Wednesday, January 13, 2010

Creating Customer Value, Satisfaction and Loyalty

We create customer value, satisfaction and loyalty by:
1. Understanding customer perceived value (what is important for customers?)
2. Interpreting customer satisfaction (what?)
3. Monitoring satisfaction (how to use?)
4. Defining product and service quality (what?)
5. Maximizing customer lifetime value (how to measure?)
6. Using customer relationship management (how?)
7. Attracting and retaining customers (how?)
8. Building loyalty (how?)
9. Customer databases (what or how?)
10. Data warehouses and data mining (for what?)

Mary Kristine P. Andrade (December 1, 2009)