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a l u eS a t i s f a c t i o nCustomer Value Defined From anywhere… to anyone Introduction to Customer Value Management Quality Attributes Performance Rating Importance Weight ABC XYZ Product Information 50 6 8 Advertising and Promotion 20 6 7 Customer amp。 Consultation 20 9 6 Customized Solutions 10 8 7 100 From anywhere… to anyone Introduction to Customer Value Management Stage One Stage Two Stage Three Stage Four Minimum Requirements Customer Focus Customer Attitudes Competitive Focus on Targeted Markets Conformance Quality ? Delivering what we promise ? Meeting standards Customer Satisfaction ? Providing what customers want ? Responding to customer plaints Customer Loyalty ? Retaining our customers ? Getting them to remend us Customer Value ? Meeting critical needs of targeted customers ? Outperforming petitors ? Creating new, unique benefits 21st Century Growth Company Source: Adapted from Managing Customer Value by Bradley T. Gale, (New York, The Free Press, 1994) From anywhere… to anyone Introduction to Customer Value Management I can’t get no (customer) satisfaction… ?Satisfaction in itself does not lead to customer loyalty ?Positive empirical relationship betwe