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BM016

Objective101

TermDefinition
advocacy word-of-mouth promotion and referrals from a business current customers to its potential customers
business process management a business strategy that stress technology , innovation, and flexibility to align an organization objectives and activities with customer needs
continuous improvement a business strategy in which an organization continuality evaluates its business processes to make them more effective and efficient
corporate culture the values and ideals that an organization encourages among its employees
customer experience management the strategies, processes, and polices a business uses to meet or exceed customer expectations and to provide customers with out standing experience at every touch point
customer loyalty the customer's preference for a business; usually expressed in regular purchases from the business
customer relationship management the strategies, processes, technology, and people a business uses to build, maintain and maximize the log term value of customer relationships
customer satisfaction a measure of how well a business has met its customer's expectations
customer service activates and benefits provide by a business to its customers to create goodwill and customer satisfaction
customer centric focused on customer needs and wants
organizational structure the company's configuration of employees for accomplishing specific business task; how the business is organized
product development the stage in the creation of a new product in which a working model may be tested, modified , and retested; production cost are estimated and final details of the product are planed, e.g., label, promotion, and distribution
relationship buying the purchase a customer makes because of a long-term relationship s/he has established with a business
touch points all the opportunities that businesses have to connect with customers and reinforce their brand value
word-of-mouth promotion publicity for a business provided by customers who tell others their satisfaction with the business
Created by: jorge.115s
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