Managing the customer journey_1

What is the primary goal of the "customer acquisition" stage in the customer journey?

• To retain existing customers and increase their lifetime value.

• To turn loyal customers into brand advocates.

• To convert prospects into first-time paying customers.

• To collect customer feedback for product improvement.

What is the primary purpose of mapping the customer journey?

• To reduce marketing costs

• To replace CRM systems

• To automate sales processes

• To identify touchpoints where customers interact with the brand

Which stage of the customer journey focuses on converting prospects into buyers?

• Awareness

• Acquisition

• Retention

• Advocacy

Which tool helps visualize the customer journey?

• Google Analytics

• Salesforce CRM

• Excel Spreadsheet

• Customer Journey Map

What is the primary goal of customer acquisition?

• Increase brand awareness

• Build long-term customer relationships

• Reduce marketing expenses

• Improve product quality

How is a "new customer" typically defined?

• A customer who has made multiple purchases over the past year

• A customer who purchased once five years ago but hasn't returned

• Someone who refers a friend

• A customer who has interacted with your social media but never purchased.

Why is acquiring new customers often costlier than retaining existing ones?

• New customers demand discounts

• Marketing and sales efforts are resource-intensive

• Existing customers never leave

• Retention requires no effort

Which metric helps measure the value of a new customer?

• CAC

• Net Promoter Score (NPS)

• LTV

• Churn Rate

What is portfolio purchasing?

• Purchasing multiple products/services from the same brand

• Buying stocks in a company

• Selling outdated inventory

• Reducing product variety

Which strategy encourages portfolio purchasing?

• Cross-selling

• Price hikes

• Limited-time offers

• Reducing customer support