CRM
…… exerts the broadest and deepest influence on buying behavior: Cultural
factors
…… is a result of loyal customers who minimize the cost of running a business
because the amount spent on getting new customers is far more than retaining
the present customers. Reduced marketing cost
…… is any occasion on which the brand or product is used by end customers:
Customer touch point
…… is the fundamental determinant of a person's wants and behavior: Cultural
…… uses sophisticated mathematical and statistical techniques such as neural
networking and cluster analysis: Data mining
……. is the study of how individuals, groups, and organizations select, buy, use
and dispose of off goods, services, ideas, or experiences to satisfy their needs and
wants: Customer behavior
A …. is an organized collection of detailed information about individual
customers or prospects that is accessible, actionable, and current for marketing
purposes such as lead generation and others: customer database
A consumer buying behavior is influenced by: Cultural and social factors - Personal
factors
A good customer service should focus on: Building a dynamic relationship with the
customer
A person or company that yields a revenue more than incurred costs of selling
and serving is called: profitable customers
A persons … are all the groups that have a direct or indirect influence on their
attitudes or behavior: Reference groups
After identifying the customer needs every sales representative has to respond
accordingly. Which of the following is an appropriate response? Fulfill customer
needs
Aggregate value of customers base is classified as: shareholder value
