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CR-016 Glossary
VROOM VROOM VROOM VROOM, HEARD THATS HOW IT ROARRR
| Term | Definition |
|---|---|
| Advocacy | Word-of-mouth promotion and referrals from a business' current clients to 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 set of values, ideas, and attitudes that is learned and shared among the members of an organization |
| Customer experience management | 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. |
| 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 customer 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 | a philosophy under which the company focuses on the needs and wants of the consumer. |
| Organizational structure | The company's configuration of employees for accomplishing specific business tasks. How it's 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, e.g., label, promotion, and distribution |
| Relationship buying | The purchases a customer makes because of a long-term relationship s/he has established with a business |
| Touch points | All the opportunities which businesses have to connect with customers and reinforce their brand value. |
| Word-of-mouth promotion | Promotion/Publicity for a business provided by customers who tell others of their satisfaction with the business |
Created by:
KingZeke13
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