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What are customer value, satisfaction & loyalty, and how can companies deliver them

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Sameer Mathur
Sameer Mathur

A presentation summary on the chapter "Creating Customer Value and Customer Relationships"

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What are they ? & How can companies deliver them ?
“PROFIT CENTER” CUSTOMER
Modern Customer Oriented Company CUSTOMER FRONTLINE PEOPLE MIDDLE MANAGEMENT TOP MANAG- EMENT
Total Customer Benefit Product Services Personnel Image Customer Perceived Value Total Customer Cost Monetary Time Energy Psychological
What is a company’s AIM ?
If the product’s performance exceeds expectations, the customer is delighted, and spreads good word of mouth
PERIODIC SURVEYS
CUSTOMER COMPLAINTS
Created by Bhavnoor Singh, IITR, during a marketing internship by Prof. Sameer Mathur, IIM Lucknow. (See www.IIMInternship.com ).

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What are customer value, satisfaction & loyalty, and how can companies deliver them