Customer Relationship Management Flashcards

A customer submits a negative online review. What is the recommended CRM response?

Answer: Respond promptly, acknowledge the issue, and offer a resolution

A timely, empathetic public response shows all potential customers that the business takes concerns seriously.

Which of the following best describes a 'win-back' campaign in CRM?

Answer: An effort to re-engage customers who have stopped purchasing

Win-back campaigns use targeted outreach to lapsed customers to reactivate the relationship.

How does cross-selling support customer relationship management goals?

Answer: It introduces customers to products that complement their needs, adding value

Relevant cross-sell recommendations demonstrate understanding of the customer's needs and deepen the relationship.

What is the significance of the Net Promoter Score (NPS) in CRM?

Answer: It gauges the likelihood that customers will recommend the business to others

NPS is a widely used indicator of customer loyalty and satisfaction based on recommendation likelihood.

A customer's purchase data shows they always buy gifts in December. The best CRM action is to:

Answer: Contact them in November with relevant gift suggestions

Anticipating seasonal buying patterns and reaching out proactively demonstrates attentiveness and increases conversion.

Which of the following is an example of an unsolicited but helpful CRM communication?

Answer: Sending a product recall notice that affects a customer's recent purchase

Proactively notifying customers about issues affecting them demonstrates care and builds trust.

In CRM, what does 'customer retention' focus on?

Answer: Keeping existing customers engaged and continuing to buy

Retention strategies are more cost-effective than acquisition and build a stable, loyal customer base.