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

Many companies make measuring customer satisfaction a top priority, but how should they achieve it? A marketing expert Frederick suggests only one customer question really matters: “How likely is it that you would recommend this product or service to a friend or colleague?” we will be studying Net Promoter and Customer Satisfaction.

Measuring Customer Satisfaction

Course Overview

Traditional amd Modern Organisation

Customer Percieved Value

Example for Customer Perceived Value

Customer Value Analysis

Total Customer Satisfaction

Influence of Customer Satisfaction

Handling Customer Complaints

Product and Service Quality

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Measuring Customer Satisfaction

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

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