The Number of Customers Who Discontinue Their Use of a Service

question 69

Multiple Choice

The number of customers who discontinue their use of a service divided by the average number of total participants is called

• A) churn.
• B) customer retention.
• C) customer lifetime value.
• D) cancellation cost.
• E) customer loyalty.

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Definitions:

Managing Expectations

The process of setting and communicating what is realistic to expect in a given context to avoid disappointment or dissatisfaction.

Private Response

A communication or piece of information intended only for the person or group it is directed at, not for public disclosure.

Dissatisfaction

A feeling of unhappiness or displeasure with an aspect of one's life or environment.

Cyanide Poisoning

A potentially fatal condition caused by exposure to cyanide, which inhibits cells from using oxygen, leading to death at high concentrations.