MGMA01H3 Chapter 6: Chapter 6

45 views8 pages

Document Summary

Here are some answers: customers do not care about your system. They care about satisfaction; having problems handled: customers do not care how you track his order. They don"t care about how you execute, but that it gets done. Lifetime-customer value (lcv: total customer satisfaction leads to customer loyalty and a focus on existing customer loyalty can generate spectacular gains. The value of customers: a totally satisfied customers contributes 2. 6 times as much revenue to a company as a. Somewhat satisfied customer: a totally satisfied customer contributes 14 times as much revenue as a somewhat. Dissatisfied customer: a totally dissatisfied customer actually decreases revenue at a rate equal to 1. 8 times what a. example: an average driver buys ten cars in lifetime. You sell a young woman her first car for profit of , your lcv of that customer is potentially. Assume the loyal customer will recommend your business to 5 others.

Get access

Grade+20% off
$8 USD/m$10 USD/m
Billed $96 USD annually
Grade+
Homework Help
Study Guides
Textbook Solutions
Class Notes
Textbook Notes
Booster Class
40 Verified Answers
Class+
$8 USD/m
Billed $96 USD annually
Class+
Homework Help
Study Guides
Textbook Solutions
Class Notes
Textbook Notes
Booster Class
30 Verified Answers

Related Documents

Related Questions