Question 1

Today, customer equity is more dependent on customer acquisition than retention.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is NOT true regarding customer acquisition?

Accepted Answer

A) Acquisition strategies are necessary for every company to fill the pipeline with customers. 
B) Acquisition is necessary to counter the inevitable attrition of customers. 
C) Customer equity is more dependent on customer acquisition than on customer retention. 
D) 25 years ago, companies focused more on customer acquisition than retention. 
E) all of the above are true 
A) Acquisition strategies are necessary for every company to fill the pipeline with customers. 
B) Acquisition is necessary to counter the inevitable attrition of customers. 
C) Customer equity is more dependent on customer acquisition than on customer retention. 
D) 25 years ago, companies focused more on customer acquisition than retention. 
E) all of the above are true

Question 3

When customers begin buying less than they did before, it is referred to as "marginalization."

Accepted Answer

A) True 
 B)False

Question 4

If not satisfied during a "moment of truth" a customer may defect.

Accepted Answer

A) True 
 B)False

Question 5

Customers may downwardly migrate due to changes in life-stage.

Accepted Answer

A) True 
 B)False

Question 6

Some companies have identified more than 400 events in a customer's life that can generate messages.

Accepted Answer

A) True 
 B)False

Question 7

Studies have shown that the win back strategy, on average, results in a 60% return of lost customers within six months.

Accepted Answer

A) True 
 B)False

Question 8

Mining current customer information can help in acquiring the right type of new customers.

Accepted Answer

A) True 
 B)False

Question 9

Customers want intimate relationship with every company but this is far from occurring.

Accepted Answer

A) True 
 B)False

Question 10

Frequent flyer programs, customer point programs and frequency programs are all examples of idiosyncratic-fit programs.

Accepted Answer

A) True 
 B)False

Question 11

Dialogue marketing is a streaming technology capable of generating a running dialogue with customers based on every interaction with the business.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is NOT a brand builder?

Accepted Answer

A) public relations 
B) event sponsorship 
C) CRM 
D) brand communities 
E) all are brand builders 
A) public relations 
B) event sponsorship 
C) CRM 
D) brand communities 
E) all are brand builders

Today, customer equity is more dependent on customer acquisition than retention.

Which of the following is NOT true regarding customer acquisition?

When customers begin buying less than they did before, it is referred to as "marginalization."

If not satisfied during a "moment of truth" a customer may defect.

Customers may downwardly migrate due to changes in life-stage.

Some companies have identified more than 400 events in a customer's life that can generate messages.

Studies have shown that the win back strategy, on average, results in a 60% return of lost customers within six months.

Mining current customer information can help in acquiring the right type of new customers.

Customers want intimate relationship with every company but this is far from occurring.

Frequent flyer programs, customer point programs and frequency programs are all examples of idiosyncratic-fit programs.

Dialogue marketing is a streaming technology capable of generating a running dialogue with customers based on every interaction with the business.

Which of the following is NOT a brand builder?

Introduction to Customer Relationship Management

The History and Development of CRM

Relationship Marketing and CRM

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Business-To-Business CRM

Understanding the Customercompany Profit Chain: Satisfaction, Loyalty, Retention, and Profits

Privacy and Ethics Considerations

CRM Program Measurement and Tools

Social Networking and CRM

CRM Trends, Challenges, and Opportunities

Filters

Exam 10: The CRM Strategy Cycle: Acquisition, Retention

Today, customer equity is more dependent on customer acquisition than retention.

Which of the following is NOT true regarding customer acquisition?

When customers begin buying less than they did before, it is referred to as "marginalization."

If not satisfied during a "moment of truth" a customer may defect.

Customers may downwardly migrate due to changes in life-stage.

Some companies have identified more than 400 events in a customer's life that can generate messages.

Studies have shown that the win back strategy, on average, results in a 60% return of lost customers within six months.

Mining current customer information can help in acquiring the right type of new customers.

Customers want intimate relationship with every company but this is far from occurring.

Frequent flyer programs, customer point programs and frequency programs are all examples of idiosyncratic-fit programs.

Dialogue marketing is a streaming technology capable of generating a running dialogue with customers based on every interaction with the business.

Which of the following is NOT a brand builder?

Introduction to Customer Relationship Management

The History and Development of CRM

Relationship Marketing and CRM

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Business-To-Business CRM

Understanding the Customercompany Profit Chain: Satisfaction, Loyalty, Retention, and Profits

Privacy and Ethics Considerations

CRM Program Measurement and Tools

Social Networking and CRM

CRM Trends, Challenges, and Opportunities

Filters