Exam 2: Customer Value and Relationship Management

Company's 'customer relationship capital' is another name of

Perceived monetary value of all benefits which customers expect from a given product because of brand image is called

Technique which tries to identify real cost of serving an individual customer is called

Programs designed for customers which is limited to any affinity group are classified as

Process of building, organizing and using databases of customers to build customer relationship is classified as

Percentage or number of customers who move from one level to next level in buying decision process is called

Any occasion on which brand or product is encountered by end customers is called

Company's monetary, time and energy cost, all are included in

A person or company that yields a revenue more than incurred costs of selling and serving is called

First step in analysis of customer value is to

System includes all experiences while using market offering is classified as

'total customer benefits' includes

Number of customers or potential customers who will help in company's growth is classified as

Customers lifetime purchases that generate net present value of future profit streams is called

Customized products and services for customers and interaction to individual customers are part of

Difference between customers evaluation including all costs incurred and benefits is called