RELATIONSHIP MARKETING
THE CUSTOMER LOYALTY PYRAMID
MARKETING
CREATING CUSTOMER VALUE
GAP ANALYSIS
100
An organization's attempt to develop a long-term, cost-effective link with a customer for the benefit of both the customer and the organization
What is relationship marketing?
100
A progression of customer psychological movement from awareness to loyalty
What is the customer loyalty pyramid?
100
Lawson
What is our instructors name?
100
value=clinical quality provided+process quality-(price+service acquisition cost)
What is the Health care service value equation
100
An approach to identify the gaps in effective service delivery
What is gap analysis?
200
Core of an effective relationship marketing strategy
What is customer relationship management (CRM)?
200
Awareness, Interest, Evaluation
What is the first three tiers in the pyramid?
200
A short summary used to quickly and simply define a person, profession, product, service, organization or event and its value proposition.
What is an elevator pitch?
200
Refers to how much effort the customer has to use in order to access the service value
What is Service Acquisition Cost?
200
"Walks the Talk"
What is gap 2?
300
Customers should be recognized as key assets to any organization
What is a key factor to develop an effective CRM?
300
Repeat Purchase
What is the result in customer satisfaction?
300
Awareness, Information, Need, Closure (A INC)
What is the recipe to make money?
300
Dependability, responsiveness, authority, empathy, tangible evidence
What is service process quality dimensions?
300
Gap related to resources
What is gap 3?
400
Customers vary in their preferences, needs, and buying behaviors
What is a key factor to develop an effective CRM?
400
Profitability and market share
What is maximized customer satisfaction result in?
400
Price, Product, Promotion, Place
What is the 4 P's of Marketing?
400
Price/value Relationship
What is an important factor for creating customer value?
400
A flow chart of the points of interaction between the customer and the service offering
What is customer contact audits?
500
Develop a strategy that shifts the organization's thinking from the individual transaction
What is the foundation of relationship marketing?
500
Trial
What is involved in the first time purchase?
500
Cacophony
What is the sound of money?
500
An organization that has integrated technology and the internet to deliver on the value equation
What is Everett Clinic?
500
When the operational processes of a patient or other external customer's interactions with a clinic or hospital are mapped out
What is Medical Service Blueprints?
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