Customer value

Prod Serv Personnel Image Monetary Time Energy Psychic

value value value value cost cost cost cost

Total Total
customer customer
value cost

Customer
delivered
value

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 Customer satisfaction
A person’s feelings of pleasure or disappointment
resulting from comparing a product’s perceived
performance (or outcome) in relation to his or her
expectations.

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 Relationship marketing

Suspects

First – time Repeat

Prospects Clients Advocates Partners
customers customers

Disqualified Inactive or
prospects ex-customers

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 Case study
‘Centaur India – Better business through
better customer satisfaction’, Contemporary
Indian Cases in Marketing, by Mukesh Pandey, Pg 293

Date of presentation: July 8, 09

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