Assessing Customer Loyalty by Derek Hendrikz explores the customer care relationship management (CRM) relationship levels, especially the business to business relationships in customer care. www.derekhendrikz.com

2. Copyright © 2012: Derek Hendrikz Consulting
Partner: a person who has the relationship of a partner with you
within the organisation.
Advocate: a person who actively recommends you to others, who
does your marketing for you.
Supporter: a person who likes your organisation, but only supports
you passively.
Client: a person who has done business with you on a repeat basis
but may be negative, or at best neutral, towards your organisation.
Purchaser / Networking Liaison: a person who has done business
just once with your organisation / benefitted you once.
Prospect: a person whom you believe may be persuaded to do
business / network with you.

3. (1) Prospect
•What will we both
get?
•How much
investment?
•What adaptations?
•What learning?
•Trust?
(2) Exploratory
•Investment for time
for learning &
distance reduction
•No routines or
commitment.
(3) Development
•Intensive mutual
learning.
•Building trust through
investment & informal
adaptation.
(4) Commitment
•Routine &
Institutionalisation.
(5) Ultimate
Partnership
•Advocates for
your cause.
•Minimum
maintenance.
Copyright © 2012: Derek Hendrikz Consulting

4. Copyright © 2012: Derek Hendrikz Consulting

5. Characteristics Weight Strategy
1 XYZ 8 S1
2 XYZ 18 S1
3 XYZ 27 S1
4 XYZ 35 S8
5 XYZ 10 S2
6 XYZ 20 S2
7 XYZ 30 S2
8 XYZ 35 S9
9 XYZ 5 S10
10 XYZ 5 S4
11 XYZ 10 S5
12 XYZ 5 S6
13 XYZ 5 S7
Copyright © 2012: Derek Hendrikz Consulting

6. Assessing Risk in Networking
Risk
(Increase
Communication
Profound
Networking Action
Needed
Average
Networking Action
Needed
(Increase
Contingency
Financial
Impact
Slight Networking
Action Needed
Copyright © 2012: Derek Hendrikz Consulting

7. Derek Hendrikz
www.derekhendrikz.com