A tool for identifying ways to create more customer value; nine strategically relevant activities that create value and cost in a specific business

The partnerships a firm forges with suppliers and distributors to deliver value to customers

All the experiences the customer will have in obtaining and using the offering

A system of partnerships and alliances that a firm creates to source, augment, and deliver its offerings

Pricing method in which the firm wins loyal customers by charging a fairly low price for a high-quality offering

Set of benefits that a marketer proposes to deliver to satisfy customers’ needs

Costs that vary directly with the level of production

A channel arrangement in which the producer, wholesaler(s), and retailer(s) act as a unified system

A form of online word of mouth, or “word of mouse,” that encourages consumers to pass along company-developed products and services or audio, video, or written information to others online