Customer Relationship Management Quiz

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Questions and Answers

Match the following advertising terms with their definitions:

Frequency = How many times an individual encounters an ad GIF = An animated image First click attribution = Assigns all the credit to the first touchpoint that eventually leads to a conversion Goal-based automated bidding = A bidding strategy where a marketer sets an ROAS or cost per action target to maximize the advertising goal at a certain efficiency

Match the following terms with their descriptions:

Flight = (refer to duration) Follower = Someone who opts in to receive updates from a business or brand on a social media platform Footer = A navigation section at the bottom of a website Forecasting = The process of predicting the future demand for products

Match the following recruitment terms with their meanings:

Follow-up interview = A more in-depth meeting that often includes members of the team that the applicant will be working with Fulfillment service = A third-party company that prepares and ships orders from their fulfillment centers Generalist = Someone who is knowledgeable about many topics and has various interests Geographic segmentation = The grouping of customers with regards to their physical location

Match the following terms with their definitions:

<p>Operational report = A report that provides real-time updates and information on metrics like audience growth rates, impressions, click-through rates, and more Open rate = The percentage of users or customers who open an email Paid social media = Displaying paid advertisements or sponsored marketing messages on social media platforms to target a specific audience Organic search = Unpaid results a search engine produces when a search is performed</p> Signup and view all the answers

Match the following e-commerce terms with their descriptions:

<p>Order fulfillment = All the steps that take place between receiving an order and delivering the order to the customer Owned media = All the digital content a brand fully controls On-season = The period where customers are much more likely to buy products due to related weather variables or special events Optimization score = An estimate of how well a Google Ads account is set to perform</p> Signup and view all the answers

Match the following social media terms with their meanings:

<p>Organic social media = Any social media activity that does not require a paid promotion Paid media = Any form of digital promotion a brand pays to put online Open captions = Subtitles that are embedded directly in video and can’t be hidden or turned off by users g = A form of marketing which uses the internet to deliver promotional marketing messages to consumers</p> Signup and view all the answers

Match the following terms with their definitions:

<p>Customer relationship management (CRM) system = A tool to track, analyze, and display KPIs, metrics, and insights dynamically Dashboard = Software that helps a business manage and monitor its interactions with existing and potential customers Customer satisfaction (CSAT) survey = The percentage of customers that a company retains over a certain period of time Customer retention rate = A tool that measures how products and services supplied by a company meet or surpass customer expectations</p> Signup and view all the answers

Match the following terms with their definitions:

<p>Data analysis = Monitoring and evaluating data to gain actionable insights Data analytics = Examining data to draw conclusions, make predictions, and drive informed decision-making Data bias = The study and evaluation of moral challenges related to data collection and analysis Data ethics = Human error that skews data collection or interpretation of data in a certain direction</p> Signup and view all the answers

Match the following terms with their definitions:

<p>Customer service = The advice and support a company provides to its customers before, during, and after a purchase Data = A collection of facts or information Dashboard = The rights of individuals under the law to control how their personal information is collected, processed, shared, archived, and deleted Data privacy = A tool to track, analyze, and display KPIs, metrics, and insights dynamically</p> Signup and view all the answers

Match the following terms with their definitions:

<p>Data anonymization = Techniques to mask or remove personal information from data to protect the identities of people Data bias = The study and evaluation of moral challenges related to data collection and analysis Data analytics = Monitoring and evaluating data to gain actionable insights Data analysis = Human error that skews data collection or interpretation of data in a certain direction</p> Signup and view all the answers

Match the following terms with their definitions:

<p>Customer satisfaction (CSAT) survey = The percentage of customers that a company retains over a certain period of time Customer retention rate = A tool that measures how products and services supplied by a company meet or surpass customer expectations Data-driven attribution = Measures customer engagement with marketing content across channels to understand what is motivating them to take action Customer relationship management (CRM) system = Software that helps a business manage and monitor its interactions with existing and potential customers</p> Signup and view all the answers

Match the following terms with their definitions:

<p>Data analysis = Monitoring and evaluating data to gain actionable insights Data analytics = Examining data to draw conclusions, make predictions, and drive informed decision-making Data privacy = The rights of individuals under the law to control how their personal information is collected, processed, shared, archived, and deleted Data-driven attribution = Measures customer engagement with marketing content across channels to understand what is motivating them to take action</p> Signup and view all the answers

Match the following marketing terms with their definitions:

<p>Unique selling proposition (USP) = The percentage of email recipients who unsubscribe from a send list after opening an email Unsubscribe rate = An explanation of why a product or service is better than the competition User-generated content (UGC) = Any content created by people, rather than brands Variants = Different versions of the same content served to users during an A/B test</p> Signup and view all the answers

Match the following marketing terms with their definitions:

<p>Traditional advertising = The number of visits that a website receives Traffic = Non-digital ad placements, like newspapers, radio, TV, or billboards Transport Layer Security (TLS) certificate = A security certificate used for secure online interactions Transferable skills = Skills from other areas that can help someone progress in a career in marketing</p> Signup and view all the answers

Match the following marketing terms with their definitions:

<p>Tweet = Any message posted to Twitter; May contain elements like text, photos, videos, links, and audio URL = The address of a webpage or file on the internet Usability survey = A survey that assesses the customer’s satisfaction with a company’s website UTM = A text tag added to a URL to help monitor that content</p> Signup and view all the answers

Match the following marketing terms with their definitions:

<p>User experience = How a person—the user—feels about interacting with or experiencing a product Upselling = A sales technique used to encourage customers to spend more by upgrading to a more expensive product Variables = Refers to the segments, dimensions, and metrics configured in a Google Analytics account Vertical = A type of marketing that focuses on a specific industry or niche</p> Signup and view all the answers

