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Strategy Consulting Helping businesses win at strategy
Strategy Consulting Helping businesses win at strategy

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... (CRM) strategies and increased the need for creating loyal customers. To point out the findings in marketing and finance literature with displaying the interaction between customer loyalty, word-of-mouth communication and repurchase intention is the main purpose of this study. ...
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... Normal Requirements are typically what we get by just asking customers what they want. Expected Requirements are often so basic the customer may fail to mention them - until we fail to perform them. For example, if coffee is served hot, customers barely notice it. If it's cold or too hot, dissatisfa ...
chapter three: crm in petroleum sector
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... term used to describe the various elements and methods required to formulate and execute retail marketing strategy. The mix may vary greatly according to the type of market the retailer is in, and the type of products / services. Understand the connections between the lifestyle and expenditure chara ...
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... the whole business seen from the point of view of the final result, that is, from the customer's point of view. Concern and responsibility for marketing must therefore permeate all areas of the enterprise. ...
The Voice of the Customer
The Voice of the Customer

... of the keys to the success of marketing tactics, as the “lens” model suggests that customers see the world through the lens of their perceptions (their needs). 4 The lens model says that customers choose (buy a product or service) if they prefer that product over others and it is available to them i ...
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Customer experience

Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service. It is measured by the individual's experience during all points of contact against the individual's expectations.Analysts and commentators have increasingly recognized the importance of managing the customer's experience.
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