creating customer value and customer relationship s1
TRANSCRIPT
Creating Customer Value And Customer Relationships
What are customer
value ,satisfaction, and loyalty and how can companies
deliver them ?
Creating loyal customers is at the heart of every
business
Managers believing customers as the profit centre
Companies believing managers involving at every level
What is customer perceived value?
The difference between the customer’s prospective evaluation of all the benefits and all the costs of an
offering and the perceived alternatives
Determinants of customer perceived value
What is customer’s satisfaction?
Marketing term measuring how
products or services supplied by a company
meet or surpass consumer’s expectation
Monitoring satisfaction
Kanak Chaudhary
DISCLAIMERCREATED BY KANAK CHAUDHRY,
HBTI KANPUR DURING AN INTERNSHIP BY PROF SAMEER MATHUR,IIM L.
www.IIMinternship.com