Across
- 4. A model for managing a company’s interactions with its current and future customers; the use of technology to organize, automate, and synchronize sales, marketing, customer service, and technical support
- 8. Effects that exist when an increase in the size or usage of a product expands the range of complementary products, which in turn increase the value and usage of the original product
- 9. A group of customers acquired within the same time frame
- 11. Purchase decisions in which consumers consider all of the attributes that are relevant, making trade-offs between and among those attributes
- 14. Purchase decisions that require little effort, happen quickly, and are perceived by consumers as having low risk
- 16. The set of assets linked to a brand’s name that adds to or subtracts from the value of that product or service
- 18. The components of an effective marketing strategy, typically involving the 4Ps
- 21. The total customer lifetimevalue (CLV) of current and future expected customers
- 22. Valuing an asset using the time value of money
- 23. Purchase decisions in which consumers settle for an alternative that is “good enough” or that passes some acceptable threshold
- 24. Any point of contact between a buyer and a seller
- 25. Purchase decisions in which consumers consider some, but not all, of a product’s attributes, and ignore potential tradeoffs between those attributes
Down
- 1. Financial measure of the cost of capital for a company; a weighted average of cost of loans and equity
- 2. The cost of funds used to finance a business, typically the cost of equity or the cost of debt (interest rate)
- 3. A method to assess customer portfolio health by asking existing customers whether they will be likely to recommend your brand, on a scale of 0 to 10. It is calculated as the difference between the percentage of detractors (those who responded 0-6 on thee scale) and promoters (those who responded 9 or 10). Passives are those who responded 7 or 8
- 5. Purchase decisions that entail a subjective liking for one option over another
- 6. Purchase decisions in which consumers are motivated to purchase the best alternative they can
- 7. The idea that people who are similar to one another are more likely to know each other in a social network
- 10. Purchase decisions in which the buyer is fully engaged, the decision making tends to be effortful, the time frame tends to be relatively long, and the consequences of making a good versus a bad choice tend to be great and visible
- 12. The expected value of a customer, consisting of future contributions (revenue less direct and attributable costs) and taking into account that the customer could leave in the future and time value of money
- 13. One hundred percent minus the customer retention percentage rate
- 15. The expected value of referrals by a customer
- 17. Purchase decisions that entail a deliberative, information-based processing of relevant product characteristics
- 19. A performance measure used to evaluate the efficiency of an investment or to compare the efficiency of a number of investments
- 20. The set of individuals who affect, influence, and take part in a decision to buy