Relationship Marketing

Question 1

Brand touchpoints

Answer 1

Pre purchase
Purchase
Post purchase

Question 2

Transactional marketing

Answer 2

Single sale
Product feature focus
Little customer service focus
Limited customer commitment

Question 3

Relationship marketing

Answer 3

Customer retention
Product benefits
High customer service
High customer commitment

Question 4

How to do crm

Answer 4

Personality marketing

Continuous contact

Question 5

Basis of CRM

Answer 5

Build and maintain LTR 
Based on trust and commitment
Emphasis on retaining customers
Encourages frequent customer contact
Forster customer commitment

Question 6

Leaky bucket

Answer 6

Chase new customers, ignore old customers

Question 7

Customer pyramid

Answer 7

Platinum gold iron lead

Question 8

Different levels of CRM

Answer 8

Basic
Reactive
Accountable
Proactive/partnership

Question 9

Framework for crm

Answer 9

Database
Analysis
Customer selection
Customer targeting
Relations marketing

Question 10

Core service

Answer 10

Ideal
Attract new customers meeting needs
Keep old customers with quality
Sell additional products

Question 11

Customer relationship

Answer 11

Identify customer traits

Tailor services

Question 12

Augmentation

Answer 12

Genuine extras

Question 13

Relationship pricing

Answer 13

Better customer is better price

Question 14

Internal marketing

Answer 14

Staff are internal customers