Match the term with its definition.
-An approach that recognizes that, with every interaction, customers learn something about a company that will affect their desire to do business there in the future
A)attitude
B)culture
C)customer experience management (CEM)
D)customer lifetime value (CLV)
E)customer relationship management (CRM)
F)motivations
G)needs
H)opinion leaders
I)perception
J)perceptual categorization
K)reference groups

Question

Quizplus · Accepted Answer

Customer experience management (CEM) is an approach that focuses on managing and improving every interaction a customer has with a company to enhance their overall experience.

Answer: D
 Customer lifetime value (CLV) is a metric used to analyze the long-term financial value of a customer and predict their financial impact on a company.

Answer: E
 Customer relationship management (CRM) is a strategy that companies use to manage interactions with customers and potential customers, with the goal of improving relationships and ultimately driving sales.

Answer: H
 Opinion leaders are individuals who have significant influence on the attitudes and opinions of others. In the context of marketing, they are often used as a way to promote products or services through word-of-mouth recommendations.

Answer: I
 Perception refers to the way that people interpret and make sense of information that they receive through their senses. In the context of marketing, understanding consumer perception is important for developing effective messaging and branding strategies.

Answer: K
 Reference groups are groups of people who have a significant impact on an individual's behavior and attitudes. These groups can be social or cultural, and individuals may seek to emulate the behaviors and beliefs of those within them.

Match the Term with Its Definition