A. conversion rates
B. marketing rates
C. shopping rates
D. loyalty rates
Creating Long-term Loyalty Relationships
The customized products and services for customers and interaction to individual customers are the part of ………?
A. retailer’s management
B. customer relationship management
C. Company relationship management
D. supplier management
A company’s ‘Customer Relationship Capital’ is another name of ……….?
A. satisfied customers
B. dissatisfied customers
C. customer retention
D. customer conversion
A company’s monetary, time and energy cost, all are included in ……….?
A. total customer cost
B. psychological cost
C. personal benefits
D. image benefits
A person or company that yields a revenue more than the incurred costs of selling and serving is called ……….?
A. dissatisfaction
B. superior value
C. profitable customers
D. satisfied customers
The customer’s lifetime purchases that generate the net present value of future profit streams is called ………?
A. customer lifetime value
B. customer purchases value
C. customer cost incurred
D. customer relationships
The ‘total customer benefits’ include ………?
A. product benefits
B. services benefit
C. image benefit
D. all of the above
The programs designed for customers which is limited to any affinity group are classified as ……….?
A. club membership programs
B. royalty programs
C. loyalty programs
D. group membership programs
The first step in analysis of customer value is to ……….?
A. identify customer’s value attributes
B. assessing the attributes importance
C. assessing the company’s performance
D. assessing the competitor’s performance
The difference between the customer’s evaluation including all the costs incurred and the benefits is called ……..?
A. customer perceived value
B. company market value
C. customer affordability
D. customer reliability