CRM Implementation and Best Practices Flashcards

What is the recommended approach for handling duplicate records discovered during CRM data migration?

Answer: Deduplicate records before migration using matching rules

Deduplicating records before migration using matching rules on key fields like email or phone ensures the new CRM starts with clean, consolidated customer data.

Which feature helps CRM administrators maintain data quality on an ongoing basis after go-live?

Answer: Duplicate management rules and validation rules

Duplicate management rules prevent new duplicate records from being created, while validation rules enforce data standards every time a record is saved.

What is a 'CRM audit' and when should it be performed?

Answer: A review of CRM data quality, processes, and adoption conducted periodically

A CRM audit is a periodic review of data accuracy, workflow effectiveness, and user adoption rates to identify gaps and areas for improvement.

What does 'CRM ROI' measure?

Answer: The financial return generated from CRM investment relative to its cost

CRM ROI measures the net financial benefit gained — such as increased sales, improved retention, or reduced costs — compared to the total investment in the CRM.

How does defining a clear sales process before CRM configuration improve implementation outcomes?

Answer: It ensures the pipeline stages and workflows in the CRM reflect actual selling activities

Mapping your actual sales process first ensures the CRM pipeline stages, required fields, and automations mirror how your team actually sells, driving better adoption and data quality.

What is the purpose of role-based access control (RBAC) in a CRM system?

Answer: To ensure users only see and edit data relevant to their job function

RBAC restricts CRM data visibility and editing permissions based on a user's role, protecting sensitive information and ensuring data integrity.