Chap 6,consumer buying & percieved value
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. . . . . . . . Marketing Management Prepared by PROF. RAJESH KUMAR (MBA IMT, GBD,SIX-SIGMA BLACK BELT CERTIFIED) Prof. of IMT-CDL(DIMS) IP UNIV (Ex. HOD-MARKETING,BSD) E:[email protected] P:9810275444 www.marketingandbrandingguru.com
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This slide will give fair view about how & in which circumstance consumer buy the product.
Transcript of Chap 6,consumer buying & percieved value
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Marketing Management Prepared by
PROF. RAJESH KUMAR(MBA IMT, GBD,SIX-SIGMA BLACK BELT CERTIFIED)
Prof. of IMT-CDL(DIMS)IP UNIV
(Ex. HOD-MARKETING,BSD)E:[email protected]
P:9810275444www.marketingandbrandingguru.com
HDFC Offers an Assortment of Services to Satisfy its Customers
Organizational Charts
Customer Perceived Value
Customer perceived value
It is the difference between the prospective customer’s evaluation of all the benefits and all the costs of an offering and the perceived alternatives.
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Determinants of Customer Perceived Value
Image benefit Psychological cost
Personal benefit Energy cost
Services benefit Time cost
Product benefit Monetary cost
Total customer benefit Total customer cost
Customer Relationship Management
CRM
It is the process of carefully managing detailed information about individual customers and all customer touch points to maximize customer loyalty.
Customer Relationship Management
Focus on CRM
Customer Relationship Management
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Framework for CRM
Identify prospects and customers
Differentiate customers by needs and value to company
Interact to improve knowledge
Customize for each customer
