This document discusses strategies for developing strong customer relationships. It outlines 12 strategies including making every customer interaction count, following through on commitments, developing employees, offering valuable benefits, treating customers as individuals, listening to customers, building a strong brand identity, surrounding customers with useful information, having a website, rewarding loyalty, showing appreciation, and creating a casual blog. Developing customer relationships provides benefits like consistent customer experience, feedback, profitability, customer advocacy, and innovation. The document also discusses the Suki system of patronage used in Philippine business where customers regularly buy from specific vendors in exchange for discounts.
CHAPTER 1: MARKETING PRINCIPLES AND STRATEGIES
Lesson 1: Marketing and its Traditional Approaches
Lesson 2: Goals of Marketing
Lesson 3: Contemporary Approaches to Marketing
Credits: Principles of Marketing of Dr. Serrano- K-12
CHAPTER 1: MARKETING PRINCIPLES AND STRATEGIES
Lesson 1: Marketing and its Traditional Approaches
Lesson 2: Goals of Marketing
Lesson 3: Contemporary Approaches to Marketing
Credits: Principles of Marketing of Dr. Serrano- K-12
This presentation focuses on the principles of marketing as the heart of business strategies.Emphasis is on knowledge and understanding for the following:
1. Marketing concept
2. Five P's of marketing
3. Goals of marketing
4. Traditional marketing vs. Contemporary marketing
5. Marketing concept vs. Selling concept
SCREEN THE PROPOSED SOLUTIONS BASED ON VIABILITY,PROFITABILITY, AND CUSTOMERS...Joace Gayrama
THINGS TO CONSIDER DURING A PRODUCT VIABILITY ANALYSIS:
1. Consider product size and weight
2. Consider product fragility
3. Consider skus
4. Consider product lifespan
Lesson in Introduction to Philosophy of Human Person
"Join me on my YouTube channel for more insightful topics! Don't forget to hit the subscribe button and share with your friends to stay updated on all the latest content!"
https://www.youtube.com/@JehnSimon
My recommendations on how senior marketing leaders can increase the credibility/value of marketing and transform their organizations from being tactical & reactive to really strategic. It cuts through the marketing hype and gives real life examples from my time as CMO of Colt (FTSE250 IT/Cloud) and more recently as a strategic marketing consultant
This presentation focuses on the principles of marketing as the heart of business strategies.Emphasis is on knowledge and understanding for the following:
1. Marketing concept
2. Five P's of marketing
3. Goals of marketing
4. Traditional marketing vs. Contemporary marketing
5. Marketing concept vs. Selling concept
SCREEN THE PROPOSED SOLUTIONS BASED ON VIABILITY,PROFITABILITY, AND CUSTOMERS...Joace Gayrama
THINGS TO CONSIDER DURING A PRODUCT VIABILITY ANALYSIS:
1. Consider product size and weight
2. Consider product fragility
3. Consider skus
4. Consider product lifespan
Lesson in Introduction to Philosophy of Human Person
"Join me on my YouTube channel for more insightful topics! Don't forget to hit the subscribe button and share with your friends to stay updated on all the latest content!"
https://www.youtube.com/@JehnSimon
My recommendations on how senior marketing leaders can increase the credibility/value of marketing and transform their organizations from being tactical & reactive to really strategic. It cuts through the marketing hype and gives real life examples from my time as CMO of Colt (FTSE250 IT/Cloud) and more recently as a strategic marketing consultant
If you are starting a new business or a veteran, it is wise to understand the basics of marketing. Without a marketing plan, you're going to experience a lot of frustration and insequirity. With a marketing plan, you'll have a blueprint that saves you money and insures success.
Victoria Garcia has been in the business of helping small businesss with their marketing for over 24 years. Feel free to contact her with questions if you have any.
Digital marketing is vague and changes every day; there aren’t a ton of hard and fast rules. We’re all learning as we go. However, our goal remains a very basic, human one: connecting with people and inspiring feelings within them. Regardless of any changes in technology or fancy, shiny tools that come along, that core goal remains the same. Join Matt Byrd, Senior Email Marketing Manager at Litmus, as he discusses the skills and tools digital marketers need keep a solid foot on the ever-changing landscape of digital marketing. You’ll walk away well-versed in methods for thinking critically to build modern marketing skills and competency, regardless of your professional background.
20 amazing examples of content marketing coming straight from Joe Pulizzi's book, Epic Content Marketing. Examples include John Deere, Google, Adobe, LEGO, Coca-Cola, Red Bull, Copyblogger, American Express and many more.
