Top 10 concepts on customer value, satisfaction and loyalty based on Kotler's book

1. Mary Kristine P. Andrade: Customer value, satisfaction and loyalty
Chapter 5
Customer value, satisfaction and loyalty
We create customer value, satisfaction and loyalty by:
1. Understanding customer perceived value (what is important for customers?)
2. Interpreting customer satisfaction (what?)
3. Monitoring satisfaction (how to use?)
4. Defining product and service quality (what?)
5. Maximizing customer lifetime value (how to measure?)
6. Using customer relationship management (how?)
7. Attracting and retaining customers (how?)
8. Building loyalty (how?)
9. Customer databases (what or how?)
10. Data warehouses and data mining (for what?)
Mary Kristine P. Andrade (December 1, 2009)