29 Jun Businesses that are committed to delivering customer
Question
5 minutes
Businesses that are committed to delivering customer value are focused on:
Select one:
a. Technology, product features, communication, immediate revenue
b. Processes, communication, technology, and the people they employ
c. Identifying the 20 per cent of customers who account for the majority of customer sales
d. Product features, customer retention, short time scales, and quality processes
Longevity of the customer relationship has been said to include the following EXCEPT:
Select one:
a. Referral income
b. Revenue growth over time
c. Cost savings over time
d. Expansion of the firm into new markets
Customer inertia means they:
Select one:
a. Are likely to be dissatisfied
b. Can’t be bothered seeking alternative products or services
c. They feel physically sick when they realise they have made a bad buying decision
d. Are likely to change their purchasing habits
In examining the link between customer satisfaction and loyalty, Gummesson discovered that the most loyal customers are not always the most satisfied or the most profitable. He described this phenomenon as the:
Select one:
a. Service paradox
b. Inertia paradox
c. Fractious paradox
d. Irrationality paradox
Lifestyle analysis is useful in customer relationship marketing because it:
Select one:
a. Will identify the lifestyle aspirations of consumers
b. Focuses on transactions between buyer and seller
c. Can cultivate purchases from clients as their needs change over their lifespan
d. A seller will understand how to develop a hard-sell campaign
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