Chapter 10

3. a marketing term that is used to describe how well an organization is doing in providing products and services that meet or exceed a customers needs and expectations
6. an incentive program offered by an organization to reward customers for spending money and purchasing products and services
8. relationship of two organizations through which the partners are able to build a larger and stronger competitive presence in the marketplace
9. refers to the number of customers who leave a supplier during a given time period
11. ongoing friendships with customers focused on making them feel comfortable with an organization and its service providers and enhancing customer loyalty
12. Total quality management
13. backup systems or procedures that are implemented when regular ones break down or fail to function as intended
14. Key element in cementing interpersonal relationships

1. terms used to describe the tendency of customers to return a product or organization regularly because of the service and satisfaction they recieve
2. technical assistance research program
3. phrase that refers to any formula used to calculate the cost of acquiring new customer or replacing
4. an approach to sales and services that integrates desktop, mobil, and telephone with traditional face to face acess in order to provide a seamless service experience for customers
5. a set of standards, often developed by employees that guide the conduct of all employees
6. customer relationship management
7. five step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected
8. instances in which a customer with a service provider some other aspect of an organization
10. a phrase popularized by Scaninavian Airlines Systems President Jan Carlzon in his popular 1987 book of the same name. It is defined as any instance