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11. Happy employees create happy customers and shareholders. As the marketing director of a…

11. Happy employees create happy customers and shareholders. As the marketing director of a service company, you believe that employee satisfaction is a necessary prerequisite for customer satisfaction and firm success. Explain and convince your company to use the service-profit chain. You are required to show the service-profit chain diagram.

22. According to research, a 5% increase in customer retention rate led to an increase in the net present value of customers by between 25% and 95% across a wide range of industries. Imagine you are a marketing manager of Oppo how can you relate the research findings with the company’s customer lifetime value (CLV) strategies. Explain the three (3) importance of CLV to your company.

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