Topic 3

This document discusses maximizing customer satisfaction and value through attaining customer satisfaction, providing value and retaining customers. It touches on concepts like total quality management, quality in marketing, perceived quality, relationship marketing and customer retention to achieve the overall goals of customer satisfaction and value.

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Topic 3

Uploaded by

Sabrina Mahadi

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Download as DOCX, PDF, TXT or read online on Scribd

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Customer Value

ATTAINING CUSTOMER SATISFACTION,

Customer Satisfaction
VALUE AND RETENTION

Customer Satisfaction

Total Quality Mgmt

Quality in Marketing

Perceived Quality
Maximising Customer
Relationship Marketing
Satisfaction and Value

Customer Retention

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Topic 3

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Topic 3

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Customer Value

ATTAINING CUSTOMER SATISFACTION,

Total Quality Mgmt

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