Customer Relationship Management (CRM) Practice Test 2025 - Free CRM Exam Questions and Study Guide

When a company spends more on CRM than it earns back in profit, it indicates that there are inefficiencies or issues within the CRM program that need to be addressed. This scenario suggests that the current strategies may not be effectively contributing to customer retention, acquisition, or overall profitability. In this context, correcting problems within the CRM program becomes essential to realign spending with potential returns.

This could involve analyzing which aspects of the CRM strategy are underperforming, assessing the value delivered to customers through the program, and making necessary adjustments in processes, technology, or customer engagement tactics. By focusing on improvement, the company can better utilize its resources and aim for a positive return on investment in the future.

The other choices suggest either maintaining the status quo, completely abandoning the CRM initiative, or increasing investment without a clear strategy for improvement. These options could lead to continued losses or further misallocation of resources without addressing the underlying issues within the CRM approach. Therefore, taking a corrective action is the most prudent choice in this situation.