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TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction and Loyalty Reainki A. Olivar Dec 16, 2010 Kayeolivar.blogspot.com
[object Object],[object Object],[object Object],[object Object],[object Object],1. What kind of organization chart does a manager considers when he doesn’t believe that the customer is the company’s only “true profit”? 1 Kayeolivar.blogspot.com
Organizational Charts 2 Traditional Organization Chart Modern Customer-Oriented Organization Chart Kayeolivar.blogspot.com
Modern Customer – Oriented Organizational Chart ,[object Object],[object Object],3 Kayeolivar.blogspot.com
1. What kind of organization does a manager considers when he believe that the customer is the company’s only “true profit” ? ,[object Object],[object Object],[object Object],[object Object],[object Object],4 Answer Kayeolivar.blogspot.com
2. ________ is the difference between the prospective customer’s evaluation and perceived alternatives. ,[object Object],[object Object],[object Object],[object Object],[object Object],5 Kayeolivar.blogspot.com
Customer-Perceived Value 6 Kayeolivar.blogspot.com Customer-Perceived Value Total Customer Benefit Total Customer Cost Product Benefit Monetary Cost Services Benefit Time Cost Personal Benefit Energy Cost Image Benefit Psychological Cost
Customer-Perceived Value: ,[object Object],7 Kayeolivar.blogspot.com
[object Object],[object Object],[object Object],[object Object],[object Object],9 2. ________ is the difference between the prospective customer’s evaluation and perceived alternatives. Kayeolivar.blogspot.com Answer
3. Which of the following is not part of the steps in Customer Value Analysis? ,[object Object],[object Object],[object Object],[object Object],[object Object],10 Kayeolivar.blogspot.com
The Steps in Customer Value Analysis: ,[object Object],[object Object],[object Object],[object Object],11 Kayeolivar.blogspot.com
[object Object],[object Object],[object Object],[object Object],The Steps in Customer Value Analysis: 12 Kayeolivar.blogspot.com
[object Object],[object Object],The Steps in Customer Value Analysis: 13 Kayeolivar.blogspot.com
3. Which of the following is not part of the steps in Customer Value Analysis? ,[object Object],[object Object],[object Object],[object Object],[object Object],14 Kayeolivar.blogspot.com Answer
4. What is the one key to Customer Retention? ,[object Object],[object Object],[object Object],[object Object],[object Object],15 Kayeolivar.blogspot.com
Measuring Satisfaction 16 Mystery Shopper Customer Loss Rate Monitor Competitive Performance Periodic Surveys Kayeolivar.blogspot.com
Monitoring Satisfaction ,[object Object],[object Object],17 Kayeolivar.blogspot.com
4. What is the one key to Customer Retention? ,[object Object],[object Object],[object Object],[object Object],[object Object],18 Kayeolivar.blogspot.com Answer
5. What is best conducted with the tools of accounting techniques called activity-based costing (ABC)? ,[object Object],[object Object],[object Object],[object Object],[object Object],19 Kayeolivar.blogspot.com
Customer Product Profitability Analysis 20 Customers Products Kayeolivar.blogspot.com P1 + + + Highly Profitable Product C1 C2 C3 P2 + Profitable Product P3 - - Losing Product P4 + - Mixed-bag Product High-profit Customer Mixed-bag Customer Losing Customer
Customer Profitability Analysis ,[object Object],[object Object],21 Kayeolivar.blogspot.com
5. What is best conducted with the tools of accounting techniques called activity-bases costing (ABC)? ,[object Object],[object Object],[object Object],[object Object],[object Object],22 Kayeolivar.blogspot.com Answer
6. What is the process of carefully managing detailed information about individual customers and all customer “touch points” to maximize customer loyalty? ,[object Object],[object Object],[object Object],[object Object],[object Object],23 Kayeolivar.blogspot.com
Framework of CRM 24 Identify prospects & customers Differentiate customers by needs & value to company Interact to improve knowledge Customize for each customer Kayeolivar.blogspot.com
CRM Strategies ,[object Object],25 Enhance “share of wallet” Increase longevity Terminate low-profit customers Reduce the rate of defection Kayeolivar.blogspot.com
Customer Relatonship Management (CRM) ,[object Object],[object Object],26 Kayeolivar.blogspot.com
6. What is the process of carefully managing detailed information about individual customers and all customer “touch points” to maximize customer loyalty? ,[object Object],[object Object],[object Object],[object Object],[object Object],27 Kayeolivar.blogspot.com Answer
7. ________describes the net present value of the stream future profits expected over the customer’s lifetime purchases. ,[object Object],[object Object],[object Object],[object Object],[object Object],28 Kayeolivar.blogspot.com
Calculating Customer Lifetime Value ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],29 (1 + i) t Kayeolivar.blogspot.com (p t – c t )r t AC
Calculating CLV ,[object Object],[object Object],30 Kayeolivar.blogspot.com
7. ________describes the net present value of the stream future profits expected over the customer’s lifetime purchases. ,[object Object],[object Object],[object Object],[object Object],[object Object],31 Kayeolivar.blogspot.com Answer
8. Which of the following statements is TRUE? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],32 Kayeolivar.blogspot.com
REDUCING DEFECTION ,[object Object],[object Object],[object Object],33 Kayeolivar.blogspot.com
REDUCING DEFECTION ,[object Object],[object Object],34 Kayeolivar.blogspot.com
8. Which of the following statements is TRUE? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],35 Kayeolivar.blogspot.com Answer
9. Which of the following is not part in the process of attracting & retaining customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],36 Kayeolivar.blogspot.com
The Customer-Development Process 37 Suspects Prospects Disqualified Ex-Customers Repeat Customers Partners Members Clients First-time Customers Kayeolivar.blogspot.com
Retention Dynamics ,[object Object],[object Object],38 Kayeolivar.blogspot.com
9. Which of the following is not part in the process of attracting & retaining customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],39 Kayeolivar.blogspot.com Answer
10. These are the different ways in using database except. ,[object Object],[object Object],[object Object],[object Object],[object Object],40 Kayeolivar.blogspot.com
Using the DATABASE ,[object Object],41 To deepen loyalty To target offers To reactivate customers To identify prospects Kayeolivar.blogspot.com
Five Ways of Using Databases: ,[object Object],[object Object],42 Kayeolivar.blogspot.com
[object Object],[object Object],[object Object],Five Ways of Using Databases: 43 Kayeolivar.blogspot.com
[object Object],Five Ways of Using Databases: 44 Kayeolivar.blogspot.com
10. These are the different ways in using database except. ,[object Object],[object Object],[object Object],[object Object],[object Object],45 Kayeolivar.blogspot.com Answer
TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction and Loyalty Reainki A. Olivar Dec 16, 2010 Kayeolivar.blogspot.com

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Chapter 5 by kaye olivar v53

  • 1. TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction and Loyalty Reainki A. Olivar Dec 16, 2010 Kayeolivar.blogspot.com
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  • 3. Organizational Charts 2 Traditional Organization Chart Modern Customer-Oriented Organization Chart Kayeolivar.blogspot.com
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  • 7. Customer-Perceived Value 6 Kayeolivar.blogspot.com Customer-Perceived Value Total Customer Benefit Total Customer Cost Product Benefit Monetary Cost Services Benefit Time Cost Personal Benefit Energy Cost Image Benefit Psychological Cost
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  • 16. Measuring Satisfaction 16 Mystery Shopper Customer Loss Rate Monitor Competitive Performance Periodic Surveys Kayeolivar.blogspot.com
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  • 20. Customer Product Profitability Analysis 20 Customers Products Kayeolivar.blogspot.com P1 + + + Highly Profitable Product C1 C2 C3 P2 + Profitable Product P3 - - Losing Product P4 + - Mixed-bag Product High-profit Customer Mixed-bag Customer Losing Customer
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  • 24. Framework of CRM 24 Identify prospects & customers Differentiate customers by needs & value to company Interact to improve knowledge Customize for each customer Kayeolivar.blogspot.com
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  • 37. The Customer-Development Process 37 Suspects Prospects Disqualified Ex-Customers Repeat Customers Partners Members Clients First-time Customers Kayeolivar.blogspot.com
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  • 46. TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction and Loyalty Reainki A. Olivar Dec 16, 2010 Kayeolivar.blogspot.com