The document discusses how companies can create customer value, satisfaction, and loyalty. It explains that customer value is determined by assessing the benefits customers receive versus the costs they incur. Companies can also deliver customer satisfaction by meeting or exceeding expectations, and monitor satisfaction through surveys. Customer loyalty, which is important for retention, can be developed through relationship marketing and customer relationship management programs that identify customers, interact with them, and customize offerings.
Chapter 4 Creating Customer Value, Satisfaction, and LoyaltyNishant Agrawal
Creating Customer Value, Satisfaction, and Loyalty
Organizational Charts
What is Customer Perceived Value?
Determinants of Customer Perceived Value
Steps in a Customer Value Analysis
Measuring Satisfaction
What is Quality?
Chapter 4 Creating Customer Value, Satisfaction, and LoyaltyNishant Agrawal
Creating Customer Value, Satisfaction, and Loyalty
Organizational Charts
What is Customer Perceived Value?
Determinants of Customer Perceived Value
Steps in a Customer Value Analysis
Measuring Satisfaction
What is Quality?
The impact of technology on consumer behaviourLaura Alemany
Technology has drastically evolved over the past couple of decades, fuelling the connectivity that brings the world together, while influencing and changing consumer behaviour. This presentation illustrates the impact of technology in our everyday lives.
Introduction to Sales Management – The Sales Organization
– Determining Sales Related Marketing Policies – Sales
Functions and Policies – International Sales Management
– Personal Selling.
Sales Planning – Sales Budgets – Estimating Market
Potential and Forecasting Sales – Sales Quotes – Sales &
Cost Analysis, Sales Force Management: Hiring and Training Sales
Personnel – Time and Territory Management –Compensating Sales Personnel – Motivating the Sales Force
– Leading the Sales Force – Evaluating Sales Force
Performance.
Marketing Logistics - Distribution as Marketing Mix
Element – Distribution Resource Planning – Marketing
Channel Integration – Channel Management – Nature of
Marketing Channels – Evaluating Channel Performance-
Specialized Techniques in selling – Tele Marketing – Web
Marketing
Distribution Cost Analysis: Managing Channel Conflicts –
Channel Information Systems – Wholesaling – Retailing –
Ethical And Social Issues in Sales and Distribution
Management.
Online marketing is highly recommended for any kind of companies nowadays. In order to start the online marketing activity, one has to understand the basic 10c's for online marketers. Also they are supposed to know the environment around the organization to act according to the changes happening.
The impact of technology on consumer behaviourLaura Alemany
Technology has drastically evolved over the past couple of decades, fuelling the connectivity that brings the world together, while influencing and changing consumer behaviour. This presentation illustrates the impact of technology in our everyday lives.
Introduction to Sales Management – The Sales Organization
– Determining Sales Related Marketing Policies – Sales
Functions and Policies – International Sales Management
– Personal Selling.
Sales Planning – Sales Budgets – Estimating Market
Potential and Forecasting Sales – Sales Quotes – Sales &
Cost Analysis, Sales Force Management: Hiring and Training Sales
Personnel – Time and Territory Management –Compensating Sales Personnel – Motivating the Sales Force
– Leading the Sales Force – Evaluating Sales Force
Performance.
Marketing Logistics - Distribution as Marketing Mix
Element – Distribution Resource Planning – Marketing
Channel Integration – Channel Management – Nature of
Marketing Channels – Evaluating Channel Performance-
Specialized Techniques in selling – Tele Marketing – Web
Marketing
Distribution Cost Analysis: Managing Channel Conflicts –
Channel Information Systems – Wholesaling – Retailing –
Ethical And Social Issues in Sales and Distribution
Management.
Online marketing is highly recommended for any kind of companies nowadays. In order to start the online marketing activity, one has to understand the basic 10c's for online marketers. Also they are supposed to know the environment around the organization to act according to the changes happening.
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
Managing the customers you can't afford to losePLB68
Presented by Peter Browne, Head of Strategy,
Gordian Business, Sydney, Australia
Competition is becoming more intense, products and services increasingly commoditised and buyers more knowledgeable. At the same time your largest customers want better quality and services at lower prices. As industries consolidate, your largest customers represent a growing proportion of your revenue and profit. So you cannot risk losing your largest accounts. To reduce this critical risk you need a disciplined approach to identify and manage the customers you can't afford to lose.
Participants of this webinar will receive a complimentary SEGMENTING ACCOUNTS TOOL which will show you how to manage your most important accounts in four different ways.
Peter Browne will show you how to engage with your key customers to enable your company to build barriers to entry against competitors, and retain and grow your most valuable customers.
Francesca Gottschalk - How can education support child empowerment.pptxEduSkills OECD
Francesca Gottschalk from the OECD’s Centre for Educational Research and Innovation presents at the Ask an Expert Webinar: How can education support child empowerment?
