Q4 L3

refers to the process of engaging with customers and developing long-term connections with them

impact financial performance

• sales and revenues

• operating costs

vital in surviving in a competitive environment.

Delivering superior customer value is crucial in building profitable relationships with customers.

methods to engage customers and manage profitable relationships

the building blocks are:

customer value

• customer satisfaction

customer's perceived worth of products compared to potential substitutes

measures the product performance vis-a-vis customer expectations

affected by:

customer service

price

brand image

• product quality

levels are:

• unsatisfied

satisfied

• delighted