The Overall Process of Building and Maintaining Profitable Customer Relationships

question 75

Multiple Choice

The overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction is referred to as ________.

• A) perceived-value management
• B) societal marketing
• C) customer relationship management
• D) partner relationship management
• E) enterprise resource planning

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Definitions:

Assets

Economic resources owned or controlled by an individual or entity that are expected to produce value or benefit in the future.

EBIT

Earnings Before Interest and Taxes, a measure of a firm's profit that includes all expenses except interest and income tax expenses.

Interest

The charge for borrowing money or the return on invested capital, typically expressed as an annual percentage rate.

EBITDA Coverage Ratio

A financial metric that assesses a company's ability to pay off its debts, calculated by dividing EBITDA by total debt service costs.