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1 Sometimes the use of old technology in sales is more effective than new technology.
(A) True
(B) False
2 A firm must be market-oriented in order to be profitable.
(A) True
(B) False
3 New technology is sometimes resisted by employees.
(A) True
(B) False
4 A company should never fire a customer.
(A) True
(B) False
5 When identifying value-added services, a company should look inward and rely on a
thorough evaluation of internal processes.
(A) True
(B) False
6 The lifetime value of a customer is the sum of the estimated stream of future profits.
(A) True
(B) False
7 Firing a customer is bad for business and decreases profitability.
(A) True
(B) False
8 Getting customers to commit to your products in the long run is customer loyalty.
(A) True
(B) False
9 CRM data warehouses can sometimes cause problems with employee ethics.
(A) True
(B) False
10 When benefits realized by a customer are less than the cost of the relationship with the
seller, the customer value is high.
(A) True
(B) False
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