In this presentation, we will discuss in details about 17 fundamental principles of selling and marketing, by knowing the real need of the customers and perception of the customer towards the brand.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
The non-payment side of the mobile wallet is a true game changer for marketers. This new marketing frontier empowers marketers to run mobile wallet programs that take advantage of time, location and interaction. These powerful new mobile wallet tools like Apple's Passbook and Google Wallet Objects allow marketers to drive in-store traffic and increase average order value.
To help marketers better understand this new opportunity, Vibes fielded the industry's first consumer study focused on the non-payment side of the mobile wallet. This definitive research reveals consumer attitudes and behaviors related to this emerging mobile marketing technology.
In this presentation, you will learn about:
- Benefits of the non-payment side of the mobile wallet
- The mobile wallet disconnect
- High consumer demand
- Preferred distribution and frequency of mobile wallet content
- Five tips to execute successful mobile wallet programs
Focus on customers the psychology of buying behaviour1STOUTSOURCE LTD
This presentation covers how to deal with customers and looks at the psychology of buying behavior and demographics. This presentation is from a series at the www.1stoutsource.com community forum search us out and call in.
Everyone is on the Marketing Team (Event Marketing for Film Festivals)Christopher Holland
In the language of film festivals: “If the house is packed, programming did a great job. If the seats are empty, marketing must have screwed up.”
Specialization and the compartmentalization of duties in any company — film festivals being no exception — disguise the fact that every decision you make about your event affects how the members of your audience see you. That means that every decision is a marketing decision, and every person who works for you must be aware of the marketing impact their actions have. Everyone, whether they want to admit it or not, is on the marketing team.
Want a sneak peek? Here are a few examples of tidbits we’ve learned:
* Programming is marketing. You must show movies that YOUR audience wants to see, and accept the fact that “good programming” may defy your own tastes and the tastes of others.
* Customer service is marketing. When it comes to new customers, trusted word of mouth has the power to override your other marketing efforts, so treat everyone well.
* Other areas traditionally not thought of as marketing that really are: budgeting, education, sponsorship…
You will also learn key concepts and ways to bring your entire staff onto the marketing bandwagon (and keep them happy once they are on board)!
In the Business Perspectives for Emerging Markets 2012-2017 Report from GIA, 431 large and mid-sized companies reveal their true goals and intentions. This presentation shows selected slides from a GIA white paper. To download the entire white paper that you are interested in, please visit http://bit.ly/GIAinsightWP
1. 70% say they want to gain a foothold for long term success
2. 51% say they were keen to gain global market share
3. 4 out of 10 have followed their customers to Emerging Markets
4. A third are looking for growth outside established markets with lackluster growth and profits
5. 1 out of 4 are keen to diversify their risks, as well as tap into short to medium term profits and growth
6. Only 17% said it was to lower supply costs
Many still favor BRIC countries as their top focus between 2012 and 2017, with similar emphasis on individual markets across 10 industries.
However, 91% admit to wanting to have done things differently in their Emerging Market strategies. The main regrets are not adapting more to local conditions, not entering sooner and not acquiring better market intelligence.
Over half say that information on Emerging Markets is not readily available in their organizations, with three out of four doubting the accuracy and completeness of the information that they do have.
Download the Business Perspectives for Emerging Markets 2012-2017 Report (Global Results) from GIA, to find out how companies say they will tackle Emerging Markets and what they see as the success factors and threats for their individual industries. The wide ranging Emerging Markets survey covered questions such as:
- How do you define Emerging Markets in your company?
- Which are the top Emerging Markets for your industry over the next five years?
- What key factors will determine whether foreign companies succeed in Emerging Markets?
- What are the biggest threats to succeeding in Emerging Markets?
- What are your company’s main reasons for investing in Emerging Markets?
- What share of your company’s global revenue do you expect to come from Emerging Markets?
- Which one aspect of your Emerging Markets strategy would you go back and change if you could?
Industries covered include: Manufacturing & Industrial; Telecommunication, Technology & Media; Professional & Business Services; Financial Services; Consumer & Retail; Pharmaceuticals & Healthcare; Energy, Resources & Environment; Automotive; Chemicals; Logistics & Transportation.
Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.”
In this slideshow, we explore what loyalty is and how it relates to your relationships with customers.
The mass-marketing approaches of the ’60s and ’70s ignored the role of customer loyalty as an important parameter of marketing activities.
There has long been a shift from this transaction based-approach into a relationship-based strategy. The focus changes from acquisition to retention. The new goal is to enhance customer loyalty by focusing on the lifetime value of existing customers, considered just as important as attracting new customers.
