Multiple Choice
An acquisition/defection matrix indicates
A) Which type of customer is entering and leaving
B) Which VAN members are short vs. long term
C) Who a company is losing their customers to and gaining them from
D) The relationship between satisfaction scores and retention
E) None of the above
Correct Answer:
Verified
Correct Answer:
Verified
Q2: What is the importance of SCLV?
Q3: Customers assess service quality on 5 dimensions.
Q4: List some useful measures of cross-selling and
Q5: List some useful measures of customer acquisition
Q6: Why should firms calculate CLV and customer
Q8: Construct an acquisition/defection matrix and explain it.
Q9: Define "size of wallet" and "share of
Q10: List some useful measures of customer retention
Q11: How can the SERVQUAL instrument be used
Q12: When companies want to determine how effective