CR016 Vocabulary Crossword Puzzle

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Across
  1. 2. The strategies, processes, technology, and people a business uses to build, maintain, and maximize the long-term value of customer relationships
  2. 5. _____________ culture The values and ideals that an organization encourages among its employees
  3. 10. The strategies, processes, and policies a business uses to meet or exceed customer expectations and to provide customers with outstanding experiences at every touchpoint
  4. 11. All the opportunities that businesses have to connect with customers and reinforce their brand
  5. 12. Word-of-mouth __________ Publicity for a business provided by customers who tell others of their satisfaction with the business
  6. 13. _____________ improvement A business strategy in which an organization continuously evaluates its business processes to make them more effective and efficient
  7. 15. Customer ____________ Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction
Down
  1. 1. __________ development 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)
  2. 3. ___________ buying The purchases a customer makes because of a long-term relationship s/he has established with a business
  3. 4. Customer ____________ A measure of how well a business has met its customers’ expectations
  4. 6. Customer ____________ The customer’s preference for a business; usually expressed in regular purchases from the business
  5. 7. Word-of-mouth promotion and referrals from a business’s current customers to its potential customers
  6. 8. Customer ____________ Focused on customer needs and wants
  7. 9. _____________ process management A business strategy that stresses technology, innovation, and flexibility to align an organization’s objectives and activities with customer needs
  8. 14. ___________ structure The company’s configuration of employees for accomplishing specific business tasks; how the business is organized