ICRM PART 1 CERTIFICATION SCRIPT
2026 QUESTIONS WITH SOLUTIONS
GRADED A+
◍ Business Continuity Plan.
Answer: Set of documents, instructions, and procedures that enable a
business to respond to accidents, disasters, emergencies, and/or threats
without any stoppage or hindrance in its key operations (Emergency
Recovery)
◍ Records Inventory Purpose.
Answer: to gather information to create a detailed listing that could include
the types, locations, dates, volume, equipment, classification systems, and
usage date of an organization's records
◍ Departmental Appraisal.
Answer: Performance appraisals used to provide feedback on progress
towards expectations and to identify areas for improvement
◍ What does CRM stand for?.
Answer: Customer Relationship Management
◍ Records Appraisal.
Answer: Process of evaluating records to determine their retention based on
administrative, legal, and fiscal requirements and historical value
◍ Records Retention Values.
Answer: Administrative, Fiscal, Legal, Historical
◍ Primary Value of Records.
Answer: Type of Value - Administrative, Fiscal, Legal, and Operational
◍ What is the primary focus of CRM?.
, Answer: The customer, particularly existing profitable customers.
◍ What percentage of CRM systems fail?.
Answer: Around 50%
◍ Secondary Value of Records.
Answer: Useful or significant based on purposes other than that for which
records were originally created
◍ Record Series.
Answer: A group of related records filed and used together as a unit and
evaluated as a unit for retention purposes
◍ Records Retention Schedule.
Answer: A comprehensive list of records series titles, indicating for each the
length of time it is to be maintained
◍ What is a key reason for the failure of CRM systems?.
Answer: Many companies focus on transactions rather than relationships.
◍ Big Buckets.
Answer: A Method used to simplify records retention schedules by
consolidating records types related to the same business function or process
with similar retention requirements into bigger retention
◍ What are the four steps in the IDIC model of CRM?.
Answer: Identify, Differentiate, Interact, Customize.
◍ Program Unit.
Answer: A division, department section, or other administration unit of a
company, government agency, educational institution, or organization
◍ Series Title.
Answer: Name by which a records series is known to the program unit
where the records are kept
◍ What is the purpose of de-marketing in CRM?.
Answer: To create value by directing resources away from unprofitable
customers.
,◍ What is the difference between customization and personalization in CRM?.
Answer: Customization is altering offerings for a group, while
personalization is tailoring for individual customers.
◍ Appraisal Information.
Answer: Methods to capture ____ ____ -Inventory, Interview, Questionnaire
◍ How does CRM change an organization's focus?.
Answer: From a transactional focus to a relational focus.
◍ What is a 'good relationship' in the context of CRM?.
Answer: A mutually beneficial long-term relationship between customers
and the organization.
◍ What is the role of business intelligence in CRM?.
Answer: To analyze customer data for actionable insights.
◍ Digital Preservation.
Answer: A digital object is preserved when information consumers can
access, examine, reuse, and interpret digital information and verify it is as
authentic over any period of time including long term. The goals of
______________ are to keep any designated digital object accessible,
secure, reliable, and authentic over time.
◍ What are the technology components of a CRM ecosystem?.
Answer: Integrated front office, business intelligence, workflow and
business rules, physical links to back-office systems, and performance
metrics.
◍ Digital records retention requires.
Answer: resources for hardware and software to adequately implement
records retention and ensure that the organization is in legal compliance
◍ A team approach.
Answer: is a must for successful implementation of a records retention
program
◍ Disposition.
, Answer: Range of processes associated with implementing records retention,
destruction, or transfer decisions that are documented in disposition
authorities or other instruments.
◍ Functional Appraisal.
Answer: Focuses on appraising departmental function rather than appraising
individual records or document types
◍ What is multichannel marketing in CRM?.
Answer: Using various channels for customers to interact and transact with
an organization.
◍ Why are multichannel users more profitable?.
Answer: They engage with the organization through multiple channels,
leading to increased sales.
◍ What is the significance of customer data in CRM?.
Answer: It helps in understanding customer needs and building long-term
relationships.
◍ What is the CRM approach to customer acquisition?.
Answer: To form a knowledge base that enables attracting new customers
through insights on current ones.
◍ Departmental Appraisal.
Answer: Appraisal method focused on each record series type.
◍ What does CRM prioritize in terms of customer relationships?.
Answer: Current customers, focusing on retention and relationship building.
◍ National Association for Information Destruction (NAID).
Answer: Resource used in searching for a shred vendor
◍ Certificate of Destruction.
Answer: A document that shows what data and records were destroyed, who
destroyed those data and records, and the method used for that destruction.
Provide evidence that the vendor destroyed the information
◍ Records Life Cycle.
