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| The activity, set of institutions, and processes for creating, communicating, delivering and exchanging offerings that have value for customers, clients, partners, and society at large. |
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| People giving up something in order to receive something they would rather have. |
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| A philosophy that focuses ont he internal capabilities of the fim rather than on the desires and needs of the marketplace. |
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| The ideas that people will buy more goods and services if aggressive sales techniques are used and that high sales result in high profits. |
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| The idea that the social and economic justification for an organization's existence is the satisfaction of customer wants and needs while meeting organizational objectives. |
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| A philosophy that assumes that a sale does not depend on an aggressive sales force but rather on a customer's decision to purchase a product; it is synonymous with the marketing concept. |
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| societal marketing orientation |
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| The idea that an organization exists not only to satisfy customer wants and needs and to meet organizational objectives but also to preserve or enhance individuals' and society's long-term best interests. |
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| The relationship between benefits and the scrifice necessary to obtain those benefits. |
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| Customers' evaluation of a good or service in terms of whether it has met their needs and expectations. |
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| A strategy hat focuses on keeping and improving relationships with current customers. |
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| Delegation of authority to solve customers' problems quickly - usually by the first person the customer notifies regarding a problem. |
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| Collaborative efforts of people to accomplish common objectives. |
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| customer relationship management (CRM) |
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Definition
| A company-wide business strategy designed to optimize profitability revenue, and customer satisfaction by focusing on highly defined and precise customer groups. |
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Term
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Definition
| The relationship between benefits and the scrifice necessary to obtain those benefits. |
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Term
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Definition
| Customers' evaluation of a good or service in terms of whether it has met their needs and expectations. |
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Term
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Definition
| A strategy that focuses on keeping and improving relationships with current customers. |
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Term
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Definition
| Delegation of authority to solve customers' problems quickly - usually by the first person the customer notifies regarding a problem. |
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Term
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Definition
| Collaborative efforts of people to accomplish common objectives. |
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Term
| customer relationship management (CRM) |
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Definition
| A company-wide business strategy designed to optimize profitability revenue, and customer satisfaction by focusing on highly defined and precise customer groups. |
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