Customer Value Management

Explore Customer Value Management. Understand customer needs, generate value, enhance service quality, and build loyalty to drive business growth.

Customer Value Management

1 Introduction to Customer Value Management

  1. The Concept of Customer Value Management (CVM)
  2. Process of CVM
  3. The Importance of CVM
  4. Why is CVM Required in Retail?
  5. Factors Influencing Customer Value Generation
  6. Benefits of CVM
  7. Institutionalising Customer Value Philosophy
  8. Long term Implications of CVM
  9. Emergence of Rural Customers

2 Customer Value Expectations

  1. Customer Value Expectations
  2. Customers’ Expectations and Customers’ Perception
  3. Determinants of Customer Value
  4. Social and Cultural Factors
  5. Personal Factors
  6. Physiological Factors
  7. Factors Influencing Change in Expectations
  8. How to Develop Right Value Expectations

3 Customer Value Perception

  1. Customer Value Perception
  2. The Perceptual Process
  3. Factors Influencing Perception
  4. Customer Value Hierarchy Model
  5. Holistic Value Perception
  6. Beliefs and Attitude towards Value

4 Customer Value Generation

  1. Concept of Customer Value Generation
  2. Customer Knowledge
  3. Knowledge Management and Value Generation
  4. Customer Value for Different Customer Segment
  5. Customer Feedback Analysis
  6. Customer Interaction Management
  7. Customer Experience Management
  8. Customer Loyalty

5 Customer Value Communication

  1. Customer Value Communication
  2. Need for Customer Value Communication
  3. Positioning Retail Services
  4. Designing Promotion Programme
  5. Integration of Marketing Communication
  6. Tools for Customer Value Communication
  7. Data Mining for Target Marketing
  8. Best Practices in Customer Value Communication
  9. Social Networking

6 Service Quality Management

  1. Service Quality
  2. Factors Influencing Service Quality
  3. Service Quality Models
  4. Gaps Model
  5. Measuring Service Quality
  6. Creating Value Perception through Quality
  7. Benefits of Service Quality to the Organisation
  8. Case Study

7 Customer Loyalty and Customer Retention

  1. Concept of Customer Loyalty
  2. Customer Loyalty Grid
  3. Concept of Customer Retention
  4. The Economics of Customer Value
  5. Classification of Customers
  6. Customer Retention Strategies
  7. Linking Customer Value to Customer Loyalty

8 Service Recovery and Customer Value

  1. Concept of Service Recovery
  2. Importance of Service Recovery
  3. Stages in Service Recovery
  4. Linkage between Service Recovery and Customer Value
  5. Customer Value Expectations in Service Failure
  6. Dimensions of Fairness in Service Recovery
  7. Internal and External Complaining Responses
  8. Potential Areas of Service Failures in Retailing
  9. Strategies of Service Recovery
  10. Employees Training and Service Recovery

9 Technology and Customer Value

  1. Customer Related Technology in Retail
  2. Using Technology to Create Customer Value
  3. Technology in Creating Customer Delivery Value
  4. Technology in Creating Communication Value

10 CVM in the Indian Context

  1. Understanding the Indian Diversity
  2. Effect of ‘Diverse Cultures within the Indian Culture’
  3. Challenges in Different Regions
  4. Challenges in Different Product Categories
  5. Cross Cultural Impact on CVM