Question 1

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

Accepted Answer

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

Question 2

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

Accepted Answer

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

Question 3

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

Accepted Answer

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

Question 4

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

Accepted Answer

A) club membership programs 
B) royalty programs 
C) loyalty programs 
D) group membership programs

Question 5

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

Accepted Answer

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

Question 6

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

Accepted Answer

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

Question 7

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

Accepted Answer

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

Question 8

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

Accepted Answer

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

Question 9

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

Accepted Answer

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

Question 10

First step in analysis of customer value is to

Accepted Answer

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

Question 11

System includes all experiences while using market offering is classified as

Accepted Answer

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

Question 12

'total customer benefits' includes

Accepted Answer

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

Question 13

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

Accepted Answer

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

Question 14

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

Accepted Answer

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

Question 15

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

Accepted Answer

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

Question 16

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

Accepted Answer

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

Exam 2: Customer Value and Relationship Management

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