This document discusses how customers are a hidden asset and valuable resource for businesses. It argues that customers can [1] provide direct money through repeat purchases; [2] act as public relations by sharing their experiences; [3] influence new customers; [4] provide business intelligence about needs, behaviors, and competitors; and [5] contribute to innovation by adapting offerings and providing feedback. The document stresses that businesses should focus on creating great customer experiences, knowing their customers well, and engaging in conversations to unlock this value and "make more money from each customer."

1. The Hidden Value of Your
Customers
Sunil Raithatha
1 May 2015.

2. Thanks
• Thanks for giving me this opportunity

3. Story of a King.
Sitting on Golden Thorne

4. Gold Mine
• Your are sitting on Gold Mine.
• Customer Base is our Hidden Asset.

5. Direct Money
Deposits Advances
He buys your services and you get Money

6. There is More to It
then first Direct Money
1
3
4
2
5

7. More Direct Money
1
• May be Your Customer
wants to come again &
again.
• Can We convert him/her
to a Happy & Loyal
Customer.
• May be he wants value
added , premium service?
Our Goal: Happy & Loyal Premium Customers

8. He / She is your Public Relation Team
• Your Customer is your media?
• He can tell good things to his
network. ( If Happy ).
• He may have big Network (
Identify ).
• He is your spokesman where
you are not present.
• He can counter false
information.
• He can tell Bad Things if not
Happy.
Our Goal: Happy Customers
2

9. He / She is member of your Sales Team
• He can influence decisions
of new customers at right
moment. You may not.
• He understands
customers need better
than you.
• He has same needs
• He speaks same language.
Our Goal: Happy Customers
3

10. He / She is member of Business
Intelligence Team
• He is full of information
Products, Needs,
Behavior, Places & Social
Network. More than you.
• He can Guide your future
Product & Offerings.
• He knows more about
competitive products.
Our Goal: Learn from Customers
4

11. He / She is member of Your Innovation
Team.
• He may be adapting your
offering in Innovative way.
• Can lead to Custom
Solutions & Offerings.
Our Goal: Learn from Customers
5

12. 1
3
4 2
5
Buys Again & Again
Premium Product.
Gives a Good Image
Of You.
Help Acquire New Customers
Bring Valuable
Information.
Help Create
New Product
Offerings.

13. 1
3
4 2
5
How
Create Relevant
Product.
Create Great
Experience
Know Your Customer.
Have Conversation
with Him / Her.
Engage Them

14. Make More Money From Each Customer

15. Key to Success Lies in Your
Attitude