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Unformatted text preview: pyright Art Weinstein, Ph.D., 2011
copyright 2 What is Customer Value?
What is Customer Value?
Customer Value (CV) – is the “satisfaction of customer
requirements at the lowest total cost of ownership,
acquisition and use” (DeRose)
Customer value means relative worth or importance
means CV is a combination of S-Q-I-P
Service , Quality
copyright Art Weinstein, Ph.D., 2011 3 Customers’ Perception of Value
■ Tradeoff between benefits received
from offer versus sacrifices to
CV = Benefits / Costs
■ Value creation occurs when
product/service and user interact in
particular use situatio...
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This document was uploaded on 02/14/2014 for the course CRM 3550 at Nova Southeastern University.
- Fall '14