SM2

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Across
  1. 4. % of business in a category given by customer to a firm
  2. 6. Core service supported by other types of services
  3. 8. Database marketing
Down
  1. 1. Extent to which customers are willing to accept variations in service levels
  2. 2. _____ calls are made to customers immediately after a transaction to get feedback
  3. 3. Probing unsatisfactory or satisfactory incidents of customers
  4. 5. _________ costs that inhibit a customer from shifting to a competitor
  5. 7. Understanding unique, offbeat customer requirements and customizing service