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CREATING CUSTOMER VALUE AND
RELATIONSHIPS
How can companies attract and retain the right customers and cultivate strong customer relationships
Customer Relationship Management –
is the process of carefully managing detailed information about
individual customers and all customer touch points to maximize
customer loyalty.
How can companies attract and retain the right customers and cultivate strong customer relationships
CONCEPTS FOR
PERSONALIZATION
Permission Marketing-
It is a practice of marketing to consumers only
after their expressed permission
Identify prospects and
customers
Differentiate
customers by need
and value to company
Interact to improve
knowledge
Customize for each
other
One-to-One
marketing
Reduce the
rate of
defection
Enhance
share of
wallet
Terminate
low profit
customers
Focus more
effort on
high profit
customers
How can companies attract and retain the right customers and cultivate strong customer relationships
Loyalty is build by:
Interacting with customers
Creating Institutional Ties
Developing Loyalty program
Win backs
Credit
• http://www.t2achieve.com/tag/customer-service-training/
• http://www.dreamstime.com/royalty-free-stock-images-crm-image19394569
• http://group-era.com/distribution/en/crm/
• http://blog.gemalto.com/blog/2011/08/10/opt-in-for-mobile-permission-
marketing-2/
• http://www.mrgoodacre.com/attracting--retaining-customers.html
• http://www.dplindbenchmark.com/employee-loyalty-a-huge-benefit/
https://oneboldmove.com/loyalty-brings-business-longevity-and-stability/
How can companies attract and retain the right customers and cultivate strong customer relationships
How can companies attract and retain the right customers and cultivate strong customer relationships

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