Chapter 3 · Lecture Slides
Customer Value
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Slide Index
01Chapter 3: Customer Value
02LEXUS F1 PROJECT – CREATING CUSTOMER VALUE
03Customer Value, Customer Satisfaction & Performance
04Customer Satisfaction & Customer Value
05Value Drivers
06Customer Satisfaction & Value Drivers
07Customer Satisfaction & Value Drivers
08Customer Value Equation
09Peet's Coffee Performance
10Peet's Coffee – Performance Strategy
11Relative Performance
12Relative Performance
13Relative Price
14Relative Value
15Relative Value Map
16Industrial Products
17Gas Turbine Relative Value & Value Map
18Economic Value
19Economic Value Analytic – Subcompact SUVS
20Economic Value – Window Air Conditioners
21Ownership Value
22Total Cost of Ownership
23Total Cost of Car Ownership
24Ownership Value EV vs. Gas Powered Sedans
25Ownership Value EV vs. Gas Powered Sedans
26Drill Press Price and Total Cost of Ownership
27Drill Press Price and Total Cost of Ownership
28Ownership Value of Shipping Package
29AirCap Price Increase - $1.25
30Lifetime Customer Value
31Subaru Forester - Lifetime Cost
32Ford Escape - Lifetime Cost
33Lifetime Value – Ford Escape Value
34Lifetime Value – Blood Analyzers
35Lifetime Value – Blood Analyzers
36Customer Value