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How does marketing affect
customer value?
Suneel Anumolu
The Value Chain
primary activities
The Value Chain
support activities
Pratt & Whitney employs cross functional
employee teams to
build its products, such as this
4000 series aircraft engine
Core Business Processes
 Market-sensing process
 New-offering realization process
 Customer acquisition process
 Customer relationship management process
 Fulfillment management process
Characteristics of Core Competencies
 A source of competitive advantage
 Applications in a wide variety of markets
 Difficult to imitate
A Holistic Marketing Orientation
and Customer Value
How does marketing affect customer value

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