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Building Customer Satisfaction, Value, and Retention

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Sumit Pradhan

Building Customer Satisfaction, Value, and Retention

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Chapter 3 Building Customer Satisfaction, Value, and Retention PowerPoint by Karen E. James Louisiana State University - Shreveport
Objectives ,[object Object],[object Object],[object Object]
Objectives ,[object Object],[object Object]
Customer Value ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Perceived Value ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Satisfaction ,[object Object],[object Object]
Customer Satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
High Performance Businesses ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
High Performance Businesses ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
High Performance Businesses ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
High Performance Businesses ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Core Business Practices ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Retention ,[object Object],[object Object],[object Object],[object Object],[object Object]
Drivers of Customer Equity ,[object Object],[object Object],[object Object]
Strong Customer Bonds ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Strong Customer Bonds ,[object Object],[object Object],[object Object],[object Object],[object Object]
Strong Customer Bonds ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
20 – 80 – 30 Rule ,[object Object],Half of your profit is lost serving the bottom 30% of your customer base Generate 80% of your profit 30 80 20

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Building Customer Satisfaction, Value, and Retention

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