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How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
How To Keep Your Current Customers
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How To Keep Your Current Customers

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The steps that must be followed to keep your current customers.

The steps that must be followed to keep your current customers.

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  • 1. “Make Everything You Do Count” Customer Interaction Management for Business Development & Retention By Brian DziwulskiCopyright 07/14/05Brian W. Dziwulski
  • 2. Who am I?• Experience – Director Of Sales Worldwide, Medical (Oncology) Supply – Past President of Sales & Marketing Executives of Buffalo & Milwaukee – Director of Professional Services, IT Consulting firm – Partner/Co-Founder of Sales/Marketing Cons. firm• Today – Business Development Manager offering solutions made possible by the merger of technology, services, marketing, & printingCopyright 07/14/05Brian W. Dziwulski
  • 3. Sales Funnels SaleCopyright 07/14/05Brian W. Dziwulski
  • 4. Initial Sale “Just the Beginning”Copyright 07/14/05Brian W. Dziwulski
  • 5. What we’re after!• Goals • Customer retention • Cross selling and lead generation • Increased sales • Increased profitabilityIn other words ‘Customer loyalty’Copyright 07/14/05Brian W. Dziwulski
  • 6. Initial Sale “Just the Beginning”Copyright 07/14/05Brian W. Dziwulski “Customer Loyalty”
  • 7. Sales Expenses - or - Customer Acquisition Costs Initial Sale “Just the Beginning”(Revenues) (Sales Lifetime Expenses) Value of Can be asa Customer little as 8 – 10% of Acquisition Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty” Costs
  • 8. Customer Interaction Management - Business Development & Retention Product DevelopmentCopyright 07/14/05Brian W. Dziwulski
  • 9. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Segment Copyright 07/14/05 Brian W. Dziwulski
  • 10. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Copyright 07/14/05 Brian W. Dziwulski
  • 11. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Copyright 07/14/05 Brian W. Dziwulski
  • 12. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Process Copyright 07/14/05 Brian W. Dziwulski
  • 13. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial “Just the Beginning” Sale Copyright 07/14/05 Brian W. Dziwulski
  • 14. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
  • 15. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
  • 16. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
  • 17. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
  • 18. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Marketing Visits Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
  • 19. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Marketing Visits Cross Selling Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
  • 20. Cross Selling Products Existing New Existing 1 2Customers New 3 4Copyright 07/14/05Brian W. Dziwulski The higher the number, the harder the sale.
  • 21. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Marketing Visits Cross Selling Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
  • 22. Customer Interaction Management - Business Development & Retention Product Development Highly Value PropositionTargeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Marketing Visits Cross Selling Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
  • 23. Customer Interaction Management - Business Development & Retention Hourglass Product Development Sales Highly Value Proposition Expenses Targeted by Prospect Identification - or - Segment Marketing / DM Customer Sales Acquisition Proces Costs s Initial Sale “Just the Beginning” (Revenues) Support (Sales Lifetime Expenses) Follow-Up Value of Surveys Can be as a Customer little as Marketing Visits 8 – 10% Cross Selling of Acquisition Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty” Costs

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