In the Context of Customer Relationship Management,every Interaction with a Customer

question 38

Multiple Choice

In the context of customer relationship management,every interaction with a customer or a potential customer is a(n) ________.

• A)value proposition
• B)irrelevant cost
• C)service contact
• D)touch point
• E)sales contact

---

Definitions:

Operating Leverage

A measure of how sensitive net operating income is to a given percentage change in dollar sales.

Net Operating Income

The income derived from a firm's core business operations, not including taxes and interest expenses.

Contribution Margin Ratio

A ratio that measures the percentage of sales revenue remaining after deducting variable costs, indicating the portion of sales available to cover fixed costs and generate profit.

Variable Expense Ratio

A ratio computed by dividing variable expenses by sales.