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CRM3.01

Business management 1

TermDefinition
Advocacy Word-of-mouth promotion and referrals from a buisness's current customers to its potenials customers
Buisness process management A business strategy that stresses technology ,innovation ,and flexibility to align an organization's objectives and activities with customers needs
Continuous improvement A business strategy in which an organization contnuously evalutes its business processes to make them more effective and efficient
Corporate culture The values and ideas that an organization encourages among its employees
Customer experience management The strategies ,processses ,and policies a business uses to meet or exceed customer expe
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 , maitain ,and maximize the long -term value of customer relationship s
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 customer needs and wants
Organizational structure The company's configuration of employees for accomplishing specific business tasks; how the business ir organized
Product development The stage in the creation of a new product
Relationship buying The Purcahses a customer makes because of a long-term relationship s/he has established with a business
Touchpoints All the opportunities that business have to connect with customers and reinforce their bond
Word-of-mouth promotion Publicity for a business provided by customers who tell others of their satisfaction with the business
Created by: ashley.p709
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