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Customer Relationship Management & Retention 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.

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  1. A sales manager notices that customers who interact with the company on three or more channels have a 30% higher retention rate. This insight best illustrates which CRM principle?

    Answer: Omnichannel engagement drives loyalty

    Omnichannel engagement connects customers across multiple touchpoints, deepening relationships and increasing retention.

  2. Which metric directly measures the average revenue generated per customer over the entire business relationship?

    Answer: Customer Lifetime Value (CLV)

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

  3. A B2B sales team is implementing a tiered account management program. What is the PRIMARY benefit of segmenting customers into tiers?

    Answer: Allocating resources proportionally to customer value

    Tiered account management ensures high-value customers receive more intensive support while resources are efficiently distributed.

  4. During a quarterly business review (QBR), a sales manager should primarily focus on:

    Answer: Reviewing mutual goals, progress, and strategic alignment with the customer

    QBRs are strategic touchpoints designed to assess progress toward shared goals and reinforce the customer partnership.

  5. Which of the following is the BEST early indicator that a customer may be at risk of churning?

    Answer: Declining product usage or login frequency

    Declining engagement with the product is a leading behavioral signal that a customer may be disengaging and considering leaving.

  6. A customer success framework that maps the steps a customer takes from onboarding to advocacy is called a:

    Answer: Customer journey map

    A customer journey map visualizes the complete experience from initial onboarding through renewal and advocacy stages.

  7. What is the primary goal of a win-back campaign in CRM?

    Answer: Re-engaging former customers who have churned

    Win-back campaigns target lapsed customers with tailored outreach to re-establish the relationship and regain their business.

Customer Relationship Management & Retention Flashcards — CSM Study Cards with Answers