Customer Management Two

What valuable information can be derived from understanding how customers interact and transact with the bank?

• a. Customers' social media preferences
• b. Customers' preferences for specific banking products
• c. Patterns of behavior indicating attitudes towards the bank
• d. Customers' investment and savings goals

Which behavior indicates a positive response to a marketing message's call to action?

• a. Opening emails from the bank
• b. Browsing products without making a purchase
• c. Visiting branches for product inquiries
• d. Making phone calls for customer service

What characterizes prospects within the buying process?

• a. They already have a product or products with the bank.
• b. They have a higher level of engagement with the bank.
• c. They do not have any relationship with the bank.
• d. They are considering buying a product from the bank.

What distinguishes a 'customer' from a 'user' in terms of their banking behavior?

• a. Their willingness to browse products and services
• b. Their preference for using online banking services
• c. Their usage of the account for salary payments and bill payments
• d. Their engagement with overseas travel and foreign exchange services

Why is understanding customer value important for the bank?

• a. To determine the profitability of the bank
• b. To identify high-risk customers
• c. To personalize marketing efforts
• d. To determine the right course of action for customers and segments

What distinguishes customers from prospects in their relationship with the bank?

• a. Customers have ongoing relationships with the bank, while prospects do not.
• b. Customers have more valuable products compared to prospects.
• c. Prospects have ongoing relationships with the bank, while customers do not.
• d. Prospects have more potential for future product purchases than customers.

What does Customers' Behaviour reveal about their relationship with the bank?

• a. Their favorite bank account features
• b. Their creditworthiness and risk profile
• c. Their preferred communication channels
• d. Their attitudes toward the bank

Behavioural segmentation in organisations is mainly focused on:

• a. Age, income, gender
• b. Attitudes, aspirations
• c. Geographic location
• d. Behaviour towards the organisation, including product and content consumption, and interaction frequency

What are the different measures of customer value?

• a. Historic value, present value, predicted value, and lifetime value
• b. Historic value; current value; future value and lifetime value
• c. Traditional value, real-time value, projected value, and total value
• d. Previous value, current value, anticipated value, and lifetime value

Which of the following is not a main method of segmenting customers according to the provided text?

• a. Demographic
• b. Psychographic
• c. Socioeconomic
• d. Behavioral