1 Lecture 1 有形产品 tangible products 无形产品 intangible products 客户关系管理 customer relationship management 选择性关系管理 selective relationship management 客户盈利分析 customer profitability analysis 供应链管理 supply chain management 分销商 distributor 零售商 retailer 直销 direct marketing 降低需求措施 demarketing 当前客户 current customers 潜在客户 potential customers 未来客户 perspective customers 规模经济 economies of scale 销量 sales volume 对产品进行持续改良 continuous product improvement 客户满意度 customer satisfaction 较好的客户价值 superior customer value Lecture 2 营销环境 marketing environment 宏观环境 macroenvironment 微观环境 microenvironment 社会影响 societal forces 最高管理层 top management 高级管理层 senior management 财务 finance 研发 Research & Development 采购 purchasing 运营 operations 会计 accounting 供应商 supplier 供应短缺 supply shortage 供应延误 supply delay 营销中介 marketing intermediari