This is a summary of question 1 of 4th chapter , creating customer value and relationships. This was done as a part of internship with prof. Sameer Mathur, Marketing professor, IIM lucknow.

1. CREATING CUSTOMER VALUE AND
RELATIONSHIPS

2. What are customer value, satisfaction, and
loyalty, and how can companies deliver them?

3. CUSTOMER PERCIEVED VALUE-
Difference between the prospective customer’s evaluation of all the benefits and all the costs of
an offering and the perceived alternatives.
TOTAL CUSTOMER BENEFIT-
Perceived monetary value of the bundle of economic, functional and physiological benefits customers expect from a
given market offering because of the products, services , personnel, and image involved.

5. Total
Customer
Benefit
Customer
Perceived
Value
Total
Customer
Cost

7. Loyalty is a deeply held commitment to re-
buy or re-patronize a preferred product or
service in future

8. It is a marketing term that measures how products or
services supplied by a company meet or surpass a
customer’s expectation

9. Credits
• http://www.inc.com/karl-and-bill/how-do-you-define-customer-value.html
• http://blog.mint.com/consumer-iq/top-products-that-bring-the-most-customer-satisfacation-0613/
• https://www.ibm.com/developerworks/community/blogs/ctaurion/entry/previsoes_tecnologicas_para_201
4-parte1?lang=en
• http://textarchive.ru/c-1257914-pall.html
• http://www.etherspeak.com/blog/4-tips-great-customer-service-ive-learned-telecommunications/
• http://thenextweb.com/entrepreneur/2013/12/07/4-ways-great-customer-service-will-grow-business/
• http://mgmtfunda.com/tag/customer-satisfaction/

10. Created By :-
Soham Nayak , NIT Calicut
Internship with Prof Sameer Mathur, IIM
Lucknow
www.IIMinternship.com