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Favour V1 if V1/v2>1
Indifferent if V1=V2
Steps in Customer Value Analysis
1. Identify major attributes and benefits that customers
value
Dissatisfied/satisfied/Delighted
Expectations high/low
Tracking Customer Satisfaction
Companies can monitor the customer loss rate and
contact customers who have stopped buying and learn
why this happened.
Firm Strategies:
Raise price of unprofitable products/eliminate
Sell profitable products to C2 & C3