Customer

Value
 Customer Value is the
relationship between benefits
and the costs including
money, stress, and time to
sacrifice that is necessary to
get those benefits.
Benefits – Cost = Customer Value
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Importance of Customer
Value
1. Designing and providing superior
customer value are the keys to successful
business strategy in the 21st century.
2. Value reigns supreme in today’s
marketplace and marketspace.
3.Customers will not pay more than a
product is worth and will reward
excellence.
Importance of Customer
Value
4. A customer-centric culture provides focus and
direction for the organization, ensuring that
exceptional value will be offered to customers.
5. Designing and delivering superior customer
value propels organizations to market
leadership positions in today’s highly competitive
global markets – absolute advantage.
6. Providing outstanding customer value has
become a mandate for management.
Customer Relationship
Marketing
will make earlier agents of change look
inadequate. The key facilitator is
technology available to marketers. CRM
weds the individual customer and
technology in ways that are unique.
Customer Relationship
Marketing
These fourth-wave relationships, propelled
by a confluence of technological advances,
will themselves change at geometric rates.
(1) One-to-one marketing,
(2) Database marketing,
(3) Integrated marketing, and
(4) Interactivity.
Nine Relationship Marketing
Strategies and Tools
1. Networking - Networking, online and off, can
be a powerful relationship marketing technique.
This isn’t just for job seekers! Think about the
interests that you have as a business, and then
join groups that share your affinities.
2. Cherish Each Customer - Not just in the way
that every company says that they do. Make sure
that every interaction you have with your
customers shows them that they are valued.
Nine Relationship Marketing
Strategies and Tools
3. Listen to Your Customers - Listen to your customers!
Every business says they do, but not all follow through
or apply what they’ve heard. Even listening and
responding to compliments can be beneficial. People
love knowing they’ve been heard. Even complaints can be
a blessing in disguise. People often just want someone
to share their concerns with.
4. Build a Brand Identity - A memorable brand will
make it easy for customers to find you and your
product(s). Customers will gravitate toward what they
find that is memorable.
Nine Relationship Marketing
Strategies and Tools
5. Give Your Customers Free Information -
What’s better than free? Not much. Your
customers are seeking information about
your product(s). They have questions. Give
them answers! Identify the topics and
interests your customers have.
6.Loyalty Rewards - Loyalty programs
encourage shoppers to return to stores where
they frequently make purchases.
Nine Relationship Marketing
Strategies and Tools
7. Communicate Often - Relationships are
based on communication. Your customers
and users want to communicate with you, so
be sure to communicate with them often.
Relationship marketing works well when
you strive to be there for your customers.
8. Special Events - Holding a special event
for your existing or prospective customers is
a great way to build relationships.
Nine Relationship Marketing
Strategies and Tools
9. Face-To-Face Time - Like a lot of what
we’ve been mentioning, it comes back to
interactions. While electronic communication
is great, and often preferred, having a face-
to-face meeting can help the customer feel
valued.
 Customer Service
is the act of taking care of the customer's
needs by providing and delivering
professional, helpful, high quality service
and assistance before, during, and after the
customer's requirements are met. Customer
service is meeting the needs and desires of
any customer.
Characteristics of Customer
Service
• Promptness: Promises for delivery of products
must be on time. Delays and cancellations of
products should be avoided.
• Politeness: Politeness is almost a lost art.
Saying 'hello,' 'good afternoon,' 'sir', and 'thank
you very much' are a part of good customer
service. For any business, using good manners is
appropriate whether the customer makes a
purchase or not.
Characteristics of Customer
Service
• Professionalism: All customers should be
treated professionally, which means the use of
competence or skill expected of the professional.
Professionalism shows the customer they're cared
for.
• Personalization: Using the customer's name is
very effective in producing loyalty. Customers
like the idea that whom they do business with
knows them on a personal level.
For additional explanation of our topic,
you can visit the link below
Topic: Creating Costumer Value
https://www.youtube.com/watch?v=9I2baWR-rqg