CUSTOMER VALUE

Traditional marketing Vs. Modern marketing

Traditional
Top management Middle management Front-line people Customers

Modern marketing
Customers Front-line people Middle management Top management

Customer Perceived Value

CPV is the difference between the prospective customer¶s evaluation of all the benefits and all the costs of an offering and the perceived alternatives. Difference between total customer value and total customer cost
Total customer value:- product value, service value, personnel value and image value Total customer cost:- monetary cost, time cost, energy cost

Delivering High Customer Value

Loyalty:- commitment to re buy or re patronize Superior value preposition:-whole cluster of benefits that the company promises to deliver. Value delivery system:-all the experience the customers will have on the way to obtaining and using the offering.