Chapter 14

2. An analysis that reveals customers most likely to buy from a firm in the future because they have made purchases recently, frequently, and in amounts that exceed some established minimum.
9. Behavioral patterns and values that characterize a group of consumers in a target market.
11. Goal-directed forces that organize and give directions to the tension caused by unsatisfied needs.
13. The process of grouping things that are perceived as being similar.
16. A group of brands that a consumer is both aware of and willing to consider as a solution to a purchase need.
17. Small groups that an individual allows to influence their behavior.
18. The features or characteristics of a product or service that customers use for comparison.
19. Divisions within a society having different levels of social prestige.
20. An interaction between a business and its customers.
21. A principle that maintains that 80 percent of a company's sales will come from 20 percent of its customers.

1. a company-wide business strategy designed to optimize profitability, revenue, and customer satisfaction by focusing on specific customer groups.
3. The total profit expected from all future sales to a customer.
4. A process of identifying customers who fit into smaller, more homogeneous
5. The psychological tension or anxiety that occurs when a customer has second thoughts immediately following a purchase.
6. A collection of information about a customer as defined by CRM goals including personal, demographic, lifestyle, and transaction data; online habits; past responses; and complaint history
7. An enduring opinion, based on a combination of knowledge, feelings, and behavioral tendencies.
8. An approach that recognizes that, with every interaction, customers learn something about a company that will affect their desire to do business there in the future.
10. An association between a business and a customer that begins (or ends) with a purchase or business deal.
12. A group member who plays a key communications role.
14. The starting point for all behavior.
15. The individual processes that give meaning to the stimuli confronting consumers.