Kelly Kinsel Felt Good About Her Day's Work

Kelly Kinsel felt good about her day's work. A customer had been upset with the performance of one of the products Kelly serviced. At first, the customer threatened to never buy from the company again. But Kelly made good on their "replacement on demand" policy, and now the customer had what he wanted. Kelly knew she had saved more than a single sale. Kelly's pride is most likely linked to her knowledge of:

A) customer lifetime value.
B) customer recruitment.
C) customer total cost.
D) customer churn.
E) none of the above

Correct Answer:

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