The costs incurred beyond the split-off point are called
a. split-off point costs.
b. incremental costs.
c. joint product costs.
d. by-product costs.
B
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Personal channel of communication includes direct contact, such as a sales force or salespeople in a retail channel
Indicate whether the statement is true or false
Fixed costs divided by contribution margin ratio gives break -even point in units
Indicate whether the statement is true or false
Answer the following statement(s) true (T) or false (F)
1. CRM applications are used for customer relationship management. 2. The use of CRM alone is often sufficient to ensure customer satisfaction. 3. The customer service process provides direction for the design and delivery of high-value customer service activities. 4. Service recovery is an attempt by a firm to recover from a customer service failure. 5. Customers should be segmented prior to customer information being collected.
?____ strategy determines the means for utilizing resources in the functional areas of marketing, production, finance, research and development, and human resources to achieve the organization's goals.
A. ?Corporate B. ?Business-unit C. ?Marketing D. ?Mission statement E. ?Marketing mix