ESB Domain 2

Front

It is more cost-effective to keep current customers than to acquire new customers

Back

True

Front

Financial limitations would be an example of a/an _______ in a SWOT analysis

Back

weakness

Front

The main role of a customer service department is to cultivate _______ interactions with customers

Back

positive

Front

A business selling to another business is called

Back

B2B (Business to Business)

Front

Customer retention rates are found by ?

Back

subtracting the number of new customers acquired during a period from the number of customers at the end of a period, then dividing by the number of customers from the start of the period and multiplying by 100.

Front

what provides an overview of the marketing plan ?

Back

executive summary

Front

What is a business that sells different products or services but is similar enough to be competitive with another business?

Back

indirect competition

Front

Secondary data often contains more

Back

personal bias

Front

A target market identifies the________ to which a company markets its products and services

Back

customer group

Front

A business should have clear ______ on how the customer service team should respond to negative feedback.

Back

guidelines