Markma Report Chapter 5

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My individual report on Chapter 5 for Markma class

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Markma Report Chapter 5

  1. 1. Creating Customer Value, Satisfaction and Loyalty
  2. 2. How is this created?• Through customer value• What are the steps in customer value analysis?• Through customer satisfaction• What is CRM Framework?• Through customer loyalty• Customer retention: using database
  3. 3. Customer Value• What customer gets from a product & what he has to give to attain it
  4. 4. Steps: Customer Value Analysis• Know major attributes & benefits• Assess importance• Assess performances• Examine ratings• Monitor customer values
  5. 5. Customer SatisfactionMeasuredby number of repeat and happy customers
  6. 6. CRM Framework• Identify customers• Differentiate customers• Interact• Customize for each customer
  7. 7. Customer Loyalty Measure of successof supplier in retaininga long term relationship with customer
  8. 8. Customer Retention• Use Database-Identify/attract prospects-Target offers-Deepen loyalty-Reactivate customers-Avoid mistakes
  9. 9. 5 Steps: Customer Value Retention CUSTOMERS Customer LoyaltyCustomer SatisfactionFramework

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