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POWER POINT BY GROUP : HESSA NASSER FATIMA A.RAHMAN NADA AL-BASH MARIAM HASSA
CHAPTER OBJECTIVES
What are customer value and satisfaction, and how can companies deliver them? What is the lifetime value of customers? How can companies cultivate strong customer relationships? How can companies both attract and retain customers? What is database marketing?
PROFIT CANTER
Top management Middle management Frontline people
customer
Frontline
people
Middle management
Customer
Top management
CUSTOMER PERCEIVED VALUE is the difference between the prospective customers evaluation of all the benefits and all the costs of an offering and the perceived alternatives.
CPV
Monetary cost
Services benefits
Time cost
Personal benefits
Energy cost
Image benefits
Psychological cost
functional benefits
Psychological benefits
Products
Services
Personal
Image involved
Evaluating
Obtaining
using
Disposing
Monitory
Timing
Energy
Psychological cost
Loyalty is a 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.