CCRS Customer Relationship Management & Engagement

Question 1

What is the goal of customer relationship management (CRM)?

Accepted Answer

Build long-term relationships

Answer

Sell products fast

Answer

Ignore customer needs

Answer

Focus on new clients only

Question 2

How does personalization impact customer engagement?

Accepted Answer

Enhance engagement

Answer

Reduce interaction

Answer

Ignore preferences

Answer

Delay responses

Question 3

Why is customer feedback important?

Accepted Answer

Improve services based on needs

Answer

Ignore feedback

Answer

Delay responses

Answer

Use feedback for promotions

Question 4

What is the role of communication in customer retention?

Accepted Answer

Strengthen relationships

Answer

Create confusion

Answer

Ignore customers

Answer

Only communicate during issues

Question 5

How does a loyalty program help customer retention?

Accepted Answer

Reward repeat business

Answer

Offer discounts only

Answer

Ignore loyal customers

Answer

Charge higher fees

Question 6

What is the purpose of CRM software?

Accepted Answer

Centralize customer interactions

Answer

Ignore data

Answer

Limit customer insights

Answer

Only store contact details

Question 7

How can segmentation improve CRM?

Accepted Answer

Target specific groups

Answer

Ignore customer preferences

Answer

Delay communication

Answer

Offer the same service to all

Question 8

Why is customer retention more cost-effective than acquisition?

Accepted Answer

Retain existing customers

Answer

Acquire new customers

Answer

Ignore retention

Answer

Only focus on sales

Question 9

What is a key aspect of effective customer engagement?

Accepted Answer

Provide relevant responses

Answer

Ignore requests

Answer

Only automate responses

Answer

Delay communication