PRESNTED  BY RNO  09D31EOOO5 A. Chandra shekar MBA 2 nd  YEAR IIET WELCOME TO A PRESENTATION ON… BEHAVIOUR ! COUSTOMER
CUSTOMER BEHAVIOUR Topic 1: Introduction to customer behaviour Topic 2: Determinants of customer behaviour Topic 3: The cu...
INTRODUCTION Definition: Study of individuals, groups or organisations and the processes they use to select, secure, use a...
IMPORTANCE OF  CUSTOMER BEHAVIOUR Customer satisfaction The marketing concept Customer focus Customer retention Focus on n...
MARKETING STRATEGY & CUSTOMER BEHAVIOUR Outcomes Individual Organisation Society Customer decision Marketing strategy Mark...
CUSTOMER ATTITUDES <ul><li>Changing the product </li></ul><ul><ul><li>Packaging </li></ul></ul><ul><ul><li>Change of servi...
CUSTOMER DECISION-MAKING Stages in the decision-making process Problem identification Search for information Evaluation of...
Thank u….
Upcoming SlideShare
Loading in …5
×

09 d31eoo05

276 views

Published on

  • Be the first to comment

  • Be the first to like this

09 d31eoo05

  1. 1. PRESNTED BY RNO 09D31EOOO5 A. Chandra shekar MBA 2 nd YEAR IIET WELCOME TO A PRESENTATION ON… BEHAVIOUR ! COUSTOMER
  2. 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. 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. 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. 5. MARKETING STRATEGY & CUSTOMER BEHAVIOUR Outcomes Individual Organisation Society Customer decision Marketing strategy Market segmentation Market analysis Organisation Competitors Environment Customers
  6. 6. CUSTOMER ATTITUDES <ul><li>Changing the product </li></ul><ul><ul><li>Packaging </li></ul></ul><ul><ul><li>Change of services </li></ul></ul><ul><ul><li>Change of properties </li></ul></ul><ul><ul><li>Attitude of sales person </li></ul></ul><ul><li>Perceptual change </li></ul><ul><ul><li>New information </li></ul></ul><ul><ul><li>Promotion </li></ul></ul><ul><li>Strength of the attitude </li></ul><ul><li>Market seg mentation </li></ul>Attitude change
  7. 7. CUSTOMER DECISION-MAKING Stages in the decision-making process Problem identification Search for information Evaluation of alternatives Buying After-buying evaluation
  8. 8. Thank u….

×