Across
- 2. likelihood that a customer comments positively about a seller to others
- 4. most important measure of value creation in CRM (historically)
- 8. Relationship ..........
- 9. Customer dynamic ........ approach
- 10. Name of the company in the case
- 12. The customer ......... (the one with the tiers)
Down
- 1. A kind of approach
- 3. Part of the A stage in the AER model
- 5. The ones buying a product/service
- 6. Customers not targeted by a program
- 7. managing customer .......
- 10. Way to measure relationship equity
- 11. Factor that Leverages Relationship Marketing Delivery Effectiveness