Chapter 1 Flashcards
Customer Relationship Management (CRM)
A companywide business strategy designed to optimize proftiability, revenue, and CUSSTOMER satisfaction by fcuising on highly defined and precise customer GROUPS!!
Customer Satisfaction
customers evaluation for good or bad service
customer value
benefits and the sacrifice necessary to obtain benefits
empowerment
delegation of authority to solve customers’ problems quickly—usually by the first person the customer notifies regarding a problem
market orientation
a philosophy that ssumes that a sale does not depend on an aggresive sales forece but rather on a customers DECISION to purchas a product; its hand in hand with the MARKETING CONCEPT
BENEFITS THAT CUSTOMERS SEEK!! OUTWARD SATIFYING WANTS AND NEEDS SPECIFIC GROUPS OF PEOPLE CUSTOMER SATISFACTION COORDINATED USE OF MARKETING ACTIVITES
Marketing concept
the idea that the social and economic justifation for an organizations exisitence is the satification of customer wanst an needs while meeting organizized obkectibes
production orientation
focuses on the INTERNAL capabilities
relationship marketin
CURRENT CUSTOMERS
sales orientation
idea that people will buy more good and services if aggresive sales techniques are used and that high sales result in high profits!!!
GOODS AND SERVISES INWARD EVERYBODY MAXIMIEZS VOLUME PRIMARILY PROMOTION
societal marketing orientation :) every one!!
organization exists not only to satifsy customer wants and needs and to meet organization obj. BUT also to preserve individuals AND societies long term interest
conditions for exchange
atleast two parties something of value communication or delivery freedom to accept or reject desire to deal with other parties
Four marketing >:o
Production
Sales
Market
Societal
PMSS!!!!!!
