Across
- 3. overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction
- 7. the total combined customer lifetime values of all of the company’s current and potential customers
- 11. combination of products, services, information, or experiences offered to a market to satisfy a need or a want
- 12. achieving organizational goals depends on knowing the needs and wants of target markets
- 14. The value of entire stream of purchases that the customer would make over a lifetime of patronage
- 15. human wants that are backed by buying power
- 16. the form human needs take as they are shaped by culture and individual personality
- 18. engaging customers and managing profitable customer relationships
- 19. he customer’s evaluation of the difference between all the benefits and all the costs of a market offering relative to those of competing offers
Down
- 1. the art and science of choosing target markets and building profitable relationships with them
- 2. holds that consumers will favor products that are available and highly affordable
- 4. the mistake of paying more attention to the specific products they offer than to the benefits and experiences produced by these products
- 5. depends on the product’s perceived performance relative to a buyer’s expectations.
- 6. the set of actual and potential buyers of a product or service
- 8. consumers will not buy enough of the firm’s products unless it undertakes a large-scale selling and promotion effort
- 9. consumers will favor products that offer the most in quality, performance, and innovative features
- 10. The act of obtaining a desired object from someone by offering something in return
- 13. satisfied customers initiate favorable interactions with others about a brand
- 17. states of felt deprivation