3.01 vocab

2. Focused on customer needs and wants
4. The customer's preference for a business; usually expressed in regular purchases from the business
6. loyalty
7. customer's preference for a business; usually expressed in regular purchases from the business
8. the opportunities that businesses have to connect with customers and reinforce their brand value
9. word of mouth promotion and referrals from current customers to new ones
11. PLAY
12. a business that stresses technology innovation and flexibility
14. All the opportunities that businesses have to connect with customers and reinforce their brand value
15. strategies, processes, technology, and people a business uses to build, maintain, and maximize the long-term value of customer relationships
17. The purchases a customer makes because of a long-term relationship s/he has established with a business
18. The company's configuration of employees for accomplishing specific business tasks; how the business is organized
20. relationship management
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

1. Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction
3. A business strategy in which an organization continuously evaluates its business processes to make them more effective and efficient
5. The values and ideals that an organization encourages among its employees
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
11. A measure of how well a business has met its customers' expectations
13. for a business provided by customers who tell others of their satisfaction with the business
16. promotion
19. Touch points