Ensuring That Change Becomes Permanent and the New Procedures Become

question 158

Multiple Choice

Ensuring that change becomes permanent and the new procedures become the norm is what stage of Lewin's model of planned change?

• A)refreeze
• B)unfreeze
• C)assess
• D)change

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Definitions:

Lifetime Value

The net present value of a customer’s business over the span of his or her relationship with an organization.

Customer Profitability

An analysis to determine the financial value a customer brings to a business over time, considering revenues and costs associated with the relationship.

Customer Service

Services and recommendations given by a firm to purchasers or users of its products or services.

Ease of Doing Business

The amount of effort required on the part of a customer when dealing with a firm.