MQM 385 Actual Questions and Correct Answers

MQM 385 Actual Questions and Correct Answers



Q1
reach
Answer: the reach dimension of relationships with customers is concerned with the
firms access and connection to customers. firms seek to extend their reach adding
customers in the process of doing so reach is an especially critical dimension for social
networking sites the value these firms create for users is to connect them with others




Q2
richness
Answer: the second dimension of firms relationships with customers is concerned with
the depth and detail of the two way flow of information between the firm and the
customer




Q3
affiliation
Answer: the third dimension is concerned with facilitating useful interactions with
customers viewing the world through the customers eyes and constabtly seeking ways
to create more value for the customer have positive efffects in terms of affiliation this
approach enhances customer satifaction and produces fewer customer complaints




Q4
market segmentation
Answer: dividing customers into groups based on their needs, a process that clusters
people with similar needs into individual and identifiable groups




Q5
strategic perspective
Answer: a basic need of all customers is to buy products that create value for them
generalized form of value is low cost with acceptable features or highly differentiated
features with acceptable cost the most effective firms continuously strive to anticipate
changes in customers needs. they also demand fast service