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Definition
| an emotional attachment to a brand, company, or salesperon |
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Term
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Definition
| the first phase in the development of a buyer-seller relationship, in which salespeople locate and quality prospects and buyers consider various sources of supply |
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Definition
| the purchase of the same product from the same vendor over time |
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Term
| boundary-spanning employees |
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Definition
| those employees who cross the organizational boundary and interact with customers or vendors |
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Definition
| the fourth stage in the development of a buyer-seller relationship in which the buyer and seller have implicitly pledged to continue the relationship for an extended period of time |
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Definition
| whether the salesperson knows what he or she is talking about |
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Definition
| selling approach based on keeping the customer's interests paramount |
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Definition
| fulfillment of the buyer's expectations and needs |
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Term
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Definition
| the act of the salesperson living up to promises made; is not something a salesperson can demonstrate immediately |
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Term
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Definition
| the process of terminating the relationship; can occur because of poor performance, clash in culture, change in needs, and other factors |
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Term
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Definition
| the third phase in the development of a relationship, in which it takes a significant effort to share information and further investigate the potential relationship benefits |
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Term
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Definition
| the second phase in the development of a relationship, in which both buyers and sellers explore the potential benefits and costs associated with the relationship |
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Term
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Definition
| series of market exchanges between a buyer and a seller, linked together over time. Characterized as win-lose relationships |
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Term
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Definition
| combination of truthfulness and sincerity; highly related to dependability |
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Term
| knowledge management technology |
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Definition
| information technology that captures knowledge from people, organizes that knowledge, and makes it available to others |
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Term
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Definition
| company that faces and resolves needs months or years ahead of the rest of the marketplace |
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Term
| lifetime customer value (LCV) |
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Definition
| the sum of the customer's purchases over its entire life |
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Term
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Definition
| behaving in a friendly manner and finding a common ground between the buyer and seller |
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Definition
| relationship that involves a short term transaction between a buyer and a seller that do not expect to be involved in future transactions with each other |
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Term
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Definition
| tangible investments in the relationship by both parties |
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Term
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Definition
| long-term business relationship in which the buyer and seller have a close, trusting relationship but have not made significant investments in the relationship |
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Term
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Definition
| both the buyer and the seller pursue their own self-interests because they do not plan on doing business together again |
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Term
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Definition
| long-term business relationship in which the buyer and seller have made significant investments to improve the profitability of both parties in the relationship |
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Term
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Definition
| marketing that seeks to win customers by building the right type of relationship desired by those customers |
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Term
| supplier relationship management (SRM) |
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Definition
| the use of technology and statistics to identify important suppliers and statistics to identify important suppliers and opportunities for cost reduction, greater efficiency and other benefits |
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Term
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Definition
| firm belief or confidence in the honesty, integrity, and reliability of another person |
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Term
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Definition
| the total benefit that the seller's products and services provide to the buyer. Also, the customer's perceived benefit minus the selling price and minus the costs and hassles of buying |
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Term
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Definition
| type of relationship in which firms make significant investments that can improve profitability for both partners because their partnership has given them some strategic advantage over their competitors |
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