Hoàng ha ha

Say's Law, which encapsulates the concept of product orientation, can be summarised as:A. Supply creates its own demandB. If you build it, they will comeC. The customer can have any color, as long as it's blackD. The customer is at the centre of the business process

• A. Supply creates its own demand

• B. If you build it, they will come

• C. The customer can have any color, as long as it's black

• D. The customer is at the centre of the business process

When considering customer perceived value (benefits minus cost), which of the following is NOT one of the types of costs to the customer?

• A. Time cost

• B. Replacement cost

• C. Energy cost

• D. Psychic cost

Management expert Peter Drucker said that,"If we want to know what a business is, we need to start with its ____________"?

• A. Purpose

• B. Customers

• C. Products

• D. Founders

The first step to knowing your customers is to learn as much about your customers and potential customers as is:

• A. Sustainable

• B. Credible

• C. Possible

• D. Practical

What are the four basic types of data held in CRM systems?

• A. Descriptive, identity, quantitative and qualitative data

• B. Descriptive, primitive, numeric and qualitative data

• C. Primitive, numeric, qualitative and discrete data

• D. Qualitative, quantitative, continuous and discrete data

What is the problem with relying heavily on transactional information?

• A. It focuses on past buying activity and consequently ignores information that could help you understand your customers and evaluate your relationship

• B. It measures financial value, not social value

• C. It is expensive to monitor

• D. It is hard to differentiate what is accurate and what is not leading to decisions that do not always reflect the current situation

Calculate the Net Promoter Score for the following business: 20% of customer responded with a 9 or 10; 63% responded with a 7 or 8; 17% responded with a 0-6. What is their Net Promoter Score?

• A. 3%

• B. 66%

• C. 26%

• D. 20%

What is one key reason why you should you not rely solely on your Net Promoter Score?

• A. It ignores why customers feel the way they do

• B. It constantly changes

• C. It is difficult to calculate

• D. It doesn't account for employee satisfaction

What are the five benefits of CRM ?

• A. Better data organisation; enhanced communication; shared information; able to catch all leads and know your numbers

• B. Better data organisation; lower overall tech costs; online support; able to catch all leads and know your numbers

• C. Better data organisation; lower overall tech costs; increase social media engagement; able to catch all leads and know your numbers

• D. Better data organisation; online support; increase social media engagement; able to catch all leads and happier customers

What does Mike Sands say the shortcomings of third-party data are? Choose all that may apply.

• A. Third-party data is well suited for customer acquisition

• B. Third-party data has a limited scale

• C. It is difficult for marketers to determine the quality of third-party data they are purchasing

• D. Third-party data is less likely to be relevant and accurate when compared to second and first-party data