Show:
Customer behavior
7 P's
Service Profit Chain
SWOT
CRM
100
People who buy a product-service
What is customer?
100
Marketing Mix
What is 7 P's ?
100
The primary determinant of ____ is perceived value-that the customer has gained more from the product than he or she thinks it is worth.
What is customer satisfaction?
100
It is internal and includes resources, geographical location, quality, reputation, experience, knowledge
What is strengths
100
This is improving business customer relations
What is CRM?
200
Study of individuals,groups or organizations and the processes they use to select,secure, and dispose of product ,service,experiences,or ideas to satisfy needs and the impacts that these processes have on the consumer and society.
What is customer behavior ?
200
Product,Price,Place,Promotion,People,Process and Physical Evidence
Of what consist 7 P's ?
200
What the product is worth.
What is value?
200
It is external and includes innovation and technology development, diversity of the business, new product development
What is opportunities
200
Managing customers and creating loyalty.
What is the purpose of CRM?
300
All of them
Which ingredients of 7 P's are key to succes?
300
Excited customers tell other people about their experiences and create ambassadors for the company they become ____ and they keep returning.
What is loyal customers
300
These are characteristics that place the business or project at a disadvantage to others
What is weaknesses
300
Key account management.
What is marketing management aproach that deals with major customers in B2B market?
400
Actions that consumers take in regard to making decisions about purchasing various goods and services.
Customer behavior consists of what?
400
EXTENDED Marketing Mix
How else can we call 7 P's ?
400
The service ____ has to do with his or her ability to transform their wishes and needs of the customer into good solutions that would within the framework of the company.
What is employees' productivity.
400
These are elements in the environment that could cause trouble for the business or project
What is threats
400
Marriage.
What is the third step in CRM ( Strategic customer care) also called?
500
Self-Image
What is one of the key elements that influences consumer behavior?
500
The way a company communicates what it does and what it can offer to its customers.
What is Promotion?
500
In the service-profit chain employee satisfaction is a result of _____ which is measured by the feelings that employees have toward their jobs, colleagues and companies.
What is internal quality
500
The most common users of a _____ are team members and project managers who are responsible for decision making and strategic planning
What is SWOT analysis
500
Three.
How many stages in CRM path to customer loyalty?