The Internet and other communications technologies imply greater likelihood of cross-cultural miscommunications and blunder

Utilitarian ethics require that fair criteria be used to assign benefits and burdens to affirmative action.

a. true b. false

Which of the following can a company do to reduce defection?

A) Attract new customers to try out the company's products. B) Increase customer lifetime value by increasing the non-monetary costs of products. C) Enhance the growth potential of existing customers through cross-selling and upselling. D) Distinguish the causes of customer attrition and identify those that can be managed better. E) Make low-profit customers more profitable or terminate the relationship.