CRM Trivia 3 — Questions and Answers
Question 1: What is 'customer churn' in CRM terminology?
- The rate at which customers stop doing business with a company (Correct answer)
- The speed of onboarding new customers
- A method for segmenting customer data
- The process of upselling existing customers
Correct answer: The rate at which customers stop doing business with a company
Customer churn (also called attrition) measures how many customers stop purchasing or using a service over a given period.
Question 2: Which CRM tool is specifically known for its visual sales pipeline board that resembles a Kanban layout?
- Pipedrive (Correct answer)
- Salesforce
- HubSpot
- Zoho CRM
Correct answer: Pipedrive
Pipedrive is famous for its drag-and-drop visual pipeline that lets sales reps manage deals like a Kanban board.
Question 3: In CRM, what does 'lead scoring' accomplish?
- Ranks leads by their likelihood to convert based on behavior and attributes (Correct answer)
- Assigns monetary value to each contact
- Counts the total number of leads in the database
- Grades the quality of marketing copy
Correct answer: Ranks leads by their likelihood to convert based on behavior and attributes
Lead scoring uses predefined criteria to rank prospects so sales teams can prioritize the most promising leads.
Question 4: What is the primary purpose of a CRM's 'email sequence' or 'drip campaign' feature?
- Automatically send a series of emails to prospects over time (Correct answer)
- Block spam emails from reaching customers
- Archive old customer emails
- Track email open rates in real time
Correct answer: Automatically send a series of emails to prospects over time
Drip campaigns automatically deliver pre-written emails at scheduled intervals to nurture leads through the sales funnel.
Question 5: Which famous CRM-related book, written by Don Peppers and Martha Rogers, popularized the concept of one-to-one marketing?
- The One to One Future (Correct answer)
- CRM at the Speed of Light
- Customer Relationship Management
- The Loyalty Effect
Correct answer: The One to One Future
'The One to One Future' (1993) by Peppers and Rogers introduced personalized marketing strategies that became foundational to CRM thinking.
Question 6: What does 'MQL' stand for in the context of CRM and marketing?
- Marketing Qualified Lead (Correct answer)
- Multi-Queue Logic
- Managed Query Layer
- Marketing Quality Limit
Correct answer: Marketing Qualified Lead
An MQL (Marketing Qualified Lead) is a prospect that marketing has determined is ready to pass to the sales team based on their engagement.
Question 7: Which CRM platform is natively built into the Microsoft 365 ecosystem and is part of the Microsoft Power Platform?
- Microsoft Dynamics 365 (Correct answer)
- Microsoft Access CRM
- Microsoft Teams CRM
- Microsoft Azure CRM
Correct answer: Microsoft Dynamics 365
Microsoft Dynamics 365 integrates natively with Office 365, Teams, Power BI, and other Microsoft tools as part of the Power Platform.
CRM Trivia 3
What is 'customer churn' in CRM terminology?