Creating Customer Value And Customer Relationships

What are customer

value ,satisfaction, and loyalty and how can companies

deliver them ?

Creating loyal customers is at the heart of every

business

Managers believing customers as the profit centre

Companies believing managers involving at every level

What is customer perceived value?

The difference between the customer’s prospective evaluation of all the benefits and all the costs of an

offering and the perceived alternatives

Determinants of customer perceived value

What is customer’s satisfaction?

Marketing term measuring how

products or services supplied by a company

meet or surpass consumer’s expectation

Monitoring satisfaction

Kanak Chaudhary

DISCLAIMERCREATED BY KANAK CHAUDHRY,

HBTI KANPUR DURING AN INTERNSHIP BY PROF SAMEER MATHUR,IIM L.

www.IIMinternship.com