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  • HR Department

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    Ajay K
    7 views2 pages
    The document discusses how companies can create value for customers. It outlines five stages: 1) understanding customers' overt and latent needs, 2) communicating advantages and building awareness, 3) making products available through distribution and sales channels, 4) delivering high quality products and building a strong brand, and 5) delighting customers and going beyond their expectations to create lasting value.

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    HR Department

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    The document discusses how companies can create value for customers. It outlines five stages: 1) understanding customers' overt and latent needs, 2) communicating advantages and building awareness, 3) making products available through distribution and sales channels, 4) delivering high quality products and building a strong brand, and 5) delighting customers and going beyond their expectations to create lasting value.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    7 views2 pages

    HR Department

    Uploaded by

    Ajay K
    The document discusses how companies can create value for customers. It outlines five stages: 1) understanding customers' overt and latent needs, 2) communicating advantages and building awareness, 3) making products available through distribution and sales channels, 4) delivering high quality products and building a strong brand, and 5) delighting customers and going beyond their expectations to create lasting value.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    CREATING CUSTOMER VALUE

    OVERT CUSTOMER CUSTOMER CUSTOMER CUSTOMER


    NEEDS WANTS TRIAL EXPERIENCE DELIGHT

    CUSTOMER

    ADVT & COMMUNICATION


    NEEDS

    DISTRIBUTION & SALES

    PRODUCT & BRANDS

    CUSTOMER VALUE
    LATENT
    NEEDS + + =
    Delivery System of HR
    Value
    Value delivery mode
    delivery
    system

    Th te

    Th rv
    In

    se
    ro lle

    ro ice
    ug c t

    ug
    Co

    h
    ns
    is
    te
    nc
    y

    Quality Intellectual
    Validity
    Cu
    st
    om
    Value Creation

    Intervention
    iz

    Application of
    at
    io

    & knowledge
    n

    Co Best Practices
    nv
    en
    ie
    nc Web &
    e Individualized
    One Stop HR &
    Shop Ownership

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