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matashola matashola
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6 years ago
For what reason might the percentage of dissatisfied customers not result in an immediate decrease in sales or net profits?
a.   It often takes time for customers to make a change in product or supplier.
b.   Dissatisfied customers do not produce high revenues for the firm to begin with.
c.   They will continue to buy the firm’s product or services because their switching costs are usually too high.
d.   Sales and net profits are measured over a 3- to 5- year period.
e.   The measures of sales and net profits are not tied directly to customer satisfaction.
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Market Based Management

Market Based Management


Edition: 5th
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#1NuggetsFan#1NuggetsFan
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matashola Author
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6 years ago
Thanks for providing this
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