IQ #5 MODULE 5 MARKETING MANAGEMENT

IN MODERN CUSTOMER-ORIENTED ORGANIZATION CHART, THE CUSTOMERS ARE AT THE BOTTOM.

• TRUE

• FALSE

CUSTOMERS NOWADAYS ARE BETTER EDUCATED AND BETTER INFORMED.

• TRUE

• FALSE

IT REFERS TO THE DIFFERENCE BETWEEN THE PROSPECTIVE CUSTOMER'S EVALUATION OF ALL THE BENEFITS AND COSTS OF AN OFFERING AND THE PERCEIVED ALTERNATIVES.

• TOTAL CUSTOMER COST

• CUSTOMER BENEFIT

• CUSTOMER-PERCEIVED VALUE

• CUSTOMER-CENTRIC ORGANIZATION

IT CONSISTS OF THE WHOLE CLUSTER OF BENEFITS THE COMPANY PROMISES TO DELIVER TO ITS TARGET CUSTOMERS.

• CUSTOMER-PERCEIVED VALUE

• VALUE PROPOSITION

• TOTAL CUSTOMER COST

• VALUE DELIVERY SYSTEM

VALUE DELIVERY SYSTEM INCLUDES ALL THE EXPERIENCES THE CUSTOMER WILL HAVE ON THE WAY TO OBTAINING AND USING THE OFFERING.

• TRUE

• FALSE

IF THE OFFERING EXCEEDS THE EXPECTATION OF THE CUSTOMER, IT WILL RESULT TO SATISFACTION

• TRUE

• FALSE

Answer explanation

THE CUSTOMER WILL BE DELIGHTED

_________ MEASURES TO WHAT EXTENT A PRODUCT OR SERVICE MEETS THE EXPECTATIONS OF THE CUSTOMER.

• QUALITY

• CONFORMANCE QUALITY

• PERFORMANCE QUALITY

• CUSTOMER SATISFACTION

IT DESCRIBES THE NET PRESENT VALUE OF THE STREAM OF FUTURE PROFITS EXPECTED OVER THE CUSTOMER'S LIFETIME PURCHASES.

• PROFITABLE CUSTOMER

• CUSTOMER PROFITABILITY ANALYSIS

• ABC ACCOUNTING

• CUSTOMER LIFETIME VALUE

THERE ARE SO MANY WAYS TO ATTRACT AND RETAIN CUSTOMERS.

• TRUE

• FALSE

IT REFERS TO THE PROCESS OF CAREFULLY MANAGING DETAILED INFORMATION ABOUT INDIVIDUAL CUSTOMERS AND ALL CUSTOMER "TOUCH POINTS" TO MAXIMIZE LOYALTY.

• CUSTOMER VALUE MANAGEMENT

• CUSTOMER RELATIONSHIP MANAGEMENT

• CUSTOMER TOUCH POINT

• CUSTOMER LOYALTY