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Buyer`s Market
Production: Focus on Company
Marketing: Focus on Customer
and Competition
Experience: Focus deeper on
customer experiential value
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Trust: Focus on genuine
customer valueRESET,
Discipline, flexibility
Production
Orientation
Marketing
Orientation
Persuade customer to
want what firm has
Persuade firm offer
what the customer
wants
CenerIc DIIIerentIated ExperIentIaI CenuIne
Product Product]ServIce VaIue VaIue
Lowest Cost QuaIIty & ServIce ExperIences Trust
Customer KnowIedge TransIormatIon;
Customer as
co-creator oI
vaIue
Market Share Customer Share 8uzz DIscIpIIne
Customer LoyaIty W-o-m, ReIerraIs
Experience
Orientation
Manage customer`s
entire experience
with the firm
CompetItIve Advantage:
ProIItabIIIty DrIvers:
Trust
Orientation
Prioritize building a
relationship based
on trust &
discipline
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