1. PRESNTED BY RNO 09D31EOOO5 A. Chandra shekar MBA 2 nd YEAR IIET WELCOME TO A PRESENTATION ON… BEHAVIOUR ! COUSTOMER

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. 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. IMPORTANCE OF CUSTOMER BEHAVIOUR Customer satisfaction The marketing concept Customer focus Customer retention Focus on needs Serve needs of society Long-term survival

5. MARKETING STRATEGY & CUSTOMER BEHAVIOUR Outcomes Individual Organisation Society Customer decision Marketing strategy Market segmentation Market analysis Organisation Competitors Environment Customers

7. CUSTOMER DECISION-MAKING Stages in the decision-making process Problem identification Search for information Evaluation of alternatives Buying After-buying evaluation

8. Thank u….