Marketing Management

just answer the question, total no more than one page. 

you need to go to .then open marketing performance tools and follow the front number of the questions, find the tool of each question. You need to follow the instruction and type the number on the tools,then screenshot the tools .and answer the questions in short. remember, answer each question separately.

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The following marketing performance tools and application exercises outlined here will add to your understanding of the ways customer performance affects profitability. To access them, go to You can determine the answers to the questions listed for each marketing performance tool by entering data included in the questions. You can also enter other data to see the results, and you can save your work. Each marketing performance tool is based on the Chapter figure/table referenced in parentheses.

As you work on the assignment, make sure to enter you thoughts in the comments section for each question. For example if the question states “How would average customer sales and average customer profit change for…” – comment on your findings.

1.1 Customer Satisfaction and Profitability (Figure 1-6)

How would average customer sales and average customer profit change for a business with 10 percent “very satisfied” customers, 35 percent “satisfied” customers, and 55 percent “somewhat satisfied” customers?

How would the average customer sales and average customer profit change if this business was able to shift customer satisfaction to 35 percent “very satisfied,” 35 percent “satisfied,” and 30 percent “somewhat satisfied”?

1.2   Customer Retention (Figure 1-7)

How would customer retention change if the percentage of all dissatisfied customers decreased to 15 percent and the percentage of all satisfied customers increased to 85 percent

Using the original data, how would customer retention change if the percentage of customers who complained increased from 10 to 50 percent?

(For question 1.5, need to read the ppt that I upload and calculate the question. There are no tools for this one.)

1.5 Customer Retention and Profitability (Figure 1-8) (not available online)

How would net marketing contribution change if the customer retention changed to 75%

What is the Pre-tax returns on Sales if if the customer retention chang

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