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Explain the concept of the value equation

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Reference no: EM132164129

Project Description:

Part 4 of the Capstone Project explores customer-experienced value.

1. Review the components of the customer-experienced value system and explain the concept of the value equation and how it applies to the organization you have chosen for this project.

2. Value from service can be obtained through conformance to specification and fitness for purpose. Expand on how the product/service offered by the organization you have chosen conforms to specification and meets its purpose.

3. As a potential customer, identify and describe service gaps in the company you have chosen, which would have a negative impact on word-of-mouth recommendations. See Figure 6.4 on page 169 in the textbook for reference.

Project Description:

As you reflect on the last 4 Parts of the Capstone Project, develop a 10-slide (minimum) PowerPoint Presentation focusing on the following:

1. The Organization's client base and how it is being managed

2. Customer Retention Strategies the Organization utilizes

3. Customer Portfolio Management

4. Customer-experienced value system specific to the organization

5. A summary of your suggestions to improve the existing CRM or build a new one

Reference no: EM132164129

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