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Top- Management

Middle management

Frontline people

CUSTOMERS

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Customers

Frontline people

Middle management

Top- Management

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The difference between the prospective customer’s evaluation of all the benifits and all the costs of an

offering and perceived alternatives.

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Total Customer

BenifitProduct benifit

Services benifit

Personnel benifit

Image benifit

Total Customer Cost

Monetary Cost

Time Cost

Energy Cost

Psycological Cost

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Talk with Michael Dell

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Because Customer expects much more than just the product

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Attribute Identification & benifits of customer value

Assess the quantitative importance of benifits and attributes

Assess company and competition’s performances on values

Examine a specific segment rate

Monitor customer values over time

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Satisfaction is a person’s feelings of pleasure or disappointment that results from comparing a product’s

perceived performance to expectations

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Influence

Customer Complaints

Satisfaction

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Quality is the totality and characteristcs of product or service that bear on its ability to

satisfy stated or implied needs

• Created by Karan Bhatt, NIT Surat, during an internship by Prof. Sameer Mathur, IIM Lucknow.

• www.IIMInternship.com