Which of the Following Set of Measures Are Appropriate in Monitoring

question 58

Multiple Choice

Which of the following set of measures are appropriate in monitoring 'customer retention'?

• A) Proportion of sales from existing customers, number of repeat purchases, sales growth from customers using loyalty cards
• B) Customer satisfaction rating, number of repeat purchases, customer acquisition costs
• C) Customer satisfaction rating, sales growth from customers using loyalty cards, customer profitability per quarter
• D) Proportion of sales from existing customers, market share, profit attributable to customers in the 21-30 age group

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Definitions:

Training

The process of enhancing the skills, capabilities, and knowledge of employees for effective job performance.

Planning

The process of setting objectives, determining strategies to achieve those objectives, and developing plans to integrate and coordinate activities.

Observable Organizational Culture

Aspects of an organization's culture that can be seen or experienced directly, such as rituals, ceremonies, and everyday behaviors.

Nonverbal Expressions

Methods of conveying messages and emotions without the use of spoken words, including facial expressions, gestures, and body posture.