1. Customer relationship managers will be directly responsible for:
customer portfolios
product lines
capabilities managers
product managers
2. All of the following are ways a customer-strategy enterprise might meet the goal of maximizing the customer base except:
retaining profitable customers and growing them
acquiring as many new customers as possible
eliminating unprofitable customers
customizing products, prices, services, and/or communications for each customer
3. According to George Day, two approaches to gaining a relationship advantage include:
customer intimacy and personalization
supply-chain management and channel coordination
sources of advantage and positions of advantage
comprehensive solution management and customer relationship management
4. Which of the following statements is true about using satisfaction as a proxy for measuring loyalty?
Loyal customers are likely to be satisfied, and satisfied customers are likely to be loyal.
Loyal customers are likely to be satisfied, but not all satisfied customers will be loyal.
Not all loyal customers are satisfied, but satisfied customers are likely to be loyal.
Not all loyal customers will be satisfied, and not all satisfied customers will be loyal.