Across
- 4. A market ________ is a combination of products, services, experiences and information offered to a market
- 6. This stands for the value of the entire stream of purchases that a customer makes over his/her lifetime
- 10. This may lead to negative reviews and a bad reputation
- 11. CRM is short for Customer _________ Management
- 12. The 4/7 P's are the ____ of a marketer
Down
- 1. The marketing process creates and ______ value in return
- 2. The major difference of a service from a physical product
- 3. This means that satisfied customers will buy again from the same company
- 5. A need is a state of felt _______
- 7. This happens when a product performs even better than a customer expected
- 8. A market refers to actual and potential ________
- 9. This is the difference between the benefits and costs incurred in buying a product