On the driving element of customer value.docVIP

 PAGE \* MERGEFORMAT 5 On the driving element of customer value   Abstract: Following the last century, 90 years of service marketing and customer relationship management (CRM) craze, the theory community and the business community has once again set off on the customer satisfaction (CS) of the climax. As we all know, improve customer satisfaction is simply to provide customers with greater customer delivered value, and how to enhance customer value argument still ongoing. In this paper, Philip Kotler of the customer delivered value theory model and罗兰德拉斯特 customers based on the asset model of the customer value model, and summed up the driving element of customer value, refine the customer value of sub - promoting factor. With a view to explore the value of customer value added activities and how to establish a customer-centric organization has some significance.   Keywords: Customer value; model; customer satisfaction; promoting factor   Philip Kotler [1] that the total value of customers consists of four parts, namely, product value, service value, personnel value and image value; customer total cost of ownership consists of four parts, namely, the cost of money, time, cost, the cost of the cost of physical and mental. Kotler of the overall customer value and overall customer costs is defined as the difference between the customer delivered value, and that customer satisfaction by the customer delivered value, the size of the decision. Kotler’s customer delivered value model provides us with a general understanding of the customer value, to the author in this article how to guide the customer value segments.罗兰德拉斯特 [2 \〗 in its ‘DRIVIN G CUSTOMER EQUITY’ a book Customer Equity Model will be made by the drivers of customer equity is defined as the value of assets, brand assets and maintain assets, that this is a customer value model theoretical framework. Due to space constraints, so this article does not detail the theory of Kotler and rust.