

Question 2

'Segmentation' within a CRM platform enables a relationship manager to:

Accepted Answer

Group clients by shared characteristics (wealth tier, product usage, risk profile) for targeted outreach

Answer

Segmentation allows CRM users to filter and group the client base for targeted communications, service differentiation, and efficient resource allocation.

Question 3

A 'single customer view' (SCV) in CRM means:

Accepted Answer

A consolidated, unified record of all client data, interactions, and holdings across all products and channels

Answer

SCV aggregates all information about a client from every system and channel into one comprehensive record, eliminating data silos.

Question 4

Data governance in financial CRM primarily ensures that:

Accepted Answer

Client data is accurate, consistent, secure, and used in compliance with regulatory requirements

Answer

Data governance frameworks define policies for data quality, access controls, retention schedules, and compliance to protect both clients and the firm.

Question 5

Which technology automates repetitive CRM tasks like sending follow-up emails, scheduling reminders, and updating client status fields?

Accepted Answer

Workflow automation / CRM automation rules

Answer

CRM automation rules trigger predefined actions based on events or conditions, freeing relationship managers to focus on high-value, personalized interactions.

CRM - Certified Relationship Manager Practice Test

CRM - Certified Relationship Manager Practice Test

CRM CRM Technology & Data Management 2