顾客满意跟关系营销资料.pptVIP

顾客满意及关系营销 The marketing concept is the belief that whole firm must be coordinated in its pursuit of the common goal -- customer satisfaction. Customer Philosophy Instead of “hunting ” marketing is “gardening ”. The job is not to find the right customer for your products, but the right products for your customers. As stated by Lester Wunderman , “The chant of the Industrial Revolution was that of the manufacturer who sad ‘This is what I made, won`t you please buy it.’ The call of the Information Age is the consumer asking, ‘This is what I want, won`t you please make it.’ ” 一.定义顾客价值和满意(