Across
- 2. All the opportunities that businesses have to connect with customers and reinforce their brand
- 6. Word-of-mouth promotion and referrals from a business's current customers to its potential customers
- 9. The strategies, processes, technology, and people a business uses to build, maintain, and maximize the long-term value of customer relationships
- 13. The company's configuration of employees for accomplishing specific business tasks; how the business is organized
- 14. Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction
- 15. The values and ideals that an organization encourages among its employees
Down
- 1. Focused on customer needs and wants
- 3. The customer's preference for a business; usually expressed in regular purchases from the business
- 4. A business strategy that stresses technology, innovation, and flexibility to align an organization's objectives and activities with customer needs
- 5. A measure of how well a business has met its customers' expectations
- 7. The strategies, processes, and policies a business uses to meet or exceed customer expectations and to provide customers with outstanding experiences at every touchpoint
- 8. The purchases a customer makes because of a long-term relationship s/he has established with a business
- 10. A business strategy in which an organization continuously evaluates its business processes to make them more effective and efficient
- 11. Publicity for a business provided by customers who tell others of their satisfaction with the business
- 12. The stage in the creation of a new product in which a working model may be tested, modified, and retested; production costs are estimated and final details of the product are planned (e.g., label, promotion, and distribution)