Indirect communication channels promote sales whereas direct communication channels promote sales and improve the ___.

• Telemarketing

• Sales Promotion

• Customer Relationship

• establishing Communication

A person or company that yields a revenue more than incurred costs of selling and serving is called

• A. dissatisfaction

• B. superior value

• C. profitable customers

• D. satisfied customers

Total Customer Benefits Includes

• product benefits

• service benefits

• image benefits

• all of above

Customers lifetime purchases that generate net present value of future profit streams is called

• customer lifetime value

• customer purchases value

• customer cost incurred

• customer relationships

Any occasion on which brand or product is encountered by end customers is called

• Relationship touch point

• Retailers touch point

• Customer touch point

• Company touch point

A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.

• Customer database

• Customer mailing list

• Business database

• None of the above

. _________ is the study of how individuals, groups and organizations select, buy, use and dispose of goods, services, ideas or experiences to satisfy their needs and wants.

• Purchase behavior

• Product cycle

• Consumer behavior

• None of the above

CRM process begins ________

• After sales

• After sales and before sales

• After purchase

• Before sales.

Outbound e-mail management helps organizations handle inbound queries raised by customers.

• True

• False

______ is an agreement between service provider and service receiver.