review1 - Market-Based Management 4th edition Customer...

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Customer Focus and  Managing Customer Loyalty Chapter One Chapter One
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1-2 “I skate to where the puck is going, not to where it is” What Made Gretzky a Great Player?  What Made Gretzky a Great Player? 
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1-3 Customer Focus and Managing  Customer Focus and Managing  Customer Loyalty Customer Loyalty Chapter One Market orientation and customer focus The importance of customer satisfaction,  retention, and loyalty Building a measure of customer loyalty Customer relationship management Marketing knowledge
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1-4 Weak Customer Focus Weak Customer Focus
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1-5 Strong Customer Focus Strong Customer Focus Insert figure 1.2 here
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1-6 Customer Satisfaction Customer Satisfaction Measuring Customer  Satisfaction Customer Satisfaction  Index (CSI)  Why is it important? Directly correlated to profits Leading indicator of  operating performance Impact of Dissatisfied  Customers
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1-7 Why is customer 
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review1 - Market-Based Management 4th edition Customer...

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