CRM Systems & Analytics Flashcards

A travel consultant notices that clients acquired through referrals have a 40% higher lifetime value than those from paid ads. Which CRM report surfaces this insight?

Answer: Client acquisition source analysis

Acquisition source analysis cross-references how clients were acquired with their subsequent revenue, revealing which channels produce the most valuable customers.

Which of the following best describes 'predictive analytics' in a travel CRM context?

Answer: Using historical data to forecast future client behavior and needs

Predictive analytics applies algorithms to past booking data to anticipate when a client is likely to travel next and what they may want.

A CRM dashboard shows a consultant's 'close rate' has dropped from 65% to 48% over two quarters. What is the most useful next step?

Answer: Analyze at which pipeline stage prospects are dropping off

Identifying the drop-off stage reveals where the sales process is failing, enabling targeted process improvement rather than simply adding more leads.

Which CRM automation rule would best help a consultant follow up with clients who requested a quote but haven't responded in five days?

Answer: Trigger a follow-up task or reminder email after five days of inactivity

An inactivity-triggered automation ensures no prospect falls through the cracks by prompting timely follow-up without manual tracking.

In travel CRM, what is the primary purpose of tagging clients with interest labels such as 'adventure,' 'family,' or 'luxury'?

Answer: To enable targeted marketing and personalized itinerary recommendations

Interest tags allow consultants to quickly filter clients and send relevant offers, increasing engagement and conversion rates.

A travel agency's CRM shows an average lead-to-booking time of 47 days. A consultant wants to shorten this cycle. Which tactic is most directly supported by CRM data?

Answer: Identifying the longest-delay stage in the pipeline and addressing it

CRM stage-duration reports pinpoint exactly where delays accumulate, allowing consultants to intervene at the right point in the process.

Which CRM feature helps ensure a client's dietary restrictions, room preferences, and anniversary dates are available to every consultant serving that account?

Answer: Centralized client profile with shared notes and custom fields

A shared client profile with custom fields and notes ensures all team members deliver consistent, personalized service regardless of who handles the account.