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3.01 CRM
| Term | Definition |
|---|---|
| advocacy | word-of-mouth promotion and referrals from a business's current customers to its potential customers |
| business process management | a business strategy that stresses technology, innovation, and flexibility to align an organization's objectives and activities with customer needs |
| advocacy | word-of-mouth promotion and referrals from a business's current customers to its potential customers |
| business process management | a business strategy that stresses technology, innovation, and flexibility to align an organization's objectives and activities with customer needs |
| continuous improvement | a business strategy in which an organization continuously evaluates its business processes to make them more effective and efficient |
| corporate culture | the values and ideals that an organization encourages among its employees |
| corporate culture | the values and ideals that an organization encourages among its employees |
| customer experience management | the strategies, processes, and policies a business use to meet or exceed customer expectations and to provide customers with outstanding experiences at every touchpoint |
| 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 long-term value of customers relationships |
| customer satisfaction | a measure of how well a business has met its customers' expectations |
| customer service | activities and benefits provided by a business to its customers to create goodwill and customer satisfaction |
| customer-centric | focused on the customer needs and wants |
| organizational structure | the company's configuration of employees for accomplishing specific business tasks; 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 costs are estimated and final details of the product are planned |
| relationship buying | the purchases a customer makes because of a long-term relationship s/he has established with a business |
| touchpoints | all the opportunities that businesses have to connect with customers and reinforce their brands |
| word-of-mouth promotion | publicity for a business provided by customers who tell others of their satisfaction with the business |
Created by:
maydrin.r559
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