Customer retention

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Across
  1. 4. When an enterprise established a reward or scheme such as giving 'money off' deals to existing customers.
  2. 6. The degree to which the product supplied by an enterprise, and the quality of the service provided in selling those products, meet or exceed the expectations of the customer.
  3. 7. A person employed by a market research firm to visit retail establishments, posing as a casual shopper, to collect information on products and the quality of service.
  4. 9. The percentage of the total revenue or sales in the market
Down
  1. 1. The ability of a company or product to retain its customers over a period of time.
  2. 2. Dealing with complaints by minimising the effect of the complaint as much as possible by trying to rectify the situation.
  3. 3. A small number of people who are brought together to give feedback on a specific product or service.
  4. 5. An enterprise needs to be able to demonstrate that it understands it knows its customers, that it is able to satisfy their needs and make them feel valued and respected.
  5. 8. An enterprise will be better able to retain existing customers by offering new products and have regular promotions.