Explain the critical importance of customer service and its relationship to internal and external marketing.

Explanation should include

• the meaning of the term customer service
• a summary of the customer life cycle
• the relation of customer service to internal marketing and the marketing concept.

Process/Skill Questions:

• How is customer satisfaction reflected in pricing and distribution decisions?
• Why is customer service such a critical part of marketing plan?
• How is customer satisfaction reflected in product and/or service mix decisions?
• What is the relationship between customer satisfaction and corporate profitability?