顾客需求管理.pptVIP

华侨大学工商管理学院 LOGO 顾客需求管理Customer Demand Management 本章内容 1. 顾客需求的含义及获得 2. 顾客满意度及测评方法 3.客户关系管理 http:/// 华侨大学工商管理学院 顾客需求 需求的层次 生理需求 被尊重需求 社交需求 安全需求 自我价值实现需求 http:/// 华侨大学工商管理学院 顾客需求 需求的三个层次 Needs basic human requirements People need food, air, water, clothing, and shelter to survive. People also have strong needs for recreation, education, and entertainment Wants shaped by one’s society Demands Demands are wants for specific products backed by an ability to pay http:/// 华侨大学工商管理学院 顾客需求 People satisfy their needs and wants with products. A product is any offering that can satisfy a need or wan