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chapter 9

chapter 9
33問 • 1年前
  • Chaster Howell V. Taduran
    • 通報

    問題一覧

  • 1

    An involving body of thought and practice

    marketing

  • 2

    Customer care involves planning all activities in the customers supplier relationship

    meaning and scope of customer care

  • 3

    It is increasedly recognized that should customer expectation at any point in the supplier customer relationship not be met The extent to which the customer feels to satisfy depends upon the circumstances

    cost of poor customer care

  • 4

    The first rung on the ladder Represents an individual or an organization

    prospect

  • 5

    Having done business at least once with the organization

    purchaser

  • 6

    Someone was done business with the marketers on a repeat basis

    client

  • 7

    Someone who has done business with the marketer on a regular basis

    supporter

  • 8

    The penultimate stage A customer who recommends the marketers organization to others

    advocate

  • 9

    The highest rank of the ladder is represented Who is a customer who effective has the relationship of a strategic partner with the supplying organization

    partner

  • 10

    Perhaps the major reason for the growth in importance of customer care is the fact that customer expectation have changed over the years both in organizational and consumer context

    customer expectation

  • 11

    Commitments to customer care should be reflected and enshrined in the overall corporate objectives and mission statements of the organization

    corporate objective/business mission

  • 12

    This encompasses an appraisal of the internal external

    the marketing audit/swot analysis

  • 13

    It should include customer care elements

    marketing objectives and strategies

  • 14

    The actions again follows to promote its product or services to the target audience and achieve its goals It consists of four elements commonly known as 4p's

    marketing tactics/marketing mix decisions

  • 15

    Overall objectives for customer care need to be translated into specific action

    implementation

  • 16

    It goes without saying the effective customer care

    evaluation and control

  • 17

    Has been a major issue in competitive strategy in recent years

    quality

  • 18

    Does not necessary means simply high quality

    good quality

  • 19

    Program developed by the marketing science institute

    PIMS

  • 20

    Report showing the roi and cash flows

    par

  • 21

    Reports which COMPUTES the predicted consequence of each of several alternative

    strategic analysis

  • 22

    Examines POSSIBLE tactics for achieving strategic objectives

    report on look-alikes

  • 23

    Report aim at predicted the BEST COMBINATION of strategies for the particular company

    optimus strategy

  • 24

    Emphasizes the task involved in servicing customers rather than customer needs

    customer service

  • 25

    Emerge as a significant development in marketing

    relationship marketing

  • 26

    Focuses and maximizing benefits in an exchange between supplier and customer

    traditional marketing

  • 27

    Involves Multiple parties with shared goals

    gronroos

  • 28

    Integrates traditional marketing tools

    gamble et al

  • 29

    Defined by a commitment to exceeding a customer expectation

    buttle

  • 30

    Means an organization's marketing effort should be designed around a series of contacts with customer over time This means that more marketing people are involved

    relationship marketing

  • 31

    Essentially this involves rewarding customer financially for being loyal

    adding financial benefits

  • 32

    Discomfort company personnel increasing the personal and social bonds with customer

    adding social benefits

  • 33

    It involves providing customers support in the form of expertise or equipment This provide helps to lock the customer into the supplier in another word this approach increases its switching cost for a customer

    adding structural ties

    • micro

    micro

    Chaster Howell V. Taduran · 17問 · 1年前

    micro

    micro

    17問 • 1年前
    Chaster Howell V. Taduran

    micro 2

    micro 2

    Chaster Howell V. Taduran · 5問 · 1年前

    micro 2

    micro 2

    5問 • 1年前
    Chaster Howell V. Taduran

    chapter 1

    chapter 1

    Chaster Howell V. Taduran · 30問 · 1年前

    chapter 1

    chapter 1

    30問 • 1年前
    Chaster Howell V. Taduran

    E-commerce 1

    E-commerce 1

    Chaster Howell V. Taduran · 20問 · 1年前

    E-commerce 1

    E-commerce 1

    20問 • 1年前
    Chaster Howell V. Taduran

    e-commerce 2

    e-commerce 2

    Chaster Howell V. Taduran · 7問 · 1年前

    e-commerce 2

    e-commerce 2

    7問 • 1年前
    Chaster Howell V. Taduran

    distribution 2

    distribution 2

    Chaster Howell V. Taduran · 15問 · 1年前

    distribution 2

    distribution 2

    15問 • 1年前
    Chaster Howell V. Taduran

    Distribution 1

    Distribution 1

    Chaster Howell V. Taduran · 6問 · 1年前

    Distribution 1

    Distribution 1

    6問 • 1年前
    Chaster Howell V. Taduran

    franchising chapter 2

    franchising chapter 2

    Chaster Howell V. Taduran · 13問 · 1年前

    franchising chapter 2

    franchising chapter 2

    13問 • 1年前
    Chaster Howell V. Taduran

    e-commerce 3

    e-commerce 3

    Chaster Howell V. Taduran · 5問 · 1年前

    e-commerce 3

    e-commerce 3

    5問 • 1年前
    Chaster Howell V. Taduran

    franchising chpt 2 (lesson 2)

    franchising chpt 2 (lesson 2)

