CRMEAE

What functions does customer relations include?

• Reactive : CRM

  Proactive: Customer Experience + Customer Success

• Reactive: Customer Succes

  Proactive: CRM

• Reactive: Customer Service

  Proactive: CRM + Customer Succes

• Reactive: CRM + Customer Succes

  Proactive: Customer Service

Which is not a Benefit from positive Customer Relations and Customer Service

• Increase on CustomerRetentionRate

• Increase on CLTV

• Increase on CVR

• Increase on Churn Rate

Customer Experience vs Customer Success

• Is quite the same

• Customer Success is part of Customer Experience

• Customer Experience is part of Customer Success

• CE is focused on Loyalty programs and CS is focus on get new sales

During and after Pandemics, users lost trust & confidence on companies from consumer goods and distribution. Why?

• Companies were not ready for ecommerce sales channel

• Companies were not ready for ecommerce fullfillment

• Companies were not ready large amount of customer inquiries

• All of the above

CAC formula is ?

• Total marketing cost / Total Customers

• Total Advertisement cost / Total Orders

• Total marketing cost / Total Orders

• Total Orders/ Total marketing cost

CPM is worth for which campaing's Type ?

• Performance & Remarketing

• Branding & Remarketing

• Branding & Performance

• Branding & Prospecting

If Customer Retention Rate is about 90%, it means that the Churn Rate will be about....

• Will be - %

• more than 40%

• Between 10%-40%

• Less than 10%

What makes CLTV grow faster and probably, more easily to achieve?

• AOV

• Frequency Rate

• Lifespan

• CRV

Which is not a pillar of the

relationship marketing strategy ?

• CRM software

• Customer Identification

• Communication

• Loyalty

On our Loyalty program what is going to create WOM.

• Rewards focus on transactions

• Rewards based on experiences

• Rewards based on Points

• Rewards based on private sales