Professional Documents
Culture Documents
Target market
Product and services
Price
Distribution
Promotion
Need recognition
Information search
Evaluation of alternatives
Service Purchase and Consumption
Post Purchase Evaluation
Physiological needs
Safety and security needs
Social needs
Ego needs
Self-actualisation needs
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Complaint solicitation
Requirement research
Critical incidence research
Trailer calls
Mystery shopping
Customer panel
Lost customer research
Satisfaction survey
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Objective
Sample
Data
collection
Qualitative Research
Quantitative Research
To gain a qualitative
understanding of the
underlying reasons and
motivation
Unstructured
Structured
Statistical
Outcome
Develop an initial
understanding
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E-focus groups
E-surveys
Depth interview
Industrial interviews
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Criteria
Issue
Remarks
Specification
methodology
Error/Accuracy
Examine errors in approach, Research
Assess accuracy by comparing data from
design, Sampling, data collection, reporting different resources
Currency
Time lag between collection and publication Census data is periodically updated by
frequency of Updates
syndicated firms
Objective
nature
Dependability
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Correlation Analysis
Regression Analysis
Factor Analysis
Cluster Analysis
Conjoint Analysis
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Product
Delivery
Product Performance
Companys Staff
Price
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MEASUREMENT &
IMPROVEMENT
CREATE AN
ACTION PLAN
Customer
Satisfaction
& Loyalty
CHALLENGE &
REDEFINE THE
SEGMENT ACTION
CHALLENGE &
REDEFINE THE CVP
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Any Questions?
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