Creating long term customers relationships

6 important questions on Creating long term customers relationships

What is the difference between traditional organisations and modern organisations?

traditional is top managers who are the boss and modern organisations are customer oriented

How is the company's ability to manage the value proposition called and what is needed for that?

the value delivering system and a set of good core business processes is needed for doing this

How do we monitor customer satisfaction?

- periodic surveys
- customer loss rate: why have you left us (best source of feedback, be happy they complain to you and not someone else)
- mystery shopper

use satisfied customer as ambassador
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What is product quality (def) and when is it achieved?

the totality of features and characteristics of a product or service that satisfy the stated needs, this is achieved when the product meets or exceeds the customers expectations

What is the 80-20 percent rule and what do we learn from this?

the top 20 percent of customers generate 80 percent of profit

sometimes you have to fire your customers

What is customer relationship management (CRM) and give 5 ex on how to improve CR

carefully managing detailed information about individual customers and all-customers 'touch point' to maximize loyalty
  1. one-to-one marketing (cola, nutella)
  2. customer empowerment (harry potter hardcore fans)
  3. customer reviews and recomandations (bnb's)
  4. co creation (lego)
  5. loyalty programms (starbuck point system, lot of information in return)

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