The document discusses key concepts related to customer value, satisfaction, loyalty and relationship management. It provides definitions of customer perceived value, loyalty and quality. It also lists determinants of customer perceived value and steps in a customer value analysis. Furthermore, it discusses frameworks for customer relationship management (CRM) and strategies to focus on CRM, retain customers, and create customer evangelists.

1. Creating Customer Value, Satisfaction, and Loyalty

2. HDFC Offers an Assortment of Services to Satisfy its Customers

3. Organizational Charts

5. Determinants of Customer Perceived Value Image benefit Psychological cost Personal benefit Energy cost Services benefit Time cost Product benefit Monetary cost Total customer benefit Total customer cost

9. The Value Proposition The whole cluster of benefits the company promises to deliver

10. Measuring Satisfaction Periodic Surveys Customer Loss Rate Mystery Shoppers Monitor Competitive Performance

11. J.D. Power Rates Customer Satisfaction

12. What is Quality? Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

13. Maximizing Customer Lifetime Value Customer Profitability Customer Equity Lifetime Value

14. The 150 – 20 Rule

15. Customer-Product Profitability Analysis

18. Framework for CRM Identify prospects and customers Differentiate customers by needs and value to company Interact to improve knowledge Customize for each customer

20. CRM Strategies Reduce the rate of defection Increase longevity Enhance “share of wallet” Terminate low-profit customers Focus more effort on high-profit customers

21. Focus on CRM

23. The Customer Development Process Prospects Suspects Disqualified First-time customers Repeat customers Clients Members Partners Ex-customers

26. Using the Database To identify prospects To target offers To deepen loyalty To reactivate customers To avoid mistakes