Across
- 4. % of business in a category given by customer to a firm
- 6. Core service supported by other types of services
- 8. Database marketing
Down
- 1. Extent to which customers are willing to accept variations in service levels
- 2. _____ calls are made to customers immediately after a transaction to get feedback
- 3. Probing unsatisfactory or satisfactory incidents of customers
- 5. _________ costs that inhibit a customer from shifting to a competitor
- 7. Understanding unique, offbeat customer requirements and customizing service