CRM Practice Exam

Customer Relationship Management (CRM) refers to the practice of managing relationship with customers. The practice involves developing and managing a system which is used to manage customers and their  interactions across all the phases of customer lifecycle. CRM helps to improve customer retention, sales growth, and relationships by centralizing all of the customer data, and communication. CRM usually is an software system which automates all customer interaction related processes.

A certification in CRM certifies your skills and knowledge to implement and use CRM tools. This certification assess you in Salesforce, Microsoft Dynamics, HubSpot, or Zoho as well as configuring CRM systems, optimizing workflows, and using insights.
Why is CRM certification important?

• Shows your understanding of user-centered design principles.
• Recognized by employers seeking skilled designers.
• Proves your proficiency in design tools and software.
• Ensures your ability to create intuitive and user-friendly designs.
• Opens doors to you for roles in UX/UI, product, and graphic design.
• Demonstrates your capability to work effectively with cross-functional teams.
• Validates your skills in innovative problem-solving and storytelling.
• Offers your credibility in competitive job markets worldwide.
  

Who should take the CRM Exam?

• CRM Specialist
• Sales Manager
• Marketing Manager
• Customer Success Manager
• Business Analyst
• CRM Consultant
• Account Manager
• Technical Support Specialist
• Product Manager
• Digital Marketing Specialist

Skills Evaluated

Candidates taking the certification exam on the CRM is evaluated for the following skills:

• CRM Software Proficiency
• Customer Data Management
• Workflow Automation
• Sales and Marketing Integration
• Customer Service Management
• Reporting and Analytics
• Customization and Configuration
• Lead Management
  

CRM Certification Course Outline
The course outline for CRM certification is as below -

• Overview of CRM and its importance
• History and evolution of CRM systems

• Features of leading CRM platforms (e.g., Salesforce, HubSpot)
• Comparison of CRM tools

• Collecting and organizing customer data
• Maintaining data privacy and compliance

• Managing sales pipelines
• Tracking and closing opportunities

• Campaign management and tracking
• Email marketing integration

• Customer support tickets
• Customer satisfaction

• Automating repetitive tasks
• Configuring workflows and triggers

• Dashboards and reports
• Customer behavior and trends

• Adapting CRM to business requirements
• Integrating third-party tools