Across
- 2. The strategies, processes, and policies a business uses to meet or exceed customer expectations and to provide customers with outstanding experiences at every touch point.
- 3. A business strategy that stresses technology, innovation, and flexibility to align an organization's objectives and activities with customer needs.
- 5. Areas of a business where customers have contact with the company and data might be gathered.
- 10. geographic concentrations of related, interdependent companies within an industry that use the same suppliers, labor, and distribution channels.
- 12. A culture in which the meaning of the communication act is inferred from the situation or location.
- 17. The process of gathering and analyzing information regarding customers; their details and their activities, in order to build deeper and more effective customer relationships and improve strategic decision making.
- 19. Computer programs that provide businesses with information about their customers; used to establish better relationships with top customers.
- 21. Describes a relationship between individuals and organizations.
- 22. The process of defining and promoting what you stand for as an individual.
Down
- 1. Customer's expression of a dissatisfaction.
- 4. The belief that giving customers good service should be a top priority of a business.
- 6. The strategies, processes, technology, and people a business uses to build, maintain, and maximize the long-term value of customer relationships.
- 7. A general rule or statement the business follows; a guideline for all employees to follow in making decisions about situations that occur often.
- 8. A business's agreement (spoken or unspoken) with customers that it will consistently meet their expectations and deliver on its brand characteristics and values.
- 9. A business strategy in which an organization continuously evaluates its business processes to make them more effective and efficient.
- 11. A sales technique in which a higher priced product than the one originally requested by the customer is suggested.
- 13. Focused on customer needs and wants
- 14. A culture that relies more on verbal communication than on nonverbal communication.
- 15. A sales technique where a different product or service is sold to an existing customer.
- 16. Occurs when a company knows enough about a customer's likes and dislikes that it can fashion offers more likely to appeal to that person.
- 18. The division of a total market into smaller, more specific groups.
- 20. A name, term, sign, symbol, or design, or a combination of these, that identifies the products or services of one seller or group of sellers and differentiates them from those of competitors.