5 Questions
According to the text, what are the attributes of successful relationships?
Trust and commitment
What is the meaning and importance of customer lifetime value?
The total revenue a customer generates over their lifetime
What are the five different schools of thought that contribute to our understanding of relationships and relationship management?
Behavioral school, Structural school, Strategic school, Humanistic school, Cognitive school
What is meant by an 'interactive episode' in a relationship?
A time-bound and identifiable interaction between parties
What does the 'R' in CRM stand for?
Relationship
Test your knowledge on customer relationship management and understanding relationships in Chapter 0
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