WorksheetsCRMEAE
Total questions: 15
Worksheet time: 15mins
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
CDP
Is a software used to improve Customer Experience
Is a software used to improve Customer Success
Is a Hardware user to improve Customer Success
Is a software used to improve Sales
In which way our Loyalty program could change part of our business strategies?
Could modify our pricing strategy
Could modify our assortment strategy
Could modify our fulfillment strategy
All of the above
Which KPI is the most important for a Loyalty Program ?
CLTV
CRV
CAC
Revenue
If you have to choose a CRM software, what integrations will be the most important ? ( Imagine you are an ecommerce )
ERP + Communicatoin Channels
CMS + OMS
PIM + OMS
ERP + OMS
Having a CRM On-Premises has some benefits like:
High Level of Security
Less maintance
Less cost for implementation
More mobility
