Vocab

4. The purchases a customer makes because of a long-term relationship s/he has established with a business
5. A business strategy in which an organizationcontinuously evaluates its business processes
6. The company's configuration of employees
11. The strategies, processes, technology, and people a business uses
12. The stage in the creation of a new product in which a working model may be tested, modified, and retested;
13. The strategies, processes, and policies
14. All the opportunities that businesses have to connect with customers and reinforce their brand value
15. word-of-mouth

1. The values and ideals that an organization encourages
2. Focused on customer needs and wants
3. A business strategy
7. Activities and benefits provided by a business to its customers to create goodwill
8. A measure of how well a business has met its customers' expectations
9. Publicity for a business provided by customers who tell others of their satisfaction with the business
10. The customer's preference for a business