Loyalty is the maintenance of trust in a person, a party, an institution; which fosters strong feelings of support or allegiance. An individual has a sense of belonging to a relationship.
In business, this feeling of loyalty a customer feels with a brand or business yields a deeply held commitment for consistent future consumption.
As a business owner, have you ever thought about what could be better than gaining a new customer? You might be wondering if anything could be better than this.
Well, the answer is customer retention.
Gaining new customers is alluring but retaining customers comes at a lower cost and has the potential to provide a higher return on investments.
Are You Losing Customers? The Importance of Building Brand LoyaltyElly and Nora Creative
Are you losing customers? The importance of building brand loyalty cannot be overstated, especially for small to medium-sized service-based businesses and personal brands. It is essential to cultivate a bond of allegiance with your brand in order to not only draw new clients but also retain existing ones in today’s highly competitive market.
This blog post will delve into the importance of brand loyalty and explore strategies for creating a memorable customer experience that encourages customers to return. We will discuss the benefits of building brand loyalty, including increased sales and word-of-mouth marketing, as well as strategies for creating a memorable brand experience.
Download our FREE EBOOK to help you decide if now is the time to bring in the big guns (an agency) or roll up your sleeves and DIY for a bit longer: https://bit.ly/3N6CW0i
Working document about CRM from a Strategic perspective. More content will be added over time. Content derived from sources as (i.a.) Peppers & Rogers, Kaplan & Norton, McKinsey, HBR.
Similar to Principles of Marketing for Grade 12 Students. Chapter 2 (20)
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
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Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
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➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
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➢ Super Show 9 in HCM with Super Junior
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➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
2. RELATIONSHIP MARKETING
According to Serrano, Relationship Marketing includes activities
aimed at developing and managing trusting and long-term
relationships with larger customers. (Customer profile, buying
patterns and history of contacts are kept in a sales database)
Relationship marketing is a strategy designed for customer loyalty,
interaction, and long-term engagement to be fostered. Customer
Relationship focuses more on long-term customer retention than
acquiring large numbers of new and potentially single-transaction
customers.
3. Characteristics of Relationship Marketing:
1. It focuses on the long-term rather than the short-term.
2. It focuses on partners and customers rather than on the company’s
products.
3. It puts more emphasis on customer retention and growth than on
customer acquisition.
4. It relies on cross-functional teams rather than on departmental-level
work.
5. It relies more on listening and learning than on talking.
Relationship Marketing is designed to develop strong connections
with customers by providing them with information directly suited
to their needs and interests by promoting open communication.
5. THIS IS A SLIDE title
▹Here you have a list of items
▹And some text
▹But remember not to overload your slides with
content
Your audience will listen to you or read the content,
but won’t do both.
6. ▹More products are customized to the customers’
preferences.
▹New products are developed and designed
cooperatively with suppliers and distributors.
7. ▹The company will set a price based on the relationship
with the customer and the bundle of features and
services ordered by the customer.
▹In business-to-business marketing, there is more
negotiation because products are often designed for
each customer.
PRICE
8. ▹RM favors more direct marketing to the customer, thus
reducing the role of middlemen.
▹RM favors offering alternatives to customers to choose
the way they want to order, pay for, receive, install, and
even repair the product.
PLACE
9. ▹RM favors more individual communication and dialogue
with customers.
▹RM favors more integrated marketing communications
to deliver the same promise and image to the customer.
▹RM sets up extranets with large customers to facilitate
information exchange, joint planning, ordering, and
payments
PROMOTION
10. In the business world,
retaining customers has a
lesser cost at least eight
times compared to acquiring
new ones. Thus, this
marketing capitalizes on the
same fact and is beneficial to
the company in several ways.
.
BENEFITS OF RELATIONSHIP MARKETING
11. BENEFITS OF RELATIONSHIP MARKETING
1. Understanding customer
characteristics
the company can segregate its
customers into groups based on
their characteristics like
purchasing power, frequency and
volume of sale transactions. It
also helps the company get
valuable feedback from its
customers and understand their
needs and expectations.
2. Delivery and meeting
expectations
if the company knows what its
customers’ needs are, it will help
reduce wastage due to trial and
error methods. It is easier to
create a product if the features
and specifications of the product
are known.
12. BENEFITS OF RELATIONSHIP MARKETING
3. Repeat Business
Sellers should
maintain good
attitude to the
buyers. By doing
this, buyers will
feel that they do
not need to switch
sellers.
