Creating Customer Value, Satisfaction & Loyalty - MCQs with answers - Part 3

Creating Customer Value, Satisfaction & Loyalty - MCQs with answers - Part 3

Customer Relationship Management

1. ____________is the national quality award that recognizes U.S. organizations in the healthcare, business, nonprofit and education sectors for performance excellence.

a) The Malcolm Baldrige National Quality Award
b) The Deming Prize
c) The European Quality Award
d) None of the above

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2. One of the functions of marketers is to assess that customers obtain appropriate instructions, training sessions and technical help in the use of the product.

a) Yes
b) No
c) Can’t say
d) None of the above

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3. As per Customer Lifetime Value, the ______ most profitable customers result in as much as _______ of the profits of the company; the _____ least profitable lose______ of the profits.

a) 20%, 100%, 20%, 150%
b) 20%, 50%, 20%, 50%
c) 20%, 150%, 20%, 100%
d) None of the above

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4. As per the customer profitability analysis, the customers can be categorised as:

a) Platinum customers, gold customers. Iron customers and lead customers
b) Platinum customers and gold customers
c) Platinum customers and lead customers
d) None of the above

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5. _________describes the NPV of the stream of future profits anticipated over the customer’s lifetime purchases.

a) Customer lifetime value
b) Customer profitability analysis
c) Both a & b
d) All of above are false

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6. CLV calculations results in a formal _________structure for designing customer investment and assist marketers adopt a ________ perspective.

a) Qualitative, short-term
b) Quantitative, long-term
c) Quantitative, short-term
d) Qualitative, long-term

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7. Customer lifetime value concepts should consider the short-term, brand-building marketing activities that assist in increasing customer loyalty.

a) True
b) False

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8. _____________ is the process of cautiously managing comprehensive information about individual customers and touch points to maximize customer loyalty.

a) Management information system
b) Customer Relationship Management
c) Customer lifetime value
d) None of the above

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9. ‘Content is no longer something you push out, content is an invitation to engage with your brand’, is said by

a) Cammie Dunaway
b) A.G. Lafley
c) Mark Parker
d) None of the above

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10. We need to learn to let go customers, is said by

a) A.G Lafley
b) Cammie Dunaway
c) Mark Parker
d) None of the above

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