Across
- 2. - a company-wide business strategy designed to optimize profitability, revenue, and customer satisfaction by focusing on highly defined and precise customer groups
- 4. - collaborative efforts of people to accomplish common objectives
- 5. - a philosophy that assumes that a sale does not depend on an aggressive sales force but rather on a customer’s decision to purchase a product; it is synonymous with the marketing concept
- 8. - delegation of authority to solve customers’ problems quickly—usually by the first person the customer notifies regarding a problem
- 9. - the idea that an organization exists not only to satisfy customer wants and needs and to meet organizational objectives but also to preserve or enhance individuals’ and society’s long-term best interests
Down
- 1. - customers’ evaluation of a good or service in terms of whether it has met their needs and expectations
- 3. - a philosophy that focuses on the internal capabilities of the firm rather than on the desires and needs of the marketplace
- 5. - the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large
- 6. - the relationship between benefits and the sacrifice necessary to obtain those benefits
- 7. Orientation - the belief that people will buy more goods and services if aggressive sales techniques are used and that high sales result in high profits