4. Prevents negative
transition
trust and loyalty go
hand in hand and it is
super beneficial for all
business. It will help
prevent customers
from turning to
competitors.
5. Word-of-mouth
marketing
a happy customer
will always promote
business by telling
ten other people
about the amazing
services or
performance
received from a
company.
13. BENEFITS OF RELATIONSHIP MARKETING
6. Increasing customer base
satisfied existing customer is 100%
more likely to recommend a
product/service to a prospective
customer. Apart from customer,
referrals, there are several other
ways to increase customer
satisfaction by employing methods
of utilizing social networking
websites, blogs, informal surveys,
benefits on loyalty cards, timely
response to complaints and
requests as a constant reminder of
its presence around and retention
equity is improved by enhancing
customer satisfaction.
7. Reduced marketing cost
Benefits also include lesser
marketing costs and more value
creation. This can be explained by
stating the following statistics:
every 5% increase in customer
retention can increase a
company’s annual profits from at
least 25% to as much as 125%,
while simultaneously leading to a
reduction of 10% in marketing
costs. An existing customer will
spend 33% more than a new
customer to buy a company’s
product/service.
14. BENEFITS OF RELATIONSHIP MARKETING
8. Minimization of
customer price
sensitivity
a happy customer
will be willing to
pay more for a
product if there is a
guaranteed
satisfaction of
products and after
sales services
attached to the
price.
.
9. Identification with the
company
the benefits are reaped
both by the company and
the customers. It helps
customers identify more
with the company. Keeping
your communication lines
open and keeping in touch
with the customers makes
them feel like they are
being valued. It will keep
customers coming in and
build brand equity for the
company in the long run.
10. Product Market
Expansion
the company’s
employees must be
ready to deliver
beyond the
company’s
boundaries on
customer demand.
15. ▹Examples of companies using
relationship marketing
▹Ikea
▹Direct recruitment
▹American airlines
▹Dell
▹Vyvanse
21. CUSTOMER VALUE
Customer Value is the relationship
between benefits and the costs including money,
stress, and time to sacrifice that is necessary to
get those benefits.
Or simply stated in a mathematical equation:
Benefits – Cost = Customer Value
23. In essence, customer value entails extraordinary delivery of four
value-points or components known also as SQIP:
SERVICE the intangible value offered to customers.
24. In essence, customer value entails extraordinary delivery of four
value-points or components known also as SQIP:
QUALITY customer’s perception of how well a company’s
products and services meet expectations
25. In essence, customer value entails extraordinary delivery of four
value-points or components known also as SQIP:
IMAGE customers’ perception of the company or business
they interact with
26. In essence, customer value entails extraordinary delivery of four
value-points or components known also as SQIP:
PRICE the price a company can command for its products
and services that its customers are able and willing to pay.
27. 1. Provide consumer with
the best cost.
2. Provide the consumer
with the best product.
3. Provide the consumer
with the best service.
Three ways a
company can
establish
customer
value to its
customer
base:
DELIVERING
CUSTOMER
VALUE
28. Importance of Customer Value
1. Designing and
providing superior
customer value are the
keys to successful
business strategy in the
21st century.
2. Value reigns
supreme in today’s
marketplace and
market-space.
3. Customers will not
pay more than a
product is worth and
will reward excellence.
4. A customer-centric
culture provides focus
and direction for the
organization, ensuring
that exceptional value
will be offered to
customers.
5. Designing and
delivering superior
customer value propels
organizations to market
leadership positions in
today’s highly
competitive global
markets – absolute
advantage
6. Providing
outstanding customer
value has become a
mandate for
management.
29. Importance of Customer Value
7. In choice-filled
arenas, the balance of
power has shifted from
companies to value-
seeking customers.
8. Managing customer
value is even more
critical to organizations
in the new service and
information-based
economy
9. Firms not providing
adequate value to
customers will struggle
or disappear –
customer value is a key
ingredient in building
competitive advantage.
10. Today’s customers are quite
smart and sophisticated and are
looking for companies that::
a. Create maximum value for them
based on their needs and wants,
and
b. Demonstrate that they value
their business.
30. thanks!
CREATING MORE CUSTOMER VALUE?
▹Understand what drives value for customers
▹Understand value proposition
▹Identify the customers and segments where the
company can create more value relative to
competitors
▹Create a win-win price
▹Focus investments on the most valuable
customers
32. Benefits of Developing Customer Relationship
Customer Relationship is a marketing
approach that focuses on creating an
ongoing and long-term relationship with
customers.
