In this course, Himanshu will discuss the book by Philip Kotler and Kevin Lane Keller. In this course, he will discuss Part A of Chapter 5. What are customer value, satisfaction, and loyalty, and how can companies deliver them? What is the lifetime value of customers, and how can marketers maximize it? In this first half of chapter 5 we will learn about how the quality of service and product is important for marketers and why listening to the customer grievance is helpful for companies. How one should respond to the issue raised by customers? We will also learn through plenty of examples about customer value satisfaction. Tags: MBA Syllabus, Marketing Syllabus, MBA Exam.

English

Understanding Marketing Management by Phillip Kotler and Kevin Lane Keller - Chapter 5 (Part A)

Management

This is the course Overview and the topics that are related to retention and customer database we will be looking in Part A

Course Overview

Traditional amd Modern Organisation

Customer Percieved Value

Example for Customer Perceived Value

Customer Value Analysis

Total Customer Satisfaction

Measuring Customer Satisfaction

Influence of Customer Satisfaction

Handling Customer Complaints

Product and Service Quality

Please Login To Continue

Course Overview

Njm Njm

Understanding Marketing Management by Phillip Kotler and Kevin Lane Keller - Chapter 5 (Part A)

1

2

3

4

5

6

7

8

9

10

Crack Goal with Unacademy

Get subscription and access unlimited live and recorded courses from India's best educators

Structured syllabus

Daily live classes

Ask doubts

Tests & practice

Similar Plus Courses

Complete Course on Social Psychology - NET/SET/GATE & Clinical Psychology

Hafsa Malik

Nexus: Course On Relations & Function for JEE 2026

Arvind Kalia