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WorksheetsManaging the customer journey_1
Total questions: 25
Worksheet time: 13mins
What is the primary goal of the "customer acquisition" stage in the customer journey?
To retain existing customers and increase their lifetime value.
To turn loyal customers into brand advocates.
To convert prospects into first-time paying customers.
To collect customer feedback for product improvement.
What is the primary purpose of mapping the customer journey?
To reduce marketing costs
To replace CRM systems
To automate sales processes
To identify touchpoints where customers interact with the brand
Which stage of the customer journey focuses on converting prospects into buyers?
Awareness
Acquisition
Retention
Advocacy
Which tool helps visualize the customer journey?
Google Analytics
Salesforce CRM
Excel Spreadsheet
Customer Journey Map
What is the primary goal of customer acquisition?
Increase brand awareness
Build long-term customer relationships
Reduce marketing expenses
Improve product quality
How is a "new customer" typically defined?
A customer who has made multiple purchases over the past year
A customer who purchased once five years ago but hasn't returned
Someone who refers a friend
A customer who has interacted with your social media but never purchased.
Why is acquiring new customers often costlier than retaining existing ones?
New customers demand discounts
Marketing and sales efforts are resource-intensive
Existing customers never leave
Retention requires no effort
Which metric helps measure the value of a new customer?
CAC
Net Promoter Score (NPS)
LTV
Churn Rate
What is portfolio purchasing?
Purchasing multiple products/services from the same brand
Buying stocks in a company
Selling outdated inventory
Reducing product variety
Which strategy encourages portfolio purchasing?
Cross-selling
Price hikes
Limited-time offers
Reducing customer support
How does portfolio purchasing benefit a business?
Reduces marketing costs
Simplifies inventory management
Lowers product quality
Increases customer lifetime value (LTV)
What is prospecting in customer acquisition?
Retaining loyal customers
Resolving complaints
Identifying potential customers
Analyzing competitors
What is a "lead" in prospecting?
A loyal customer
A product defect
A potential customer showing interest
A marketing budget
What is the goal of "making the right offer"?
To maximize immediate profit
To reduce unsold product inventory
To align with customer needs and preferences
To confuse competitors
Which offer is most effective for first-time buyers?
10% loyalty discount
Free trial
Referral bonus
Limited-edition product
How does personalization improve offers?
Reduces marketing costs
Simplifies manufacturing
Increases relevance to the customer
Eliminates customer support
Which KPI measures the percentage of prospects who become customers?
CAC
LTV
Conversion Rate
Churn Rate
What is the primary function of Salesforce CRM?
Creating social media content
Designing product packaging
Managing leads and customer interactions
Analyzing competitor pricing
How do CRM tools improve customer acquisition?
By reducing product costs
By automating follow-ups and tracking leads
By replacing sales teams
By increasing manufacturing speed
Why is customer acquisition critical for business growth?
It replaces retention efforts
It reduces product obselete
It eliminates competition
It ensures a steady inflow of new customers
What should businesses optimize to improve CAC?
Employee salaries
Marketing channels and targeting
Office location
Product size
Which of the following is NOT a common prospecting method?
Inbound marketing (SEO, content creation)
Networking events
Social media engagement
Randomly calling people from a phone book
Which of the following is a function typically performed by operational CRM tools in customer acquisition?
Analyzing customer data to predict future behavior
Providing customer support
Automating marketing processes and managing leads
Managing financial transactions
A B2B SaaS company is targeting marketing managers at small businesses. Which prospecting method would likely be most effective?
Running a Super Bowl commercial
Attending industry conferences and networking events
Sending out mass email blasts
Posting on personal social media accounts
Which of the following KPIs would be most relevant for evaluating the ROI of a specific customer acquisition campaign?
Customer satisfaction score (CSAT)
Customer churn rate
Customer Acquisition Cost (CAC) and Customer Lifetime Value (LTV)
Website traffic
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