| A | B |
|---|
| Making businesses more effective and efficient | continuous improvement |
| interactions between a customer and a business | touch points |
| word of mouth promotions and referrals from your customers | advocacy |
| focused on the customers needs and wants | customer-centric |
| the alignment of customers wants and needs using innovation, flexiblity, and technology | business process management |
| the values and ideals that an organization encourages among its employees | company culture |
| providing existing customers the opportunity to purchase additional items offered by the seller | cross selling |
| the process of gathering and analyzing information regarding customers | customer intelligence |
| seller induces the customer to purchase more expensive items, upgrades, or other add-ons | up selling |
