Customers are value maximizers. They form an expectation of value and act on it. Buyers will buy from the firm that they perceive to offer the highest customer delivered value, defined as the difference between total customer benefits and total customer cost.

1. CREATING CUSTOMER
VALUE AND CUSTOMER
RELATIONSHIPS

2. What are Customer Value,
Satisfaction and Loyalty and how
can companies deliver them ?

3. Creating loyal customers is at
the heart of every business.
The only value your company
will ever create is the value
that comes from customers.

4. CUSTOMER PERCEIVED VALUE(CPV)
It is the difference between the prospective customer evaluation of
all the benefits and all the costs of an offering and the perceived
alternatives.

5. DETERMINANTS OF CUSTOMER
PERCEIVED VALUE

6. How to analyse the
CUSTOMER VALUE

7. How to deliver high customer
value ?
Value Proposition
Value Delivery System

8. CUSTOMER SATISFACTION
It is defined as the customer’s feeling of pleasure
or disappointment that result from the
comparing product’s perceived performance to
expectations.

9. MONITORING
SATISFACTION

10. Periodic Surveys
can track customer
satisfaction directly

11. Out of the Dissatisfied
customers 25% of the time,
only 5% Complain.

12. Customer Complaint should be
resolve quickly and satisfactory

13. Setup a tollfree hotline to receive and
act on customer complaints.

14. THANK YOU
Jaannasheen Singh
IIT(BHU) VARANASI
13155043