Learning questions ch 5

TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Maria Nicole Pauline Cruz Sept. 2, 2010

1. ________ is a person's feelings of pleasure or disappointment that result from comparing performance to expectations ,[object Object],[object Object],[object Object],[object Object],[object Object]

Total Customer Satisfaction Perceived performance satisfaction

Total Customer Satisfaction ,[object Object],[object Object]

2. Customer churn refers to ____ ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Churn ,[object Object],[object Object],[object Object]

3. Modern customer-oriented organization have these except ,[object Object],[object Object],[object Object],[object Object],[object Object]

Modern Customer-Oriented Organization Customer Customer

Modern Customer-Oriented Organization ,[object Object]

3. Modern customer-customer oriented organization have these except ,[object Object],[object Object],[object Object],[object Object],[object Object]

4. All of these measure customer satisfaction except ,[object Object],[object Object],[object Object],[object Object],[object Object]

Measuring Satisfaction ,[object Object],[object Object]

5. Which of the following is true? ,[object Object],[object Object],[object Object],[object Object],[object Object]

Profitable Customer Cost of Attracting Cost of Selling Cost of servicing Customer Lifetime

Profitable Customer ,[object Object],[object Object]

6. Which of the following is false? ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Retention/Defection ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

7. Forms with questions that measure satisfaction is an example of ,[object Object],[object Object],[object Object],[object Object],[object Object]

Surveys ,[object Object],[object Object]

8. A bank charging a customer a penalty for a late payment while failing to note that the customer was a major depositor could use a database to _____. ,[object Object],[object Object],[object Object],[object Object],[object Object]

Using a database DATABASE Prospects Reactive customers Deepen loyalty Avoid mistakes Target offers

Using a database ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

9. Data collected by a company's contact center are organized into a _____. ,[object Object],[object Object],[object Object],[object Object],[object Object]

Data warehouse DATAWAREHOUSE Capture Query Analyze inferences Total Customer Relationship

Data warehouse ,[object Object],[object Object]

10. A database to generate sales lead aims to ,[object Object],[object Object],[object Object],[object Object],[object Object]

Using the Database DATABASE Prospects Reactive customers Deepen loyalty Avoid mistakes Target offers

Using the Database ,[object Object],[object Object]

Learning questions ch 5

Recommended

Recommended

More Related Content

What's hot

What's hot (18)

Viewers also liked

Viewers also liked (15)

Similar to Learning questions ch 5

Similar to Learning questions ch 5 (20)

Recently uploaded

Recently uploaded (20)

Learning questions ch 5