Customer Management by Derek Hendrikz
•Download as PPTX, PDF•
0 likes•589 views
Customer management by Derek Hendrikz deals with the relationship between customer relations management (CRM), marketing and sales. Processes, assumptions and objectives are worked with. www.derekhendrikz.com
Recommended
More Related Content
More from Derek Hendrikz
More from Derek Hendrikz (14)
Recently uploaded
Recently uploaded (8)
Customer Management by Derek Hendrikz
- 2. Copyright © 2014 Derek Hendrikz Consulting www.derekhendrikz.com
- 9. The purpose of Customer Management is to provide effective solutions and processes for the establishment, evolution and maintenance of relationships that will enhance the acquisition and retention of customers with the ultimate aim of ensuring organizational survival. www.derekhendrikz.com
- 14. Customer Attraction Marketing CustomerAcquisition Sales Customer Retention CRM www.derekhendrikz.com
- 15. 1. That analysis of the relationship between the customer experience (relationship management) and profitability (cost / quality / time) is the best way to understand specific customer management. 2. That customer management objectives, customer segmentation, market share analysis and budget development are prerequisites commonly held by the fields of marketing, sales and CRM, and that the aforesaid cannot be done in isolation. 3. That the primary purpose of any marketing initiative will be to ignite customer awareness, consideration and action. 4. That the primary strategies of marketing will be advertising, promotion and branding. www.derekhendrikz.com
- 16. 7. That the primary task of sales is to acquire customers through negotiating a customer value proposition. 8. That the primary task of CRM is to retain customers via the establishment of interdependent relationships and providing effective font desk service. 9. That the majority of customer interaction takes place at the front desk, thus the frontline produces the bottom line. 10. That customer retention (farming) is less energy intensive than customer acquisition (hunting). www.derekhendrikz.com