Customer Experience Refers to

question 43

Multiple Choice

Customer experience refers to

• A)the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time.
• B)the links an organization has to its customers for their mutual long-term benefits.
• C)the process of identifying prospective buyers,understanding them intimately,and developing favorable long-term perceptions of the organization and its offerings so that buyers will choose them in the marketplace.
• D)the internal response that customers have to all aspects of an organization and its offerings.
• E)the activities in which a firm will participate in order to create a positive buying experience for the customer.

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Definitions:

Investment Turnover

A measure of a company's efficiency in using its assets to generate sales revenue; calculated as sales divided by the investment in assets.

Return on Investments

A metric for assessing how effectively an investment generates returns in comparison to its expense.

Controllable Revenues

Revenues over which a manager or department has influence or direct control, often used in performance evaluation and budgeting.

Residual Income

The net income an entity generates above its cost of capital, a measure of profitability that calculates the surplus after accounting for the cost of capital.