| A | B |
|---|
| marketing | processes for creating offerings that have value for customers |
| exchange | people giving up something in order to receive something they would rather have |
| production orientation | philosophy that focuses on internal capabilities of firm rather than on desires/needs of marketplace |
| sales orientation | ideas that people will buy more goods/services if aggresive sales techniques are used |
| includes the idea that high sales result in high profits | sales orientation |
| marketing orientation | 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 |
| societal marketing orientation | the idea that an organization exists not only to satisfy customer wants and needs to meet organizational objective but also to preserve or ehance individual's & society's best interests |
| customer value | relationship between benefits & sacrifice necessary to obtain those benefits |
| customer satisfaction | customer's evaluation of a good or service in terms of whether it has met their expectations |
| relationship marketing | strategy focusing on keeping & improving relationships with current customers |
| empowerment | delegation of authority to solve customers' problems quickly, usually by the 1st person customer notifies regaring problem |
| teamwork | collaborative efforts of people to accomplish common objectives |
| customer relationship management | business strategy designed to optimize profitability, revenue & customer satisfaction by focusing on customer groups |
| CRM | customer relationship managemetn |
| CRM relies on | focusing on highly defined and precise customer groups |
