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Creating customer value, satisfaction and loyalty

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Muhammad Zeeshan Baloch
Muhammad Zeeshan Baloch
Business
1 of 40
 
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Ch # 5
Building Customer value, Satisfaction and loyalty ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Determinants of Customer Perceived Value Image benefit Psychological cost Personal benefit Energy cost Services benefit Time cost Product benefit Monetary cost Total customer benefit Total customer cost
Customer Value Analysis Steps ,[object Object],[object Object],[object Object],[object Object],[object Object]
Delivering High Customer Value ,[object Object],[object Object]
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How do Buyers form their Expectations ,[object Object],[object Object],[object Object]
Monitoring Satisfaction ,[object Object],[object Object],[object Object],[object Object]
Rated Customer Satisfaction on a Scale from One to Five ,[object Object],[object Object],[object Object]
Measurement Techniques ,[object Object],[object Object],[object Object],[object Object]
Companies that do achieve high customer satisfaction ratings make sure their target market knows it. Once they achieved number-one status on J.D Power’s customer satisfaction ratings, Maruti in India advertised that fact.
Quality: Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs . Conformance Quality: If the product is giving its promise quality then it is called conformance quality. Performance Quality: Quality that is based on the product features is called performance quality.
Impact of Quality ,[object Object],[object Object],[object Object]
Total Quality Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Maximizing Customer Life-Time Value ,[object Object],[object Object],[object Object]
The 150-20 Rule
Maximizing Customer Life-Time Value ,[object Object],[object Object],[object Object],[object Object]
MAXIMIZING CUSTOMER LIFETIME VALUE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Profitability Analysis
MAXIMIZING CUSTOMER LIFETIME VALUE ,[object Object],[object Object],[object Object],[object Object],[object Object],Profitability Analysis
MAXIMIZING CUSTOMER LIFETIME VALUE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],http://www.biz-development.com/SupplyChain/Competitive_advantage.gif
MAXIMIZING CUSTOMER LIFETIME VALUE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cultivating Customer Relationships ,[object Object],[object Object],[object Object],[object Object],[object Object]
Cultivating Customer Relationship ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cultivating Customer Relationship ,[object Object],[object Object],[object Object],[object Object],[object Object]
Attracting and Retaining Customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Cultivating Customer Relationship
Customer Development Process Members Partners
Building Loyalty ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object], Building Loyalty
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Use of Database ,[object Object],[object Object],[object Object],[object Object],[object Object]
Cases in which Customer Database would not be Worthwhile ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Four problem that prevent a firm effectively using CRM ,[object Object],[object Object],[object Object],[object Object]
Breaking Down CRM: What CRM Really Comprises Acquiring the right customer Crafting the right value proposition Instituting the best processes Motivating employees Learning to retain customer CRM Imperative You Get It When… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CRM Technology Can Help… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: Darrel K., Reichheld F., and Schefter P., “Avoid the Four Perils of CRM” Harvard Business Review (Feb, 2002) pg. 106
 

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Creating customer value, satisfaction and loyalty

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  • 6. Determinants of Customer Perceived Value Image benefit Psychological cost Personal benefit Energy cost Services benefit Time cost Product benefit Monetary cost Total customer benefit Total customer cost
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  • 14. Companies that do achieve high customer satisfaction ratings make sure their target market knows it. Once they achieved number-one status on J.D Power’s customer satisfaction ratings, Maruti in India advertised that fact.
  • 15. Quality: Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs . Conformance Quality: If the product is giving its promise quality then it is called conformance quality. Performance Quality: Quality that is based on the product features is called performance quality.
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  • 31. Customer Development Process Members Partners
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