Ch. 1 key terms_a-e

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Across
  1. 4. the ability of a company to turn customers into repeat buyers and prevent them from switching to a competitor
  2. 8. the ratio of the perceived benefits relative to the costs incurred by the customer in acquiring the product or service
  3. 9. process that emphasizes trustworthy, transparent, social, and culturally sensitive marketing policies
  4. 10. a person or institution that purchases goods or services
Down
  1. 1. total combined customer lifetime values of all the company’s customers
  2. 2. an added value that a customer might receive from a seller without prior expectation or request for the same
  3. 3. the final user of a purchased product or service
  4. 5. the process of satisfying a need or want by giving something of value in exchange
  5. 6. an ongoing positive relationship between a customer and a business
  6. 7. a physical good, service, or experience that consumers expect will satisfy their wants and/or needs