Practice Test Geeks(CSM) Certified Sales Manager Practice Test
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CRM Systems & Analytics Flashcards

7 cards from real CSM 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 Systems & Analytics flashcards as text

  1. Which CRM analytic technique segments customers by how recently they purchased, how often, and how much they spend?

    Answer: RFM analysis

    RFM (Recency, Frequency, Monetary) analysis segments customers based on those three dimensions to prioritize high-value relationships.

  2. A CRM system flags an account as 'at risk' based on declining engagement scores. This is an example of:

    Answer: Predictive analytics

    Using historical engagement data to predict future behavior (such as churn risk) is predictive analytics.

  3. What is the key advantage of using a cloud-based CRM over an on-premise CRM for a distributed sales team?

    Answer: Access from any location with an internet connection

    Cloud-based CRMs allow sales reps to access real-time data from any device and location, which is critical for distributed or field sales teams.

  4. A sales manager wants to reduce the time reps spend on data entry. Which CRM capability addresses this most directly?

    Answer: Email and activity auto-logging

    Auto-logging automatically captures emails, calls, and meetings from connected tools, eliminating the need for manual data entry by reps.

  5. Which metric measures the total value a customer is expected to generate over the entire duration of their relationship with the company?

    Answer: Customer Lifetime Value (CLV)

    Customer Lifetime Value (CLV) estimates the total net revenue a business can expect from a single customer account throughout the relationship.

  6. During a CRM implementation, a sales manager should prioritize which of the following to ensure adoption?

    Answer: Involving the sales team in configuration and providing training

    Involving end users in configuration and providing proper training are the most critical factors for driving CRM adoption.

  7. A CRM's 'forecast category' field (e.g., Commit, Best Case, Pipeline) is primarily used to:

    Answer: Allow reps to signal their confidence level in closing a deal

    Forecast categories give reps and managers a qualitative signal of deal confidence beyond just the stage probability percentage.