Club membership programs that are open to everyone who purchases a product or service__（）
A. are more powerful long-term loyalty builders than limited-membership clubs
B. will not help a company attract customers from competitors
C. prevent those with only a fleeting interest in a company’s products from joining
D. are useful for building a database of customers but are not very good as long-term loyalty builders
E. are useless unless there are fees and membership conditions
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A customer touch point for Abacus Airlines would be an item such as__（）
A. ease of access to the airport
B. a mechanic’s ability to service the airplanes
C. the reservations desk
D. the value of air travel versus surface transportation
E. competency of a travel agent
__ describes the net present value of the stream of future profits expected over the customer’s lifetime purchases（）
Activity-based costing
B. Customer lifetime value
Customer value analysis
D. Customer-perceived value
E. Customer profitability analysis
Customer profitability analysis is best conducted with the tools of an accounting technique called__（）
A. input-output analysis
B. factor analysis
C. revenue-based costing
D. activity-based costing
E. future date costing
Cable TV operators and cellular carriers suffer from high levels of__, or customer defections（）
A. customer retention
B. customer churn
C. detraction
D. share-of-wallet
E. customer complaints
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