CSM Customer Relationship Management & Retention 2

Question 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?

Accepted Answer

Omnichannel engagement drives loyalty

Answer

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

Question 2

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

Accepted Answer

Customer Lifetime Value (CLV)

Answer

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

Question 3

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

Accepted Answer

Allocating resources proportionally to customer value

Answer

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

Question 4

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

Accepted Answer

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

Answer

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

Question 5

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

Accepted Answer

Declining product usage or login frequency

Answer

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

(CSM) Certified Sales Manager Practice Test

(CSM) Certified Sales Manager Practice Test

CSM Customer Relationship Management & Retention 2