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09 d31eoo05

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Transcript

  • 1. PRESNTED BY RNO 09D31EOOO5 A. Chandra shekar MBA 2 nd YEAR IIET WELCOME TO A PRESENTATION ON… BEHAVIOUR ! COUSTOMER
  • 2. CUSTOMER BEHAVIOUR Topic 1: Introduction to customer behaviour Topic 2: Determinants of customer behaviour Topic 3: The customer’s mind set Topic 4: Customer decision-making Topic 5: Customer focused marketing
  • 3. INTRODUCTION Definition: Study of individuals, groups or organisations and the processes they use to select, secure, use and dispose of products, services, experiences, or ideas to satisfy needs
  • 4. IMPORTANCE OF CUSTOMER BEHAVIOUR Customer satisfaction The marketing concept Customer focus Customer retention Focus on needs Serve needs of society Long-term survival
  • 5. MARKETING STRATEGY & CUSTOMER BEHAVIOUR Outcomes Individual Organisation Society Customer decision Marketing strategy Market segmentation Market analysis Organisation Competitors Environment Customers
  • 6. CUSTOMER ATTITUDES
    • Changing the product
      • Packaging
      • Change of services
      • Change of properties
      • Attitude of sales person
    • Perceptual change
      • New information
      • Promotion
    • Strength of the attitude
    • Market seg mentation
    Attitude change
  • 7. CUSTOMER DECISION-MAKING Stages in the decision-making process Problem identification Search for information Evaluation of alternatives Buying After-buying evaluation
  • 8. Thank u….