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

How are customer retention rates calculated?

Back

Subtract the number of new customers acquired during a period from the number of customers at the end of a period, then divide by the number of customers from the start of the period and multiply by 100.

Front

What provides an overview of the marketing plan?

Back

Executive summary

Front

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