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Chapter 5 by Kaye Olivar v53

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Kaye Olivar
Kaye Olivar

The document discusses key concepts around customer value, satisfaction, and loyalty from chapter 5. It includes 10 learning questions that cover topics like organizational charts, customer perceived value, customer lifetime value, customer relationship management, and ways to reduce customer defection. Key points addressed are the difference between traditional and modern customer-oriented organizational charts, customer perceived value being the difference between customer evaluation of benefits vs costs and alternatives, and the steps in customer value analysis.

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TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction and Loyalty Reainki A. Olivar Dec 16, 2010 Kayeolivar.blogspot.com
[object Object],[object Object],[object Object],[object Object],[object Object],1. What kind of organization chart does a manager considers when he doesn’t believe that the customer is the company’s only “true profit”? 1 Kayeolivar.blogspot.com
Organizational Charts 2 Traditional Organization Chart Modern Customer-Oriented Organization Chart Kayeolivar.blogspot.com
Modern Customer – Oriented Organizational Chart ,[object Object],[object Object],3 Kayeolivar.blogspot.com
1. What kind of organization does a manager considers when he believe that the customer is the company’s only “true profit” ? ,[object Object],[object Object],[object Object],[object Object],[object Object],4 Answer Kayeolivar.blogspot.com
2. ________ is the difference between the prospective customer’s evaluation and perceived alternatives. ,[object Object],[object Object],[object Object],[object Object],[object Object],5 Kayeolivar.blogspot.com
Customer-Perceived Value 6 Kayeolivar.blogspot.com Customer-Perceived Value Total Customer Benefit Total Customer Cost Product Benefit Monetary Cost Services Benefit Time Cost Personal Benefit Energy Cost Image Benefit Psychological Cost
Customer-Perceived Value: ,[object Object],7 Kayeolivar.blogspot.com
Steps in Customer Value Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],8 Kayeolivar.blogspot.com
[object Object],[object Object],[object Object],[object Object],[object Object],9 2. ________ is the difference between the prospective customer’s evaluation and perceived alternatives. Kayeolivar.blogspot.com Answer
3. Which of the following is not part of the steps in Customer Value Analysis? ,[object Object],[object Object],[object Object],[object Object],[object Object],10 Kayeolivar.blogspot.com
The Steps in Customer Value Analysis: ,[object Object],[object Object],[object Object],[object Object],11 Kayeolivar.blogspot.com
[object Object],[object Object],[object Object],[object Object],The Steps in Customer Value Analysis: 12 Kayeolivar.blogspot.com
[object Object],[object Object],The Steps in Customer Value Analysis: 13 Kayeolivar.blogspot.com
3. Which of the following is not part of the steps in Customer Value Analysis? ,[object Object],[object Object],[object Object],[object Object],[object Object],14 Kayeolivar.blogspot.com Answer
4. What is the one key to Customer Retention? ,[object Object],[object Object],[object Object],[object Object],[object Object],15 Kayeolivar.blogspot.com
Measuring Satisfaction 16 Mystery Shopper Customer Loss Rate Monitor Competitive Performance Periodic Surveys Kayeolivar.blogspot.com
Monitoring Satisfaction ,[object Object],[object Object],17 Kayeolivar.blogspot.com
4. What is the one key to Customer Retention? ,[object Object],[object Object],[object Object],[object Object],[object Object],18 Kayeolivar.blogspot.com Answer
5. What is best conducted with the tools of accounting techniques called activity-based costing (ABC)? ,[object Object],[object Object],[object Object],[object Object],[object Object],19 Kayeolivar.blogspot.com
Customer Product Profitability Analysis 20 Customers Products Kayeolivar.blogspot.com P1 + + + Highly Profitable Product C1 C2 C3 P2 + Profitable Product P3 - - Losing Product P4 + - Mixed-bag Product High-profit Customer Mixed-bag Customer Losing Customer
Customer Profitability Analysis ,[object Object],[object Object],21 Kayeolivar.blogspot.com
5. What is best conducted with the tools of accounting techniques called activity-bases costing (ABC)? ,[object Object],[object Object],[object Object],[object Object],[object Object],22 Kayeolivar.blogspot.com Answer
6. What is the process of carefully managing detailed information about individual customers and all customer “touch points” to maximize customer loyalty? ,[object Object],[object Object],[object Object],[object Object],[object Object],23 Kayeolivar.blogspot.com
Framework of CRM 24 Identify prospects & customers Differentiate customers by needs & value to company Interact to improve knowledge Customize for each customer Kayeolivar.blogspot.com
CRM Strategies ,[object Object],25 Enhance “share of wallet” Increase longevity Terminate low-profit customers Reduce the rate of defection Kayeolivar.blogspot.com
Customer Relatonship Management (CRM) ,[object Object],[object Object],26 Kayeolivar.blogspot.com
6. What is the process of carefully managing detailed information about individual customers and all customer “touch points” to maximize customer loyalty? ,[object Object],[object Object],[object Object],[object Object],[object Object],27 Kayeolivar.blogspot.com Answer
7. ________describes the net present value of the stream future profits expected over the customer’s lifetime purchases. ,[object Object],[object Object],[object Object],[object Object],[object Object],28 Kayeolivar.blogspot.com
Calculating Customer Lifetime Value ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],29 (1 + i) t Kayeolivar.blogspot.com (p t – c t )r t AC
Calculating CLV ,[object Object],[object Object],30 Kayeolivar.blogspot.com
7. ________describes the net present value of the stream future profits expected over the customer’s lifetime purchases. ,[object Object],[object Object],[object Object],[object Object],[object Object],31 Kayeolivar.blogspot.com Answer
8. Which of the following statements is TRUE? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],32 Kayeolivar.blogspot.com
REDUCING DEFECTION ,[object Object],[object Object],[object Object],33 Kayeolivar.blogspot.com
REDUCING DEFECTION ,[object Object],[object Object],34 Kayeolivar.blogspot.com
8. Which of the following statements is TRUE? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],35 Kayeolivar.blogspot.com Answer
9. Which of the following is not part in the process of attracting & retaining customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],36 Kayeolivar.blogspot.com
The Customer-Development Process 37 Suspects Prospects Disqualified Ex-Customers Repeat Customers Partners Members Clients First-time Customers Kayeolivar.blogspot.com
Retention Dynamics ,[object Object],[object Object],38 Kayeolivar.blogspot.com
9. Which of the following is not part in the process of attracting & retaining customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],39 Kayeolivar.blogspot.com Answer
10. These are the different ways in using database except. ,[object Object],[object Object],[object Object],[object Object],[object Object],40 Kayeolivar.blogspot.com
Using the DATABASE ,[object Object],41 To deepen loyalty To target offers To reactivate customers To identify prospects Kayeolivar.blogspot.com
Five Ways of Using Databases: ,[object Object],[object Object],42 Kayeolivar.blogspot.com
[object Object],[object Object],[object Object],Five Ways of Using Databases: 43 Kayeolivar.blogspot.com
[object Object],Five Ways of Using Databases: 44 Kayeolivar.blogspot.com
10. These are the different ways in using database except. ,[object Object],[object Object],[object Object],[object Object],[object Object],45 Kayeolivar.blogspot.com Answer
TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction and Loyalty Reainki A. Olivar Dec 16, 2010 Kayeolivar.blogspot.com

