CHAPTER 5 BUILDING CUSTOMER SATISFACTION, VALUE, AND RETENTION

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?

ARE YOU AGREE ABOUT THE STATEMENT !!

CUSTOMERS ARE CENTRALIZED IN

ANY BUSINESS
Customer are the only reason to
Build factories
Engaging with other Hiring employees business activity

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.

Total customer value

Total customer cost

CPV

CUSTOMER PERCEIVED VALUE

Total customer benefits
Product benefits

Total customer cost

Monetary cost

Services benefits

Time cost

Personal benefits

Energy cost

Image benefits

Psychological cost

TOTAL CUSTOMER BENEFITS

Is the perceived Monterey value of the bundle of :economic benefits

functional benefits

Psychological benefits

TOTAL CUSTOMER BENEFITS

Customer expect from the market offering because of

Products

Services

Personal

Image involved

TOTAL CUSTOMER COST

Is the perceived Of cost customer expect to incur in

Evaluating

Obtaining

using

Disposing

TOTAL CUSTOMER COST

Market give to the customer as offering including

Monitory

Timing

Energy

Psychological cost

CUSTOMER VALUE ANALYSIS

Identify the major attributes & benefits the customer value
Assess the quantitative importance of the different attributes and benefits Asses the companies & compotators performance on the difference customer value

CUSTOMER VALUE ANALYSIS

Examine how customer in specific segments rate the company performance agents a specific major compotators on an individual attribute or benefits basis Monitor customer value over time

THE NATURE OF HIGH PERFORMANCE BUSINESS High-performance business

Figure 3-2: The High Performance Business

THE NATURE OF HIGH PERFORMANCE BUSINESS

Stakeholders Processes Resources
Core competency Distinctive capabilities

Organization and Organizational Culture

Organization Corporate culture Scenario analysis

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.