The document discusses cultivating relationships with profitable customers by focusing on their touch points, making the brand relevant, targeting customers with permission, empowering customers, taking feedback, rewarding loyalty, addressing complaints, creating ties with other brands, and winning back customers in order to build long term relationships that account for 80% of revenue.

1. Cultivating Relationships with the Right Customers

2. Without customers,
you don’t have a business

3. But not all customers are profitable!

4. Top 20% of customers account
for 80% of revenue

5. The aim is to build long term relationships

6. Take regular feedback
CRM focuses on the customer’s ‘touch points’

7. The first step is to make the brand relevant
to the customer

8. Target customers with their permission

9. One-on-one marketing to exclusive
customers

10. Empower
the
Customer

11. Take regular feedback

12. Reward Loyalty

13. Only 5% complain if 25% are
dissatisfied
Redressal of their complaints is of paramount importance

14. Create tie
with othe
trusted bran

15. Win back customers

16. Thank You
Created by Ashutosh Rungta, IIT Roorkee, during an internship by Prof. Sameer
Mathur, IIM Lucknow
www.IIMInternship.com
References:
All images have been taken from Google image search and do not violate any
copyrights.