CRM Basics

If you survey 100 customers, and the result is made up of 70 promoters, 10 passives, and 20 detractors, what would be your NPS Score?

• 110

• 60

• 50

• 80

Lead Qualifying means

• Generating leads through marketing campaigns

• Nurturing Leads

• Process of determining whether a lead fits a company's ideal customer profile ( Based on a well - defined criteria ), has a high chance of becoming a customer

• Converting Leads

Lead source is

• A qualified Lead

• Channel that brought you a lead in the first place

• Converted leads

• Revenue potential of a lead

CAC stands for

• Customer Average Cost

• Customer Acquisition Cost

• Customer Accounting Cost

• Customer Annual Cost

Hyper Personalization deals

with

• Personalize offers based on name and phone

• Non Contextual communication

• Personalize offers, communication, products or service that are relevant, timely and contextual based on customers personal, behavioral and real time data

• Same marketing communication for all customers

RFM stands for

• Revenue Frequency Model

• Recent Financial Metric

• Relevant Frequency Matrix

• Recency Frequency and Monetary

MRR is the function of revenues from customers who are

• New + Existing + Downgrades - Churn + Upgrade

• New + Existing + Downgrades + Churn - Upgrades

• New + Existing + Upgrades + Reactivations - Churn - Downgrades

• New + Reactivations + Upgrades + Downgrade - Churn

Cross Selling in CRM deals with

• Selling lower priced products

• Selling higher priced products

• Selling additional/complementary products or services to customers

• Referral Sales

Customer Centricity refers to

• Fostering positive customer experience across customers interactions with a business

• Stages in the customer life cycle

• Channels customer interact with

• Employee engagement

FCR in CRM refers to

• First Call Resolution

• Final Call Resolution

• Fast Call Reaction

• Final Call Reaction