D174 UNIT 3 (Latest Update 2025 /
2026) Marketing Management Questions
with 100% Correct Verified Answers [Grade
A] - WGU
What is evaluated by the GDPR to decide whether personal data can be used? - correct
answer consent, contract, legal obligation, vital interests, public task, or legitimate
interests
Market research is a systematic process of obtaining data for decision-making. The
market research process consists of six steps: - correct answer define the research
problem, establish research design, search secondary sources, collect the data,
analyze the data, and report the findings
CRM - correct answer a process for managing all an organization's interactions with
its customers. When performed correctly, CRM helps a firm increase its revenue and
profits because it aligns the firm's structure and allocates resources to focus the
company on its relationship with customers
Two key metrics that marketers focus on within CRM are - correct answer customer
lifetime value (CLV) and return on customer investment (ROCI).
Customer Lifetime Value (CLV) - correct answer represents how valuable a customer
is on a purchase-by-purchase measurement and over the entire period of their
engagement with the organization.
Return on Customer Investment (ROCI) - correct answer helps the organization
prioritize how its resources are used. Some consumers are worth investing in over the
lifetime of a relationship based on their contribution to organizational sales and
profits.
Which of the following are objectives of customer relationship management (CRM)? -
correct answer Customer acquisition, retention, and profitability
Correct! CRM involves focusing on the right customers and maintaining the satisfaction
and retention of those customers.
What is defined as the degree to which an individual will resist switching from one
offering to another? - correct answer Customer loyalty
Correct! Customer loyalty is the customer's desire to favor a product or organization
and resist the need to switch to a competitor.
, D174 UNIT 3 (Latest Update 2025 /
2026) Marketing Management Questions
with 100% Correct Verified Answers [Grade
A] - WGU
CRM is a cycle that involves following four elements. These four elements foster both
learning and action for marketers - correct answer Knowledge discovery
Market planning
Customer interaction
Analysis and refinement
Knowledge discovery - correct answer Organizational learning occurs through
analyzing all the information gained from customer touchpoints.
Market planning - correct answer Organizational action happens because the output
from the discovery is used to create marketing and customer strategies and plans.
Customer interaction - correct answer Organizational action happens through the
implementation of marketing strategies and plans.
Analysis and refinement - correct answer Organizational learning occurs in response
to the customer interaction and implemented strategies and plans.
Customer touch points and data mining are related to which element of the process
cycle for customer relationship management? - correct answer Knowledge discovery
Correct! Knowledge discovery is the part of the CRM process cycle that allows for
organizations to gain insights into customers and the market.
Customer touchpoints - correct answer are a company's contact with a customer,
from start to finish. For example, consider all the touchpoints associated with a trip to
the dentist. There is the phone call to make an appointment, a reminder text, checking
in, waiting in the lobby, waiting in the exam room, and a cleaning by the hygienist.
Which term explains how a customer-centric culture is supported throughout an
organization? - correct answer Formalization
Correct! Formalization allows strategies and programs to be successfully developed
toward goals related to customers. It means the structure, processes, and tools are
committed to supporting a customer-centric culture.
2026) Marketing Management Questions
with 100% Correct Verified Answers [Grade
A] - WGU
What is evaluated by the GDPR to decide whether personal data can be used? - correct
answer consent, contract, legal obligation, vital interests, public task, or legitimate
interests
Market research is a systematic process of obtaining data for decision-making. The
market research process consists of six steps: - correct answer define the research
problem, establish research design, search secondary sources, collect the data,
analyze the data, and report the findings
CRM - correct answer a process for managing all an organization's interactions with
its customers. When performed correctly, CRM helps a firm increase its revenue and
profits because it aligns the firm's structure and allocates resources to focus the
company on its relationship with customers
Two key metrics that marketers focus on within CRM are - correct answer customer
lifetime value (CLV) and return on customer investment (ROCI).
Customer Lifetime Value (CLV) - correct answer represents how valuable a customer
is on a purchase-by-purchase measurement and over the entire period of their
engagement with the organization.
Return on Customer Investment (ROCI) - correct answer helps the organization
prioritize how its resources are used. Some consumers are worth investing in over the
lifetime of a relationship based on their contribution to organizational sales and
profits.
Which of the following are objectives of customer relationship management (CRM)? -
correct answer Customer acquisition, retention, and profitability
Correct! CRM involves focusing on the right customers and maintaining the satisfaction
and retention of those customers.
What is defined as the degree to which an individual will resist switching from one
offering to another? - correct answer Customer loyalty
Correct! Customer loyalty is the customer's desire to favor a product or organization
and resist the need to switch to a competitor.
, D174 UNIT 3 (Latest Update 2025 /
2026) Marketing Management Questions
with 100% Correct Verified Answers [Grade
A] - WGU
CRM is a cycle that involves following four elements. These four elements foster both
learning and action for marketers - correct answer Knowledge discovery
Market planning
Customer interaction
Analysis and refinement
Knowledge discovery - correct answer Organizational learning occurs through
analyzing all the information gained from customer touchpoints.
Market planning - correct answer Organizational action happens because the output
from the discovery is used to create marketing and customer strategies and plans.
Customer interaction - correct answer Organizational action happens through the
implementation of marketing strategies and plans.
Analysis and refinement - correct answer Organizational learning occurs in response
to the customer interaction and implemented strategies and plans.
Customer touch points and data mining are related to which element of the process
cycle for customer relationship management? - correct answer Knowledge discovery
Correct! Knowledge discovery is the part of the CRM process cycle that allows for
organizations to gain insights into customers and the market.
Customer touchpoints - correct answer are a company's contact with a customer,
from start to finish. For example, consider all the touchpoints associated with a trip to
the dentist. There is the phone call to make an appointment, a reminder text, checking
in, waiting in the lobby, waiting in the exam room, and a cleaning by the hygienist.
Which term explains how a customer-centric culture is supported throughout an
organization? - correct answer Formalization
Correct! Formalization allows strategies and programs to be successfully developed
toward goals related to customers. It means the structure, processes, and tools are
committed to supporting a customer-centric culture.
