Creating Customer Value and Customer Relationships

1. Photo by SalFalko - Creative Commons Attribution-NonCommercial License https://www.flickr.com/photos/57567419@N00 Created with Haiku Deck

2. Photo by Miguel Virkkunen Carvalho - Creative Commons Attribution License https://www.flickr.com/photos/46076152@N05 Created with Haiku Deck
Top-
Management
Middle management
Frontline people
CUSTOMERS

3. Photo by Gwenaël Piaser - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/22841923@N02 Created with Haiku Deck
Customers
Frontline people
Middle management
Top-
Management

4. Photo by garryknight - Creative Commons Attribution License https://www.flickr.com/photos/8176740@N05 Created with Haiku Deck
The difference between the prospective customer’s
evaluation of all the benifits and all the costs of an
offering and perceived alternatives.

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Total Customer
Benifit
Product benifit
Services benifit
Personnel benifit
Image benifit
Total Customer
Cost
Monetary Cost
Time Cost
Energy Cost
Psycological Cost

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Talk with Michael Dell


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Because Customer expects much more
than just the product

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Attribute Identification & benifits of
customer value
Assess the quantitative importance of
benifits and attributes
Assess company and competition’s
performances on values
Examine a specific segment rate
Monitor customer values over time

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10. Photo by agaumont - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/33097672@N06 Created with Haiku Deck
Satisfaction is a person’s feelings of pleasure or
disappointment that results from comparing a product’s
perceived performance to expectations

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Influence
Customer
Complaints
Satisfaction

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Quality is the totality and characteristcs of
product or service that bear on its ability to
satisfy stated or implied needs

14. • Created by Karan Bhatt,
NIT Surat, during an internship
by Prof. Sameer Mathur, IIM
Lucknow.
• www.IIMInternship.com