Theresa Is Comparing Customer Data Between the Previous Three Years

question 20

Multiple Choice

Theresa is comparing customer data between the previous three years and the current year to determine how many customers have left and the rate at which customers are leaving. What activity is Theresa engaged in?

• A)determining the potential for customer churn  
• B)measuring customer loyalty  
• C)analyzing customer defections  
• D)measuring the competition's performance

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Definitions:

Contract Manufacturing

The hiring of a foreign company to produce a specified volume of the initiating company’s product to specification; the final product carries the domestic firm’s name.