Professional Documents
Culture Documents
Total
Product Personal
customer
value value
value
Customer-
delivered
value
Total
Monetary Energy
customer
cost cost
cost
Loyalty
Periodic Surveys
Mystery Shoppers
Monitor competitive
performance
Maruti and Customer Satisfaction
Product and Service Quality
Conformance Performance
quality quality
Total Quality Management
TQM is an organization-wide
approach to continuously
improving the quality of
all the organization’s processes,
products, and services.
Maximizing Customer Lifetime Value
Customer
Profitability
Customer Lifetime
Equity Value
Customer-Product Profitability
Analysis
Estimating Lifetime Value
Value
Equity
Brand Relationship
Equity Equity
Customer Relationship Management
Framework for CRM
Increase longevity
Terminate low-profit
customers
Prospects Disqualified
First-time Repeat
customers customers Clients Members
Partners
Ex-customers
Customer Loyalty Pyramid
More
Value,
Less
Customers
Levels of Relationship Marketing
Forming Strong Customer Bonds
Add financial
benefits
Add social
benefits
Add structural
ties
Database Key Concepts
To identify prospects
To target offers
To deepen loyalty
To reactivate customers
To avoid mistakes
Thank You, Class