1. Which of the following can a company do to reduce defection
a) attract new customers to try out the company's products
b) incrase customer lifetime value by increasing the non-monetary costs of products
c) distinguish the causes of customer attrition and identify those tha can be managed better
d) enhance the growth potential of existing customers through cross-selling and upselling
2. The likelihood of entry of new competitors is affected by_____ and _____
a) the power of existing suppliers; buyers
b) barriers to entry; expected retaliation of current industry organizations
c) the demand for the product; the profitability of the competitors
d) the profitability of the industry; the market share of its leading firm