Match the following marketing terms with their definitions:

<p>Tomer = The interactions a customer has with a brand during their purchase journey Transferable skills = Skills from other areas that can help someone progress in a career in marketing Transport Layer Security (TLS) certificate = A security certificate used for secure online interactions Tweet = Any message posted to Twitter; May contain elements like text, photos, videos, links, and audio</p> Signup and view all the answers

Match the following marketing terms with their definitions:

<p>Unique selling proposition (USP) = An explanation of why a product or service is better than the competition Upselling = A sales technique used to encourage customers to spend more by upgrading to a more expensive product UTM = A text tag added to a URL to help monitor that content User-generated content (UGC) = Any content created by people, rather than brands</p> Signup and view all the answers

Match the following marketing terms with their definitions:

<p>Personalization = The practice of delivering a customized experience for each customer Performance marketing = The process of using concrete information about customer behaviors to plan and refine marketing and sales strategies Phrase match = A keyword match type in Google Ads that shows ads when someone searches for a term that includes the meaning of a keyword Personally identifiable information (PII) = Information that could be used to directly identify, contact, or locate an individual</p> Signup and view all the answers

Identify the correct pairing of these business tools and purposes:

<p>Payment service provider = A secure way to process transactions online Performance Planner = A Google tool that allows an advertiser to forecast the impact of different spending scenarios and events during upcoming seasons PPC advertising = A type of advertising that allows the advertiser to pay only when someone clicks on an ad link Pie chart = A chart that shows data with partial and whole results</p> Signup and view all the answers

Match the following data and chart types:

<p>Performance reporting = Referring to data reporting focused on performance results Phrase match = Not a chart type; it's a term used in Google Ads keyword targeting Pie chart = A visual representation of data that displays partial and whole results Pestle analysis = Not a chart type; it's a framework used to analyze factors that may impact a business or strategy</p> Signup and view all the answers

Match the following marketing terms with their definitions:

<p>Personalized advertising = A type of advertising that relies on user interest or behavior data to determine the right audience for ads PESTLE analysis = An audit that identifies political, economic, social, technological, legal, and environmental factors that may affect a marketing strategy Performance goal = A target that has a measurable, numeric value Personalization tag = A code that allows the writer to insert unique user data from their mailing list into emails</p> Signup and view all the answers

Identify the correct pairing of the following terms and definitions in the context of marketing:

<p>Phrase match = Shows ads when someone searches for a term that includes the meaning of a keyword in Google Ads Pie chart = A data visualization tool that displays partial and whole results Pay-per-click (PPC) advertising = A type of online advertising where the advertiser pays only when someone clicks on their ad Performance Planner = A Google tool for forecasting the impact of different spending scenarios and events on advertising performance</p> Signup and view all the answers

Match the following marketing strategy components with their definitions:

<p>Performance goal = A measurable and numeric value used to track progress in achieving marketing objectives Personalization tag = A code used in emails to insert individualized user data from a mailing list Personalized advertising = Advertising tailored to individual interests or behaviors based on user data Personally identifiable information (PII) = Any information that can directly identify, locate, or contact an individual</p> Signup and view all the answers

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Study Notes

Digital Marketing Terms

  • Payment service provider: A secure way to process transactions online
  • Pay-per-click (PPC) advertising: A type of advertising that allows the advertiser to pay only when someone clicks on an ad link
  • Performance goal: A target that has a measurable, numeric value
  • Performance marketing: The process of using concrete information about customer behaviors to plan and refine marketing and sales strategies
  • Performance Planner: A Google tool that allows an advertiser to forecast the impact of different spending scenarios and events during upcoming seasons
  • Personalization: The practice of delivering a customized experience for each customer
  • Phrase match: A keyword match type in Google Ads that shows ads when someone searches for a term that includes the meaning of a keyword
  • Pie chart: A chart that shows data with partial and whole results

Customer Relationship Management

  • Customer relationship management (CRM) system: Software that helps a business manage and monitor its interactions with existing and potential customers
  • Customer retention rate: The percentage of customers that a company retains over a certain period of time
  • Customer satisfaction (CSAT) survey: A tool that measures how products and services supplied by a company meet or surpass customer expectations
  • Customer service: The advice and support a company provides to its customers before, during, and after a purchase

Data Analysis

  • Data: A collection of facts or information
  • Data analysis: Examining data to draw conclusions, make predictions, and drive informed decision-making
  • Data analytics: Monitoring and evaluating data to gain actionable insights
  • Data privacy: Rights of individuals under the law to control how their personal information is collected, processed, shared, archived, and deleted
  • Data-driven attribution: Measures customer engagement with marketing content across channels to understand what is motivating them to take action

Online Advertising

  • Google Ads: An online advertising platform where advertisers bid to display ads
  • Generalist: Someone who is knowledgeable about many topics and has various interests
  • Geographic segmentation: The grouping of customers with regards to their physical location
  • GIF: An animated image
  • Goal-based automated bidding: A bidding strategy where a marketer sets an ROAS or cost per action target to maximize the advertising goal at a certain efficiency

Social Media and Content

  • Follower: Someone who opts in to receive updates from a business or brand on a social media platform
  • Footer: A navigation section at the bottom of a website
  • Forecasting: The process of predicting the future demand for products
  • Forward rate: The percentage of recipients who click on the “share” button to post to social media or who click the “forward” button to send to others
  • Frequently asked questions (FAQ): A section on a website that provides answers to the questions that customers might have regarding a business, their products or services, policies, processes, and more

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