33. Benefits in developing and implementing
customer relationship
1. Consistent customer experience
Customer Lifecycle Journey
42. 4. Offer benefits and product value that responds
to the customer’s desires.
Strategies in Developing Customer Relationship
43. 5. Treat customers as individual who are respected
and valued.
Strategies in Developing Customer Relationship
44. 6. Listen to customer.
Strategies in Developing Customer Relationship
45. 7. Build a strong brand identity.
Strategies in Developing Customer Relationship
46. 8. Surround customers with valuable information by using emails,
websites, content, social media, and other methods of outreach but do
not be invasive.
Strategies in Developing Customer Relationship
47. 9. The business must have a website.
Strategies in Developing Customer Relationship
48. 10. Reward loyal customers.
Strategies in Developing Customer Relationship
49. 11. Nothing strengthens a bond more that
appreciation.
Strategies in Developing Customer Relationship
50. 12. Create a blog about the business where discuss
is more casual and inviting.
Strategies in Developing Customer Relationship
51. Benefits in developing and implementing
customer relationship
5. Treat customers as individual who are
respected and valued.
4. Offer benefits and product value that
responds to the customer’s desires.
3. Develop Employees.
2. Follow-through on commitments and
claims about products or services.
1. Make every customer interaction count
6. Listen to customer.
52. Benefits in developing and implementing
customer relationship
9. The business must have a website.
10. Reward loyal customers.
11. Nothing strengthens a bond more that
appreciation.
12. Create a blog about the business where
discuss is more casual and inviting.
8. Surround customers with valuable
information by using emails, websites, content,
social media, and other methods of outreach
but do not be invasive.
7. Build a strong brand identity.
55. Customer Service Strategy
CUSTOMER SERVICE is the act of taking care of
the customer’s needs by providing and delivering
professional, helpful, high quality service and
assistance before, during, and after the customer’s
requirements are met.
56. Elements of the Customer Service strategy:
1. A vision for customer service
57. Elements of the Customer Service strategy:
2. Assessing customer needs
58. Elements of the Customer Service strategy:
3. Hiring for Service
59. Elements of the Customer Service strategy:
4. Organizational goals for customer service
60. Elements of the Customer Service strategy:
5. Customer Service Training
61. Elements of the Customer Service strategy:
6. Employee Accountability
62. Elements of the Customer Service strategy:
7. Rewarding Good Service
64. Benefits in developing and implementing
customer relationship
SUKI SYSTEM system of
patronage in which a customer
regularly buys their
merchandise from a certain
client.
66. Benefits in developing and implementing
customer relationship
SUKI – a partner system of doing
business in the Philippines, wherein a
customer buys certain products from a
particular vendor, who in turn offers
discounts and other perks for such
exclusivity. Filipinos use the word suki to
refer to both buyers and sellers,
indicating their equal roles and
obligations in an eponymous relationship.
-records/database of the consumer
-VIP cards – foster customer loyalty/ long-term engagement
Purpose of rel. mktg – open communication
Customer 1 and Customer 2- Satisfy your needs
-SUKI System
Price depends on the feature of the product
Depends on Features of the product.
Distributor 1-4
Credit investigation – qualified individuals to avail such products modes of payment
- Direct to the csutomers and Channel Distribution
- Facilitate exchange of information with regard to the materialization of a product or service
- 5 cents discount is considered a huge amount of discount?
Understanding customer characteristics
It helps the organization segment the customers and measure how much sales the organization can get on certain groups
Value creation process – nagiging part sila ng amount of creation (nagiging foundation ang customers nung organization)
Delivery and meeting expectations
Identifying the specification of products that customers need/want
Repeat Business
Repeat Purchase
- Perks/freebies and material or service add-ons
Prevents negative transition
Di na aalis si customer
Word-of-mouth marketing
Telling the experience of the customer
Cheapest form of advertising
Increasing customer base – many potential customers are being involved.
5% increase in customer retention can increase a company’s annual profits form at lease
25% to as much as
125% while wil simultaneously leading to a reduction of the
10% in Marketing Cost
Existing customers will spend
33% more than a new customer to a new buyer a company’s product and services.
Minimization of customer price sensitivity
Di na sila maarte
Identification with the company
The avid customer carries the name of the organization
Product Market Expansion
- Extra mile
- Change the font of IKEA bec. Of the customers complaint
They provided discounts/ free flights/ upgrades/ discounts
Point system (loyalty card)
Online store/repair
Less hassle na sa company na magvisit pa sa physical store
Added value dinagdag ng company
Cost – price product
- Each of these components must be treated with equal attention and importance that service quality image and price are what constitute customer value.