Deck 2: Customer Value and Relationship Management

Question 1

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

A)conversion rates
B)marketing rates
C)shopping rates
D)loyalty rates

Answer 1

conversion rates

Question 2

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

A)retailers management
B)customer relationship management
C)company relationship management
D)supplier management

Answer 2

customer relationship management

Question 3

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

A)satisfied customers
B)dissatisfied customers
C)customer retention
D)customer conversion

Answer 3

satisfied customers

Question 4

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

A)total customer cost
B)psychological cost
C)personal benefits
D)image benefits

Question 5

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

A)dissatisfaction
B)superior value
C)profitable customers
D)satisfied customers

Question 6

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

A)customer lifetime value
B)customer purchases value
C)customer cost incurred
D)customer relationships

Question 7

'total customer benefits' includes

A)product benefits
B)services benefit
C)image benefit
D)all of above

Question 8

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

Question 9

First step in analysis of customer value is to

A)identify customers value attributes
B)assessing attributes importance
C)assessing company\s performance
D)assessing competitors performance

Question 10

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

A)customer perceived value
B)company market value
C)customer affordability
D)customer reliability

Question 11

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

A)database marketing
B)customer database
C)detailed database
D)company database

Question 12

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

A)total customer benefit
B)total customer cost
C)total economic cost
D)total functional cost

Question 13

System includes all experiences while using market offering is classified as

A)customer proposition
B)value delivery system
C)product proposition
D)distinctive proposition

Question 14

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

A)customer base
B)retailer base
C)distributors base
D)marketers base

Question 15

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

A)customer touch point
B)company touch point
C)retailers touch point
D)relationship touch point

Question 16

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

A)activity based accounting
B)cost based accounting
C)price based accounting
D)turnover based accounting