CRM 1
A customer relationship management (CRM) system is a technology system for managing all company interactions with current and potential:
Customers
Which stage of the sales pipeline is when a company works to continue its relationship with its customers, keep and maintain repeat customers, and to reduce churn.
retention
What is the best resource a company can use to improve its products and operations?
customer feedback
When customer service is done correctly, it has the ability to increase:
Brand loyalty, customer advocacy, revenue
Someone who uses manipulative measures to avoid paying for a product or service or to receive a discount is a:
dishonest customer
Which stage of the sales pipeline is where a company identifies potential customers?
Prospecting
The electronic storage of large amounts of company information is:
data warehouse
When a company provides a prepaid shipping label to easily return an item without speaking directly to the customer, that is an example of:
automated attention
A type of customer communication that claims there were deficiencies in the company’s product or service is a/an:
complaint
If a complaining customer is not satisfied and chooses to take their business to a competitor, the best thing a business can do to prevent similar issues in the future is to:
conduct an exit interview
Which stage of the sales pipeline is where a company determines if a customer has potential or need to purchase?
qualification
The process of finding patterns and anomalies (irregularities) in data to predict outcomes is:
data mining
When a business offers the opportunity to speak directly with a customer service representative, that is an example of:
personal attention
Common customer complaints can be limited or avoided with thorough customer and product __________ and by having a well-trained and well-informed staff.
research
Which step completes the list? After collecting customer complaint information, the next steps are to:
• Discuss options for fixing the problem
• Offer and agree on the proper fix
• Act quickly to implement the fix
• ______________________
Follow up with the customer to ensure satisfaction
During which stage of the sales pipeline does the bulk of selling occur and product demos and/or free trials are offered?
nurturing
Potential customers are also referred to as:
leads
Customer service should be a __________ from the top of the organization and throughout.
mindset
Someone who often experiences a challenge or general dissatisfaction with a product or service is a:
complaining customer
CRM systems can help streamline the process of:
managing sales, managing marketing, managing customer needs
Which stage of the sales pipeline is when a company converts the potential customer into an official sale?
closure
A CRM can help with team evaluation with______________?
agent performance tracking
A customer relationship management (CRM) system can help:
keep track of info, send out mass messages, ensure customer satisfaction
Someone who feels they know more or are generally better than the average person is a:
domineering customer
Complete the sentence. The ____________ from a CRM can help a company see where patterns and problems may occur in a customer lifecycle and address those concerns quickly and proactively.
analytics