3.01 vocab

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Across
  1. 2. Focused on customer needs and wants
  2. 4. The customer's preference for a business; usually expressed in regular purchases from the business
  3. 6. loyalty
  4. 7. customer's preference for a business; usually expressed in regular purchases from the business
  5. 8. the opportunities that businesses have to connect with customers and reinforce their brand value
  6. 9. word of mouth promotion and referrals from current customers to new ones
  7. 11. PLAY
  8. 12. a business that stresses technology innovation and flexibility
  9. 14. All the opportunities that businesses have to connect with customers and reinforce their brand value
  10. 15. strategies, processes, technology, and people a business uses to build, maintain, and maximize the long-term value of customer relationships
  11. 17. The purchases a customer makes because of a long-term relationship s/he has established with a business
  12. 18. The company's configuration of employees for accomplishing specific business tasks; how the business is organized
  13. 20. relationship management
  14. 21. The stage in the creation of a new product in which a working model may be tested, modified, and retested; production costs are estimated and final details of the product are planned, e.g., label, promotion, and distribution
Down
  1. 1. Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction
  2. 3. A business strategy in which an organization continuously evaluates its business processes to make them more effective and efficient
  3. 5. The values and ideals that an organization encourages among its employees
  4. 10. The strategies, processes, and policies a business uses to meet or exceed customer expectations and to provide customers with outstanding experiences at every touch point
  5. 11. A measure of how well a business has met its customers' expectations
  6. 13. for a business provided by customers who tell others of their satisfaction with the business
  7. 16. promotion
  8. 19. Touch points