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Top Ten Concepts with RP Medical Application for Chapter 5 of Kotlers "Customer Value, Satisfaction and Loyalty"

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Chapter 5: Creating Customer Value, Satisfaction and Loyalty The Top Ten Concepts: RP Medical Applications Victoria Lorelie M. Tan V49 Marketing Management April, 2010
Concept 1: Customers on TOP!!! CUSTOMERS ,[object Object],[object Object],[object Object],CUSTOMERS
Concept 1: Customers on TOP!!! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 2: Customer Perceived Value (CPV) Benefit vs Cost? CUSTOMER COSTS CUSTOMER BENEFITS PRODUCTS VS. SERVICES PERSONNEL IMAGE MONETARY TIME ENERGY PSYCHOLOGICAL
Concept 2: Customer Perceived Value (CPV) Benefit vs Cost? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 3: Customer Loyalty: “ TRUE-BLUE” TRUE-BLUE TOYOTA COLGATE
Concept 3: Customer Loyalty: “ TRUE-BLUE” ,[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 4: Satisfaction: Experience vs. Expectations EXPERIENCE EXPECTATIONS
Concept 4: Customer Satisfaction: Experience vs. Expectations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 5: Product and Service Quality: Ability to satisfy Needs ? WATER SOFTDRINKS COLD
Concept 5: Product and Service Quality: Ability to satisfy Needs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 6: Customer Profitability: Net Positive Value REVENUES COSTS ,[object Object],[object Object],[object Object],Labor Cost Materials Overhead
Concept 6: Customer Profitability: Net Positive Value ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 7: Customer Relationship Mgt.: Managing customer touch points COSTS SPEED CUSTOMER FEEDBACK LISTEN U
Concept 7: Customer Relationship Mgt.: Managing customer touch points ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 8: Customer Relationship Mgt.: Retention Dynamics IDENTIFY POTENTIALS ? GOOD BAD 1 ST TIME REPEATS CLIENTS PARTNERS MEMBERS
Concept 8: Customer Relationship Mgt.: Retention Dynamics ,[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 9: Customer Relationship Mgt.: Personalizing Marketing CLIENTS R’ INDIVIDUALS TECHNOLOGY INSTITUTIONAL TIES WIN - BACK
Concept 9: Customer Relationship Mgt.: Personalizing Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 10: Customer Database: Uses in Marketing PATIENT DATA CUSTOMER DATABASE COMPUTER SYSTEM
Concept 10: Customer Database: Uses in Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Customer value, satisfaction and loyalty

  • 1. Chapter 5: Creating Customer Value, Satisfaction and Loyalty The Top Ten Concepts: RP Medical Applications Victoria Lorelie M. Tan V49 Marketing Management April, 2010
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  • 4. Concept 2: Customer Perceived Value (CPV) Benefit vs Cost? CUSTOMER COSTS CUSTOMER BENEFITS PRODUCTS VS. SERVICES PERSONNEL IMAGE MONETARY TIME ENERGY PSYCHOLOGICAL
  • 5.
  • 6. Concept 3: Customer Loyalty: “ TRUE-BLUE” TRUE-BLUE TOYOTA COLGATE
  • 7.
  • 8. Concept 4: Satisfaction: Experience vs. Expectations EXPERIENCE EXPECTATIONS
  • 9.
  • 10. Concept 5: Product and Service Quality: Ability to satisfy Needs ? WATER SOFTDRINKS COLD
  • 11.
  • 12.
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  • 14. Concept 7: Customer Relationship Mgt.: Managing customer touch points COSTS SPEED CUSTOMER FEEDBACK LISTEN U
  • 15.
  • 16. Concept 8: Customer Relationship Mgt.: Retention Dynamics IDENTIFY POTENTIALS ? GOOD BAD 1 ST TIME REPEATS CLIENTS PARTNERS MEMBERS
  • 17.
  • 18. Concept 9: Customer Relationship Mgt.: Personalizing Marketing CLIENTS R’ INDIVIDUALS TECHNOLOGY INSTITUTIONAL TIES WIN - BACK
  • 19.
  • 20. Concept 10: Customer Database: Uses in Marketing PATIENT DATA CUSTOMER DATABASE COMPUTER SYSTEM
  • 21.