Question:Ā Which of the following is the first step in customer value analysis?
AĀ Examine how customers in a specific segment rate the company’s performance.
BĀ Ā Assess the company’s and competitors’ performances on the different customer values against their rated importance.
CĀ Identify the major attributes and benefits that customerās value.
DĀ Monitor customer values over time.
Answer:Ā Identify the major attributes and benefits that customerās value.
| Steps in customer value analysis | Description | |
| 1 | Identify the major attributes and benefits that customers value | This step involves understanding and defining the key factors that are important to customers. |
| 2 | Assess the quantitative importance of the different attributes and benefits | This step determines the relative significance of each factor for customers. |
| 3 | Examine how customers in a specific segment rate the company’s performance |
This step involves collecting feedback and ratings from customers regarding their perception of the company’s performance. |
| 4 | Assess the company’s and competitors’ performances on the different customer values against their rated importance |
This step compares how the company and its competitors perform in relation to the identified customer values. |
| 5 | Monitor customer values over time | This step continuously track and evaluate customer values and preferences to adapt to changing customer needs and market dynamics. |