    Chaster Howell V. Taduran · 11問 · 1年前

    franchising chpt 2 (lesson 2)

    franchising chpt 2 (lesson 2)

    11問 • 1年前
    Chaster Howell V. Taduran

    Franchising Chapter 3

    Franchising Chapter 3

    Chaster Howell V. Taduran · 10問 · 1年前

    Franchising Chapter 3

    Franchising Chapter 3

    10問 • 1年前
    Chaster Howell V. Taduran

    chapter 6

    chapter 6

    Chaster Howell V. Taduran · 37問 · 1年前

    chapter 6

    chapter 6

    37問 • 1年前
    Chaster Howell V. Taduran

    E-Commerse 4

    E-Commerse 4

    Chaster Howell V. Taduran · 22問 · 1年前

    E-Commerse 4

    E-Commerse 4

    22問 • 1年前
    Chaster Howell V. Taduran

    Distribution Chapter 3

    Distribution Chapter 3

    Chaster Howell V. Taduran · 21問 · 1年前

    Distribution Chapter 3

    Distribution Chapter 3

    21問 • 1年前
    Chaster Howell V. Taduran

    quiz one

    quiz one

    Chaster Howell V. Taduran · 13問 · 1年前

    quiz one

    quiz one

    13問 • 1年前
    Chaster Howell V. Taduran

    quiz 2

    quiz 2

    Chaster Howell V. Taduran · 10問 · 1年前

    quiz 2

    quiz 2

    10問 • 1年前
    Chaster Howell V. Taduran

    quiz 3

    quiz 3

    Chaster Howell V. Taduran · 19問 · 1年前

    quiz 3

    quiz 3

    19問 • 1年前
    Chaster Howell V. Taduran

    chapter 2

    chapter 2

    Chaster Howell V. Taduran · 33問 · 1年前

    chapter 2

    chapter 2

    33問 • 1年前
    Chaster Howell V. Taduran

    Chapter 3

    Chapter 3

    Chaster Howell V. Taduran · 21問 · 1年前

    Chapter 3

    Chapter 3

    21問 • 1年前
    Chaster Howell V. Taduran

    Chapter 4

    Chapter 4

    Chaster Howell V. Taduran · 10問 · 1年前

    Chapter 4

    Chapter 4

    10問 • 1年前
    Chaster Howell V. Taduran

    chapter 5

    chapter 5

    Chaster Howell V. Taduran · 20問 · 1年前

    chapter 5

    chapter 5

    20問 • 1年前
    Chaster Howell V. Taduran

    Chapter 4

    Chapter 4

    Chaster Howell V. Taduran · 21問 · 1年前

    Chapter 4

    Chapter 4

    21問 • 1年前
    Chaster Howell V. Taduran

    Chapter 5

    Chapter 5

    Chaster Howell V. Taduran · 17問 · 1年前

    Chapter 5

    Chapter 5

    17問 • 1年前
    Chaster Howell V. Taduran

    Chapter 10

    Chapter 10

    Chaster Howell V. Taduran · 33問 · 1年前

    Chapter 10

    Chapter 10

    33問 • 1年前
    Chaster Howell V. Taduran

    chapter 6

    chapter 6

    Chaster Howell V. Taduran · 19問 · 1年前

    chapter 6

    chapter 6

    19問 • 1年前
    Chaster Howell V. Taduran

    Chapter 6

    Chapter 6

    Chaster Howell V. Taduran · 19問 · 1年前

    Chapter 6

    Chapter 6

    19問 • 1年前
    Chaster Howell V. Taduran

    chapter 7

    chapter 7

    Chaster Howell V. Taduran · 11問 · 1年前

    chapter 7

    chapter 7

    11問 • 1年前
    Chaster Howell V. Taduran

    Chapter 8

    Chapter 8

    Chaster Howell V. Taduran · 11問 · 1年前

    Chapter 8

    Chapter 8

    11問 • 1年前
    Chaster Howell V. Taduran

    chapter 11

    chapter 11

    Chaster Howell V. Taduran · 34問 · 1年前

    chapter 11

    chapter 11

    34問 • 1年前
    Chaster Howell V. Taduran

    Lesson 1

    Lesson 1

    Chaster Howell V. Taduran · 15問 · 1年前

    Lesson 1

    Lesson 1

    15問 • 1年前
    Chaster Howell V. Taduran

    lesson 2

    lesson 2

    Chaster Howell V. Taduran · 14問 · 1年前

    lesson 2

    lesson 2

    14問 • 1年前
    Chaster Howell V. Taduran

    lesson 1

    lesson 1

    Chaster Howell V. Taduran · 8問 · 1年前

    lesson 1

    lesson 1

    8問 • 1年前
    Chaster Howell V. Taduran

    Lesson 2

    Lesson 2

    Chaster Howell V. Taduran · 5問 · 1年前

    Lesson 2

    Lesson 2

    5問 • 1年前
    Chaster Howell V. Taduran

    Lesson 1

    Lesson 1

    Chaster Howell V. Taduran · 9問 · 1年前

    Lesson 1

    Lesson 1

    9問 • 1年前
    Chaster Howell V. Taduran

    Lesson 2

    Lesson 2

    Chaster Howell V. Taduran · 13問 · 1年前

    Lesson 2

    Lesson 2

    13問 • 1年前
    Chaster Howell V. Taduran

    Lesson 1

    Lesson 1

    Chaster Howell V. Taduran · 9問 · 1年前

    Lesson 1

    Lesson 1

    9問 • 1年前
    Chaster Howell V. Taduran

    lesson 2

    lesson 2

    Chaster Howell V. Taduran · 6問 · 1年前

    lesson 2

    lesson 2

    6問 • 1年前
    Chaster Howell V. Taduran

    lesson 3

    lesson 3

    Chaster Howell V. Taduran · 42問 · 1年前

