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Learning questions ch 5

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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]
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]
2. Customer churn refers to ____ ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Churn
Customer Churn ,[object Object],[object Object],[object Object]
2. Customer churn refers to ____ ,[object Object],[object Object],[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
Measuring Satisfaction ,[object Object],[object Object]
4. All of these measure customer satisfaction except ,[object Object],[object Object],[object Object],[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]
5. Which of the following is true? ,[object Object],[object Object],[object Object],[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]
6. Which of the following is false? ,[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]
Measures of Satisfaction
Surveys ,[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]
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]
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]
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]
9. Data collected by a company's contact center are organized into a _____. ,[object Object],[object Object],[object Object],[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]
10. A database to generate sales lead aims to ,[object Object],[object Object],[object Object],[object Object],[object Object]
TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Maria Nicole Pauline Cruz Sept. 2, 2010

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