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
Antifertility, Toxicity studies as per OECD guidelines
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Exploiting Artificial Intelligence for Empowering Researchers and Faculty, In...Dr. Vinod Kumar Kanvaria
Exploiting Artificial Intelligence for Empowering Researchers and Faculty,
International FDP on Fundamentals of Research in Social Sciences
at Integral University, Lucknow, 06.06.2024
By Dr. Vinod Kumar Kanvaria
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
Safalta Digital marketing institute in Noida, provide complete applications that encompass a huge range of virtual advertising and marketing additives, which includes search engine optimization, virtual communication advertising, pay-per-click on marketing, content material advertising, internet analytics, and greater. These university courses are designed for students who possess a comprehensive understanding of virtual marketing strategies and attributes.Safalta Digital Marketing Institute in Noida is a first choice for young individuals or students who are looking to start their careers in the field of digital advertising. The institute gives specialized courses designed and certification.
for beginners, providing thorough training in areas such as SEO, digital communication marketing, and PPC training in Noida. After finishing the program, students receive the certifications recognised by top different universitie, setting a strong foundation for a successful career in digital marketing.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
Markma Group 4 Chapter 5-Customer Value, Satisfaction and Loyalty
1. Visual Model: Creating
Customer Value,
Satisfaction and Loyalty
Chapter 5
Raymund C. Piñon
Marketing Management V57
April 27, 2010
2. Rationale
The 3rd important task of Modern Marketing:
3. Objectives
At the end of the presentation, the participants should
be able to understand concepts related to the 3rd
marketing task of CONNECTING WITH CUSTOMERS
1. Customer Value, Customer Satisfaction,
Customer Loyalty and how we deliver them?
2. What is the lifetime value of customers?
3. How can companies cultivate strong customer
relationships?
4. How can companies both attract and retain
customers?
5. What is database marketing?
4. To Win Customers and
….Beat Competition!!!
Customer-centered
X Traditional
5. To Win Customers and
….Beat Competition!!!
Total
Customer
Satisfaction
Build
Create and Deliver Customer
Superior Customer Value Loyalty
6. Customers’ Perceived Value
Customers are value maximizers
Total Total Delivered
Benefits Costs Value
Product Money
Service Time
Personnel Effort
Image Psychological
7. Steps in Customer Value Analysis
Identify features & benefits Assess company’s
that customers value Assess qualitative importance and competitors’
of attributes & benefits performance on different
values against rated
performance
Examine ratings of specific segments Monitor customer values over time
14. What is Quality?
Totality of features and characteristics of products or services
that satisfy stated or implied needs
Product or Service Expectations
Meets or exceeds
= or >
19. Maximizing Customer Lifetime Value
Measuring Customer Lifetime Value
Year Year Year Year Year Year Year Year
0 1 2 3 4 5 6 7
Number of Customers
Revenue per Customer
Variable Cost per Customer
Margin per Customer
Acquisition Cost per Customer
Total Cost or Profit
Present Value
22. Customer Relationship Management
Key to retaining customers is relationship marketing
2. Differentiate customers in terms of:
1. Identify prospects and customers a. Their needs
b. Their value to your company
3. Interact with individual customers to 4. Customize products, services
improve knowledge about needs and and messages to each customer
build stronger relationships
23. Customer Relationship Management
Increasing Value of Customer Base
1. Reduce customer defection
2. Increase longevity of relationship
3. Enhance growth potential
of each customer
4. Make low-profit
customers profitable
or weed out
5. Focus on high-value customers
28. Customer Database and
Database Management
Choose which customers
Identify prospects receive a particular offer Deepen loyalty
Reactivate customer purchases Avoid mistakes
29. Summary
The 3rd important marketing task of
CONNECTING WITH CUSTOMERS
1. Customer Value, Customer Satisfaction,
Customer Loyalty and how we deliver them
2. Lifetime value of customers
3. How companies cultivate strong customer
relationships
4. How companies attract and retain customers
5. Database marketing
30. Win Customers, Beat Competition Customer Lifetime Value
Satisfaction
Equity
= Profitability
+ Lifetime Value
Perceived Expectation
Benefits
Customer Relationship Management
Attract and Retain Customers
Customer Database & Database Mgt
Value
Proposition Value Delivery
System
Customer Value Loyalty
32. Objective:
How is this created?
Through customer value
Steps in customer value analysis?
Through customer satisfaction
The CRM Framework?
Through customer loyalty
Customer retention: using database
33. Customer Value
What customer gets from a product & what
he has to give to attain it
40. Summary
What is customer value
5 Steps in customer value analysis
Customer satisfaction and framework
What is customer loyalty
All about customer retention
Using Database
57. Creating Customer Value,
Satisfaction and Loyalty
Value
Quality Perceived by the
Customer
Customer
sFrontline
Satisfaction
Customer
People
Loyalty
Middle
Managemen
t
Top Management
Profit for the stakeholders
Editor's Notes
The CUSTOMER is now on top of the organizational hierarchy
Customer Perceived Value (CPV) = Difference between all benefits and costs of an offering and the perceived alternatives
Loyalty (dog) = deeply held commitment to re-buy or re-patronize a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior Quality (check) = totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs
Magnet = marketing is the art of ATTRACTING and KEEPING profitable customers Profitable Customer (thumbs up) = revenue from person/household/company > company’s cost of attracting, selling and servicing Satisfaction (smiley face) = Customer Lifetime Value
C ustomer Relationship Management (Stick figure 2) = carefully managing detailed information about individual customers and all customer touch points to maximize customer loyalty
Framework for CRM: 1. Identify (eyes) prospects and customers
2. Differentiate (nose) customers by needs and value to company
3. Interact (smile) to improve knowledge
4. Customize (ears) for each customer
CRM Strategies (how winning companies improve their customer base): 1. Reduce (2 hearts crossed out) the rate of defection
2. Increase (heart going up) longevity
3 . Enhance (heart with exclamation point) share of wallet
4. Terminate (broken heart) low-profit customers
5. Focus more effort (heart with explosion) on high-profit customers