Afia, a Team Leader in Charge of Customer Relationship Management

question 93

Multiple Choice

Afia, a team leader in charge of customer relationship management, is planning strategies for improving the profitability of her firm's least profitable but loyal customers. She is also examining methods for "firing" customers in this group who cannot be made profitable. To which of the following customer relationship groups do these customers belong?

• A)butterflies
• B)true friends
• C)strangers
• D)barnacles
• E)short-term customers

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Definitions:

Earnings Per Share

A measure of a company's profitability calculated by dividing net income by the number of outstanding shares of its common stock.

Net Income

The total profit of a company after all expenses, including taxes and operating expenses, have been deducted from total revenue.

Preferred Dividends

Dividends that are paid out to preferred shareholders before any dividends are distributed to common shareholders, often at a fixed rate.

Market Price

The current price at which an asset or service can be bought or sold in a particular marketplace.