Winning Companies Improve the Value of Their Customer Base by Excelling

question 43

Multiple Choice

Winning companies improve the value of their customer base by excelling at each of the following strategies EXCEPT ________.

• A) retaining all customers regardless of profitability
• B) reducing the rate of customer defection
• C) increasing the longevity of the customer relationship
• D) making low-profit customers more profitable or terminating them
• E) focusing disproportionate efforts on high-value customers

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Definitions:

Condensed Structure

A method of writing a structural formula of a molecule that shows the arrangement of atoms without drawing all bonds explicitly.

Conjugate Acid

A species formed by the reception of a proton (H⁺) by a base, in the context of Bronsted-Lowry acid-base theory.

Ethanamine

An organic chemical compound, also known as ethylamine, with the formula CH3CH2NH2, classified as a primary amine.

Conjugate Base

The species that remains after an acid has donated a proton, often able to react by accepting a proton.