The document discusses customer relationships in a business model and identifies key aspects to consider including customer acquisition, retention, boosting sales. It suggests considering the type of customer relationships that align with your value proposition and what relationships your different customer segments expect. Customer relationships can include personal assistance, dedicated help, self-service options, automated support, communities and co-creation.

1. businessmodelgeneration.com

2. Customer relationships
Motivation driving customer relationships
• Customer acquisition
• Customer retention
• Boosting sales (cross and upselling)
Deeply influences overall customer
experience

3. Customer relationships
• personal assistance
• dedicated personal assistance
• self-service
• automated services (from
extended self-service to
simulated personal assistance)
• communities
• co-creation

5. your project
Where are your opportunities for:
• Customer acquisition
• Customer retention
• Boosting sales (cross and upselling)

6. relation to value proposition
• what type of relationship is a match for our
value proposition?
• what type of relationship do each of our
customer segments expect us to
establish?