Section 1
Word-of-mouth promotion and referrals from a business’s current customers to its potential customers
What is Advocacy
A business strategy that stresses technology, innovation, and flexibility to align an organization’s objectives and activities with customer needs
What is Business process management
The company’s configuration of employees for accomplishing specific business tasks; how the business is organized
What is Organizational structure
A business strategy in which an organization continuously evaluates its business processes to make them more effective and efficient
What is Continuous improvement
The values and ideals that an organization encourages among its employees
What is Corporate culture
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
What is Product development
The strategies, processes, and policies a business uses to meet or exceed customer expectations and to provide customers with outstanding experiences at every touch point
What is Customer experience management
The customer’s preference for a business; usually expressed in regular purchases from the business
What is Customer loyalty
The purchases a customer makes because of a long-term relationship s/he has established with a business
What is Relationship buying
The strategies, processes, technology, and people a business uses to build, maintain, and maximize the long-term value of customer relationships
What is Customer relationship management
Focused on customer needs and wants
What is Customer-centric
All the opportunities that businesses have to connect with customers and reinforce their brand value
What are Touch points
Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction
What is Customer service
A measure of how well a business has met its customers’ expectations
What is Customer satisfaction
Publicity for a business provided by customers who tell others of their satisfaction with the business
What is Word-of-mouth promotion