New Shores
International College
Bangalore
we will address the following questions
 What are customer value and satisfaction,
and how can companies deliver them?
 ...
 Total Customer Satisfaction
 Customer Expectations
 Delivering High Customer Value
Value proposition
Value delivery sy...
 Stakeholders
 Processes
 Resources
Core competency
Distinctive capabilities
 Organization and Organizational Culture
...
 Value Chain
The Need for Customer Retention
Measuring Customer Lifetime Value (CLV)
Customer Relationship Management (CRM):
The Key
Th...
The Customer- Development
Process
 Forming Strong Customer Bonds: The Basics
Cross departmental participation
Integrate the Voice of the Customer into all ...
 It is more important to do what is to do what
is strategically right than what is
immediately profitable.
Newshores bangalore international college - New shores college.
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Newshores bangalore international college - New shores college.

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Newshores bangalore international college - New shores college. Newshores bangalore international college - New shores college. Newshores bangalore international college - New shores college. Newshores bangalore international college - New shores college. Newshores bangalore international college - New shores college.

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  • New Shores
  • Newshores bangalore international college - New shores college.

    1. 1. New Shores International College Bangalore
    2. 2. we will address the following questions  What are customer value and satisfaction, and how can companies deliver them?  What makes a high--performance business?  How can companies both attract and retain customers?  How can companies improve both customer and company profitability?  How can companies deliver total quality?
    3. 3.  Total Customer Satisfaction  Customer Expectations  Delivering High Customer Value Value proposition Value delivery system Measuring Satisfaction Tools for Tracking and Measuring Customer Satisfaction- complaint & suggestion systems,Customer satisfaction survey,
    4. 4.  Stakeholders  Processes  Resources Core competency Distinctive capabilities  Organization and Organizational Culture Organization Corporate culture Scenario analysis
    5. 5.  Value Chain
    6. 6. The Need for Customer Retention Measuring Customer Lifetime Value (CLV) Customer Relationship Management (CRM): The Key Three drivers of customer equity Value equity Brand equity Relationship equity
    7. 7. The Customer- Development Process
    8. 8.  Forming Strong Customer Bonds: The Basics Cross departmental participation Integrate the Voice of the Customer into all business decisions Create superior offering for the target market Adding Structural Ties Create long-term contracts Charge lower price to high volume customers Turn product into long--term service
    9. 9.  It is more important to do what is to do what is strategically right than what is immediately profitable.
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