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Q 1/15
Score 0
It is the process of carefully managing detailed information about individual customers and all customer “touch points” to maximize loyalty.
45
Customer Lifetime Value
Customer Perceived Value
Total Quality Management
Customer relationship management
Q 2/15
Score 0
Refers to any occasions and events on which a customer encounters the brand and product.
45
touch point
customer feedbacking
quality management
customer retention
15 questions
Q.
It is the process of carefully managing detailed information about individual customers and all customer “touch points” to maximize loyalty.
1
45 sec
Q.
Refers to any occasions and events on which a customer encounters the brand and product.
2
45 sec
Q.
It refers to any interaction including encounters that might change the way that your customer feels about your product, brand, business or service.
3
45 sec
Q.
Mr. Mart is searching for a good brand of mobile phone when he suddenly discover an online review about one of the latest phone product. He was convinced of the features and benefits that the phone can provide through the online review. The online review therefore is called:
4
60 sec
Q.
Why Do We Need to Understand touch points?
5
120 sec
Q.
Don Peppers and Martha Rogers outline a three-step framework for one-to-one marketing that can be adapted to CRM marketing.
6
30 sec
Q.
Under the one-to-one marketing framework a marketing manager must differentiate customers in terms of:
7
60 sec
Q.
As per result of the data gathered by Motocar Magazine, 200,000 subscribers have renewed their subscription to another year. Which of the following statement is correct?
8
120 sec
Q.
It identifies the percentage of the potential target market at each stage in the decision process, from merely aware to highly loyal.
9
60 sec
Q.
Which of the statement is incorrect?
10
120 sec
Q.
It contains business customers’ past purchases; past volumes, prices, and profits; buyer team member names (and ages, birthdays, hobbies, and favorite foods); status of current contracts; an estimate of the supplier’s share of the customer’s business
11
60 sec
Q.
Companies can use their databases in all of the following EXCEPT:
12
45 sec
Q.
For a company to start forming strong customer bonds they must do all of the following EXCEPT:
13
120 sec
Q.
Mr. Zee states: "I use this brand most often even though I do use other brands." This statement describes his level of loyalty under market funnel as:
