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Marketing Management, 12/e A South Asian Perspective 5 Creating Customer Value, Satisfaction, and Loyalty Dr. Hitesh Ruparel
Chapter Questions ,[object Object],[object Object],[object Object],[object Object],[object Object]
Loyalty A deeply held commitment to re-buy or re-patronize a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior.
The Value Proposition The whole cluster of benefits the company promises to deliver
Measuring Satisfaction ,[object Object],[object Object],[object Object],[object Object]
Product and Service 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.
Quality ,[object Object],[object Object]
Total Quality Management TQM is an organization-wide approach to continuously improving the quality of all the organization’s processes, products, and services.
Maximizing Customer Lifetime Value ,[object Object],[object Object],[object Object]
Estimating Lifetime Value ,[object Object],[object Object],[object Object],[object Object]
Drivers of Customer Equity ,[object Object],[object Object],[object Object]
Framework for CRM ,[object Object],[object Object],[object Object],[object Object]
CRM Strategies ,[object Object],[object Object],[object Object],[object Object],[object Object]
Table 5.1 Mass vs. One-to-One Marketing ,[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]
Customer Retention ,[object Object],[object Object],[object Object],[object Object]
Describing Market Dynamics ,[object Object],[object Object],[object Object]
Building Loyalty ,[object Object],[object Object],[object Object],[object Object],[object Object]
Reducing Customer Defection ,[object Object],[object Object],[object Object],[object Object],[object Object]
Forming Strong Customer Bonds ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Database Key Concepts ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using the Database ,[object Object],[object Object],[object Object],[object Object],[object Object]

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05

  • 1. Marketing Management, 12/e A South Asian Perspective 5 Creating Customer Value, Satisfaction, and Loyalty Dr. Hitesh Ruparel
  • 2.
  • 3. Loyalty A deeply held commitment to re-buy or re-patronize a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior.
  • 4. The Value Proposition The whole cluster of benefits the company promises to deliver
  • 5.
  • 6. Product and Service 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.
  • 7.
  • 8. Total Quality Management TQM is an organization-wide approach to continuously improving the quality of all the organization’s processes, products, and services.
  • 9.
  • 10.
  • 11.
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  • 13.
  • 14.
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  • 17.
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  • 20.
  • 21.