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Chapter 5 by Kaye Olivar v53

  • 1. TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction and Loyalty Reainki A. Olivar Dec 16, 2010 Kayeolivar.blogspot.com
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  • 3. Organizational Charts 2 Traditional Organization Chart Modern Customer-Oriented Organization Chart Kayeolivar.blogspot.com
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  • 7. Customer-Perceived Value 6 Kayeolivar.blogspot.com Customer-Perceived Value Total Customer Benefit Total Customer Cost Product Benefit Monetary Cost Services Benefit Time Cost Personal Benefit Energy Cost Image Benefit Psychological Cost
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  • 17. Measuring Satisfaction 16 Mystery Shopper Customer Loss Rate Monitor Competitive Performance Periodic Surveys Kayeolivar.blogspot.com
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  • 21. Customer Product Profitability Analysis 20 Customers Products Kayeolivar.blogspot.com P1 + + + Highly Profitable Product C1 C2 C3 P2 + Profitable Product P3 - - Losing Product P4 + - Mixed-bag Product High-profit Customer Mixed-bag Customer Losing Customer
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  • 25. Framework of CRM 24 Identify prospects & customers Differentiate customers by needs & value to company Interact to improve knowledge Customize for each customer Kayeolivar.blogspot.com
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  • 38. The Customer-Development Process 37 Suspects Prospects Disqualified Ex-Customers Repeat Customers Partners Members Clients First-time Customers Kayeolivar.blogspot.com
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  • 47. TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction and Loyalty Reainki A. Olivar Dec 16, 2010 Kayeolivar.blogspot.com