Across
- 5. An approach that attempts to capture the financial contribution of each customer by determining the discounted value of sales and costs
- 6. The aggregation of relational assets and liabilities, associated with the firm's boundary-spanning employees and social networks linked to the offering or experience
Down
- 1. Changes in a person's motivation, ability, preferences, and consumption choices as they grow older
- 2. A stage where customers first evaluate and begin to deal with a firm, at or before first contact, where they start to learn about the firm's offerings
- 3. Communication by a customer about a seller to others, which can be positive or negative
- 4. An enduring desire to maintain a valued relationship