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Este Cmap, tiene información relacionada con: 1-Customer satisfaction, customer loyalty has to be based on customer defection and keeping customer, customer defection and keeping customer because benefits are increased with active customers, has to use a value proposition needs be different and surprising, customer loyalty has some keys concepts 5% customer increase = 25% - 85% of company benefit, has to use a value proposition that means score assigned by customer during service / product purchase, KEEPING AND CUSTOMER SATISFACTION has some key elements like segmentation, customer loyalty has some keys concepts keeping good customer buying my service/product, benefits are increased with active customers due to trust cost, segmentation that means identification of customers with similar features, KEEPING AND CUSTOMER SATISFACTION has some key elements like first one you have to know the insatisfaction cause, company customer focus that needs other elements like people, IT, procedures, etc, benefits are increased with active customers due to reduced service cost, has to use a value proposition needs keep on time, KEEPING AND CUSTOMER SATISFACTION has some key elements like try to reach 3 in satisfaction level in non-competitive market, customer loyalty has some keys concepts you have to fulfill customer needs with excelent performance and benefit, customer defection and keeping customer because customer defection is more expensive that customer keeping, customer loyalty has some keys concepts company benefit = customer quantity * average customer benefit, company customer focus that needs process helping employees how is with customers, KEEPING AND CUSTOMER SATISFACTION has some key elements like company has to be useful for best (valuable) customers, KEEPING AND CUSTOMER SATISFACTION has a fundamental element customer loyalty