1. 5 Creating Customer Value, Satisfaction, and Loyalty
MARKETING MANAGEMENT 5
Creating
Customer Value, Satisfaction, and Loyalty

2. Chapter Questions
What are customer value, satisfaction, and loyalty, and how can companies deliver them?
What is the lifetime value of customers?
How can companies both attract and retain customers?

3. A Customer-Oriented Model?

4. The Value Proposition The cluster of benefits the
company promises to deliver

5. Measuring Satisfaction
Periodic Surveys
Customer Loss Rate
Mystery Shoppers
Monitor competitive performance

6. Loyalty A commitment to re-buy or re-patronize a product
or service in the future.

7. Building Loyalty
Partnership
Proactive
Accountable
Reactive
Basic

8. Maximizing Customer Lifetime Value
Profitability
Customer
Equity
Lifetime
Value

9. Customer-Product Profitability Analysis

10. Estimating Lifetime Value
Annual customer revenue: $500
Average number of loyal years: 20
Company profit margin: 10
Customer lifetime value: $1000

11. Framework for CRM Identify prospects and customers
Differentiate customers by needs
and value to company
Interact to improve knowledge
Customize for each customer

12. CRM Strategies Reduce the rate of defection Increase longevity
Enhance “share of wallet”
Terminate low-profit customers
Focus more effort on high-profit customers

13. Customer Retention
Acquisition of customers can cost 5 times more than retaining current customers.
The average customer loses 10% of its customers each year.
A 5% reduction to the customer defection rate can increase profits by 25% to 85%.
The customer profit rate increases over the life of a retained customer.

14. Customer-Development Process
Suspects
Prospects
Disqualified
First-time
customers
Repeat
customers
Clients
Members
Partners
Ex-customers

15. Reducing Customer Defection
Define and measure retention rate.
Distinguish causes of customer attrition.
Estimate profit loss associated with loss of customers.
Assess cost to reduce defection rate.
Gather customer feedback.

16. Forming Strong Customer Bonds
Add financial
benefits
Add social
benefits
Add structural
ties

17. Activity Choose a business and show how
you would go about developing a
quantitative formulation that captures
the concept of customer lifetime value.