科特勒市场管理(第10版)第2章.pptVIP

Objectives Define value satisfaction - understand how to deliver them The nature of high-performance businesses How to attract retain customers Improving customer profitability Total quality management Determinants of Customer Delivered Value High Performance Business The Generic Value Chain Levi Strauss’ Value-Delivery Network Satisfied Customers: Are loyal longer Buy more (new products upgrades) Spread favorable word-of-mouth Are more brand loyal (less price sensitive) Offer feedback Reduce transaction costs Levels of Relationship Marketing Customer Development Customer/Product Profitab