logging in or signing up Customer value satisfaction & Loyalty piyoosh Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: Embed: Flash iPad Dynamic Copy Does not support media & animations Automatically changes to Flash or non-Flash embed WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 419 Category: Education License: All Rights Reserved Like it (0) Dislike it (0) Added: July 22, 2012 This Presentation is Public Favorites: 0 Presentation Description No description available. Comments Posting comment... Premium member Presentation Transcript PowerPoint Presentation: CUSTOMER VALUE , SATISFACTION & LOYALTY Piyoosh BajoriaCustomer Perceived Value: Customer Perceived Value CPV is the difference between the prospective customer’s evaluation of all the benefits and all the costs of the offerings and the perceived alternatives Piyoosh BajoriaCustomer Value: Customer Value Customer Value Customer Cost Perceived monetory value of the bundle of economic , functional and pschological benefits the customer expects from the offering. It is the bundle of costs the customer expects to incur in evaluating , obtaining , using and disposing of the given market offering including monetory , time , energy & phychic costs. Piyoosh BajoriaCustomer Value: Customer Value Benefits /Quality Value = ---------------------------------- Cost IN RELATION TO ALTERNATIVES Piyoosh BajoriaIncreasing Customer Value: Increasing Customer Value Increase Benefits / quality while keeping the same costs Retain Benefits / Quality and reduce the costs. Increase Benefits / Quality and reduce the costs Piyoosh BajoriaCustomer Satisfaction : Customer Satisfaction Satisfaction is the measure of how the offering performs with respect to the customers expectations. Piyoosh BajoriaCustomer Satisfaction : Customer Satisfaction Expectations > Performance Dissatisfaction Expectations = Performance Satisfaction Expectation < Performance Customer Delight Piyoosh BajoriaMeasuring Customer Satisfaction : Measuring Customer Satisfaction Periodic Surveys Syndicated studies Customised CSI studies The extent of willingness to recommend the product is a important measure of satisfaction. Piyoosh BajoriaCustomer Lifetime Value : Customer Lifetime Value Understanding customer lifetime worth Determination of the profits that the company earns by estimating the current & future purchases over the customer’s life Piyoosh BajoriaCustomer Lifetime Value : Customer Lifetime Value The power of referalls Piyoosh BajoriaCustomer Profitability : Customer Profitability P1 P2 P3 P4 C1 C2 C3 + + + + + - - - Piyoosh BajoriaCustomer Relationship: Customer Relationship Bonding with the customer Increasing Customer Loyalty Customer retention - prevent defection Using Database management in CRM Piyoosh Bajoria You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.