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1、2000 Prentice HallObjectivesObjectivesDefine value&satisfaction-understand how to deliver themThe nature of high-performance businessesHow to attract&retain customersImproving customer profitabilityTotal quality management2000 Prentice HallResourcesOrganizationandaligning.High Performance BusinessHi
2、gh Performance BusinessProcessesBy improving critical business.Stake-holdersSet strategies to satisfy key.2000 Prentice HallSatisfied Customers:Satisfied Customers:Are loyal longerBuy more(new products&upgrades)Spread favorable word-of-mouthAre more brand loyal(less price sensitive)Offer feedbackRed
3、uce transaction costs2000 Prentice HallInactive orex-customersCustomer DevelopmentCustomer DevelopmentPartnersAdvocatesClientsRepeatcustomersFirst-timecustomersSuspectsProspectsDisqualifiedprospects2000 Prentice HallCustomer/Product Customer/Product Profitability AnalysisProfitability AnalysisP1HighlyprofitableproductP2ProfitableproductP3LosingproductP4Mixed-bagproductProducts+Highprofitcustomer+-Mixed-bagMixed-bagcustomercustomer+-LosingcustomerC1C2C3Customers