powerpoint presentation

1. Customer Relationship:
Customer Service
JEICEL DORADO AND DANIS AGRAVIO
12-ABM 1 (S.Y. 2019-2020)

2. Customer- Driven Marketing
A customer is a person or organization that transacts with a
business person or business organization to buy goods or
services for monetary or other valuable considerations.

3. Customer Service
Customer service is the process of ensuring customer
satisfaction with a product or service. Customer service can
take on many forms sales person assistance, product
delivery, technical advice, help desks, or other means.

4. Customer Service Programs
Retail establishments have realized that customers are
not only drawn to stores because of their product
offerings and convenient locations, but also by the
superior customer services they provide.

5. MANAGING
CUSTOMER SERVICE
QUALITY
Maintaining high levels of
customer service quality
may be challenging due to
variability of services.
MANAGING CUSTOMER
SERVICE
DIFFERENTIATION
Customer-centered organizations
can differentiate their service
through: (1) the development and
training of competent customer
contact personnel and (2)
designing and implementing a
superior delivery environment
and process.

6. Customer Relationship
Management
Customer relationship management (CRM) is a
process of managing an organization`s interactions
with current and future customer. The rationale for
CRM is the recognition that companies can sustain
long-term profitability by attracting and maintaining
their most valuable customers.

7. Management Strategies Successful Customer
Relationship
1. Adopt the right mindset towards customer service.
If product improvement is not anymore effective , businesses turn to
customer service. Investment in customer service will not strain, but will
instead improve a company`s finances over time.
2. Purchase or develop CRM software.
Through CRM, a company manages company`s interaction with
current and future customers with ease.
3. Estimate customer acquisition and retention costs.
Using CLV, the total cost for acquiring or retaining a customer can be
calculated and determined. The CLV can also be a guide in selective
product discounting.

8. 4. Develop and implement a customer service training program.
The customer are the lifeblood of any business. This makes customer
service critically important.
5. Empower sales persons to make decision.
The salespeople is the one responsible for sealing the deal with a
customer. A salesperson should be empowered to make instantaneous
decision while with a customer or potential customer.
6. Establish communication lines between your customer
and customer contact staff.
Communication is essential for the CRM strategies. Personalize
and humanize the business and its atmosphere.

9. 7. Shop your competition.
Keep track of what competitors are doing in the area of customer
service. Adapt their good practices to stay ahead of the game.
8. Keep innovating customer service.
Never be satisfied with the level of your service. Try to discover
how the organization can make the experience of the customers
better.
9. Promote genuine customer service with passion.
Customers can easily discern if customer service is
insincere. Customer contact personnel must internalized that
the customer is the actual source of their livelihood.