2026 QUESTIONS WITH SOLUTIONS
GRADED A+
◍ Business Continuity Plan.
Answer: Set of documents, instructions, and procedures that enable a
business to respond to accidents, disasters, emergencies, and/or threats
without any stoppage or hindrance in its key operations (Emergency
Recovery)
◍ Records Inventory Purpose.
Answer: to gather information to create a detailed listing that could include
the types, locations, dates, volume, equipment, classification systems, and
usage date of an organization's records
◍ Departmental Appraisal.
Answer: Performance appraisals used to provide feedback on progress
towards expectations and to identify areas for improvement
◍ What does CRM stand for?.
Answer: Customer Relationship Management
◍ Records Appraisal.
Answer: Process of evaluating records to determine their retention based on
administrative, legal, and fiscal requirements and historical value
◍ Records Retention Values.
Answer: Administrative, Fiscal, Legal, Historical
◍ Primary Value of Records.
Answer: Type of Value - Administrative, Fiscal, Legal, and Operational
◍ What is the primary focus of CRM?.
, Answer: The customer, particularly existing profitable customers.
◍ What percentage of CRM systems fail?.
Answer: Around 50%
◍ Secondary Value of Records.
Answer: Useful or significant based on purposes other than that for which
records were originally created
◍ Record Series.
Answer: A group of related records filed and used together as a unit and
evaluated as a unit for retention purposes
◍ Records Retention Schedule.
Answer: A comprehensive list of records series titles, indicating for each the
length of time it is to be maintained
◍ What is a key reason for the failure of CRM systems?.
Answer: Many companies focus on transactions rather than relationships.
◍ Big Buckets.
Answer: A Method used to simplify records retention schedules by
consolidating records types related to the same business function or process
with similar retention requirements into bigger retention
◍ What are the four steps in the IDIC model of CRM?.
Answer: Identify, Differentiate, Interact, Customize.
◍ Program Unit.
Answer: A division, department section, or other administration unit of a
company, government agency, educational institution, or organization
◍ Series Title.
Answer: Name by which a records series is known to the program unit
where the records are kept
◍ What is the purpose of de-marketing in CRM?.
Answer: To create value by directing resources away from unprofitable
customers.
,◍ What is the difference between customization and personalization in CRM?.
Answer: Customization is altering offerings for a group, while
personalization is tailoring for individual customers.
◍ Appraisal Information.
Answer: Methods to capture ____ ____ -Inventory, Interview, Questionnaire
◍ How does CRM change an organization's focus?.
Answer: From a transactional focus to a relational focus.
◍ What is a 'good relationship' in the context of CRM?.
Answer: A mutually beneficial long-term relationship between customers
and the organization.
◍ What is the role of business intelligence in CRM?.
Answer: To analyze customer data for actionable insights.
◍ Digital Preservation.
Answer: A digital object is preserved when information consumers can
access, examine, reuse, and interpret digital information and verify it is as
authentic over any period of time including long term. The goals of
______________ are to keep any designated digital object accessible,
secure, reliable, and authentic over time.
◍ What are the technology components of a CRM ecosystem?.
Answer: Integrated front office, business intelligence, workflow and
business rules, physical links to back-office systems, and performance
metrics.
◍ Digital records retention requires.
Answer: resources for hardware and software to adequately implement
records retention and ensure that the organization is in legal compliance
◍ A team approach.
Answer: is a must for successful implementation of a records retention
program
◍ Disposition.
, Answer: Range of processes associated with implementing records retention,
destruction, or transfer decisions that are documented in disposition
authorities or other instruments.
◍ Functional Appraisal.
Answer: Focuses on appraising departmental function rather than appraising
individual records or document types
◍ What is multichannel marketing in CRM?.
Answer: Using various channels for customers to interact and transact with
an organization.
◍ Why are multichannel users more profitable?.
Answer: They engage with the organization through multiple channels,
leading to increased sales.
◍ What is the significance of customer data in CRM?.
Answer: It helps in understanding customer needs and building long-term
relationships.
◍ What is the CRM approach to customer acquisition?.
Answer: To form a knowledge base that enables attracting new customers
through insights on current ones.
◍ Departmental Appraisal.
Answer: Appraisal method focused on each record series type.
◍ What does CRM prioritize in terms of customer relationships?.
Answer: Current customers, focusing on retention and relationship building.
◍ National Association for Information Destruction (NAID).
Answer: Resource used in searching for a shred vendor
◍ Certificate of Destruction.
Answer: A document that shows what data and records were destroyed, who
destroyed those data and records, and the method used for that destruction.
Provide evidence that the vendor destroyed the information
◍ Records Life Cycle.
