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derek hendrikz
www.derekhendrikz.com
www.derekhendrikz.com
Mutual Independence
Independence and Choice
Competition &
Conflict
Mutual
Co-operation
Transactional...
A person or entity, who through the
purchasing of goods or services, directly
or indirectly sponsors the existence of a
sp...
www.derekhendrikz.com
The establishment, evolution and
maintenance of relationships that
will enhance the retention of
customers with the ultima...
www.derekhendrikz.com
www.derekhendrikz.com
www.derekhendrikz.com
www.derekhendrikz.com
“If you are in a meeting for 15
minutes and people are not
talking about the customer or
something that impacts on the
cus...
Customer Focused: Customer Driven:
We think about our customers We think like our customers
Believe customers are importan...
www.derekhendrikz.com
Derek Hendrikz
www.derekhendrikz.com
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Customer Relationship Management by Derek Hendrikz

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The CRM or Customer Relationship Management slides by Derek Hendrikz introduces the CRM concept in terms of definitions, process, customer service or care vs customer driven approaches, etc.
www.derekhendrikz.com

Published in: Business
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Customer Relationship Management by Derek Hendrikz

  1. 1. derek hendrikz
  2. 2. www.derekhendrikz.com
  3. 3. www.derekhendrikz.com Mutual Independence Independence and Choice Competition & Conflict Mutual Co-operation Transactional Marketing Relationship Marketing
  4. 4. A person or entity, who through the purchasing of goods or services, directly or indirectly sponsors the existence of a specific organization or business. www.derekhendrikz.com
  5. 5. www.derekhendrikz.com
  6. 6. The establishment, evolution and maintenance of relationships that will enhance the retention of customers with the ultimate aim of ensuring organizational survival. www.derekhendrikz.com
  7. 7. www.derekhendrikz.com
  8. 8. www.derekhendrikz.com
  9. 9. www.derekhendrikz.com
  10. 10. www.derekhendrikz.com
  11. 11. “If you are in a meeting for 15 minutes and people are not talking about the customer or something that impacts on the customer, get up and walk out” (Ian Brooks: 2001) www.derekhendrikz.com
  12. 12. Customer Focused: Customer Driven: We think about our customers We think like our customers Believe customers are important Know customers are our business Focus on internal issues Focus on the world of the customer Use information to change the customer Use information to change their business Do things that work for the company Do things that work for the customer Staff are advocates for the company Staff are advocates for the customer Decisions are made without thinking about the customer Customers are considered before decisions are made www.derekhendrikz.com
  13. 13. www.derekhendrikz.com
  14. 14. Derek Hendrikz www.derekhendrikz.com

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