Newshores bangalore international college - New shores college.
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Transcript of Newshores bangalore international college - New shores college.
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New ShoresInternational CollegeBangalore
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we will address the following questions What are customer value and satisfaction,
and how can companies deliver them? What makes a high--performance
business? How can companies both attract and
retain customers? How can companies improve both
customer and company profitability? How can companies deliver total quality?
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Total Customer Satisfaction Customer Expectations Delivering High Customer Value Value proposition
Value delivery system Measuring Satisfaction Tools for Tracking and Measuring Customer
Satisfaction- complaint & suggestion systems,Customer
satisfaction survey,
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Stakeholders Processes Resources Core competency Distinctive capabilities Organization and Organizational Culture Organization Corporate culture Scenario analysis
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Value Chain
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The Need for Customer Retention
Measuring Customer Lifetime Value (CLV)
Customer Relationship Management (CRM): The Key
Three drivers of customer equity
Value equity
Brand equity
Relationship equity
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The Customer- Development Process
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Forming Strong Customer Bonds: The Basics Cross departmental participation Integrate the Voice of the Customer into all
business decisions Create superior offering for the target market
Adding Structural Ties Create long-term contracts Charge lower price to high volume customers Turn product into long--term service
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It is more important to do what is to do what is strategically right than what is immediately profitable.