    lesson 3

    lesson 3

    42問 • 1年前
    Chaster Howell V. Taduran

    lesson 3

    lesson 3

    Chaster Howell V. Taduran · 19問 · 1年前

    lesson 3

    lesson 3

    19問 • 1年前
    Chaster Howell V. Taduran

    問題一覧

  • 1

    An involving body of thought and practice

    marketing

  • 2

    Customer care involves planning all activities in the customers supplier relationship

    meaning and scope of customer care

  • 3

    It is increasedly recognized that should customer expectation at any point in the supplier customer relationship not be met The extent to which the customer feels to satisfy depends upon the circumstances

    cost of poor customer care

  • 4

    The first rung on the ladder Represents an individual or an organization

    prospect

  • 5

    Having done business at least once with the organization

    purchaser

  • 6

    Someone was done business with the marketers on a repeat basis

    client

  • 7

    Someone who has done business with the marketer on a regular basis

    supporter

  • 8

    The penultimate stage A customer who recommends the marketers organization to others

    advocate

  • 9

    The highest rank of the ladder is represented Who is a customer who effective has the relationship of a strategic partner with the supplying organization

    partner

  • 10

    Perhaps the major reason for the growth in importance of customer care is the fact that customer expectation have changed over the years both in organizational and consumer context

    customer expectation

  • 11

    Commitments to customer care should be reflected and enshrined in the overall corporate objectives and mission statements of the organization

    corporate objective/business mission

  • 12

    This encompasses an appraisal of the internal external

    the marketing audit/swot analysis

  • 13

    It should include customer care elements

    marketing objectives and strategies

  • 14

    The actions again follows to promote its product or services to the target audience and achieve its goals It consists of four elements commonly known as 4p's

    marketing tactics/marketing mix decisions

  • 15

    Overall objectives for customer care need to be translated into specific action

    implementation

  • 16

    It goes without saying the effective customer care

    evaluation and control

  • 17

    Has been a major issue in competitive strategy in recent years

    quality

  • 18

    Does not necessary means simply high quality

    good quality

  • 19

    Program developed by the marketing science institute

    PIMS

  • 20

    Report showing the roi and cash flows

    par

  • 21

    Reports which COMPUTES the predicted consequence of each of several alternative

    strategic analysis

  • 22

    Examines POSSIBLE tactics for achieving strategic objectives

    report on look-alikes

  • 23

    Report aim at predicted the BEST COMBINATION of strategies for the particular company

    optimus strategy

  • 24

    Emphasizes the task involved in servicing customers rather than customer needs

    customer service

  • 25

    Emerge as a significant development in marketing

    relationship marketing

  • 26

    Focuses and maximizing benefits in an exchange between supplier and customer

    traditional marketing

  • 27

    Involves Multiple parties with shared goals

    gronroos

  • 28

    Integrates traditional marketing tools

    gamble et al

  • 29

    Defined by a commitment to exceeding a customer expectation

    buttle

  • 30

    Means an organization's marketing effort should be designed around a series of contacts with customer over time This means that more marketing people are involved

    relationship marketing

  • 31

    Essentially this involves rewarding customer financially for being loyal

    adding financial benefits

  • 32

    Discomfort company personnel increasing the personal and social bonds with customer

    adding social benefits

  • 33

    It involves providing customers support in the form of expertise or equipment This provide helps to lock the customer into the supplier in another word this approach increases its switching cost for a customer

    adding structural ties