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Müşteri̇ni̇zi̇ eli̇ni̇zde tutun Adem YILDIRIM Yazar & Dönüşüm Uzmanı
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Müşteri̇ni̇zi̇ eli̇ni̇zde tutun Adem YILDIRIM Yazar & Dönüşüm Uzmanı
1.
MÜŞTERİNİZİ ELİNİZDE TUTUN ADEM
YILDIRIM Yazar&Dönüşüm Uzmanı
2.
““Müşteri” Kimdir ?Müşteri”
Kimdir ? KRAL MI?KRAL MI? KÖLE Mİ?KÖLE Mİ?
3.
Müşteri, Patrondur !..Müşteri,
Patrondur !.. Şirketin gerek günübirlik, gerekse stratejik kararlarını yönlendiren temel etken, “müşteri tercihleri”dir.
4.
Tüm yönetim fonksiyonlarını ve şirket departmanlarını rotalayan
güç, “müşteri öncelikleri”dir.
5.
““Müşteri Mutluluğu”Müşteri Mutluluğu” Deyince...Deyince...
6.
müşteri sadakati
7.
Müşteri MutsuzluğuMüşteri Mutsuzluğu
8.
MUTSUZ 1 MÜŞTERİ
– KAÇ MÜŞTERİYİ YANINDA GÖTÜRÜR ?
9.
Rekabet mi, Rehavet
mi ?..Rekabet mi, Rehavet mi ?..
10.
Müşteri Mutluluğu Kaldıraçı:Müşteri
Mutluluğu Kaldıraçı: Sürpriz (Beklenti Ötesi) KaliteSürpriz (Beklenti Ötesi) Kalite
11.
Kritik BaşarıKritik Başarı Faktörü:Faktörü: Müşteri
İlişkileriMüşteri İlişkileri
12.
Müşteri ilişkileri Ne
Değildir?Müşteri ilişkileri Ne Değildir?
13.
Müşteri İlişkileri YönetimiMüşteri
İlişkileri Yönetimi İle Etkileşen Kavramlarİle Etkileşen Kavramlar
14.
Stratejik yönetim anlayışı
15.
Pazarlama yaklaşımı
16.
Hizmet sunum felsefesi
17.
Yaratıcı düşünce becerisi
18.
Bilgi yönetimi altyapısı
19.
Kurumsallaşma duruşu
20.
Müşteri profilini çok
yakından ve çok yönlü tanımak
21.
Şirket - ürün
- müşteri arasında “anlam ortaklığı” kurmak
22.
Müşteri Şikayetleri Yönetimi ile
kaybı kazancı yönetin
23.
“Marka farkındalığı -
bağlılığı” sağlamak ve pekiştirmek
24.
İtibar yönetimi
25.
Pazarlama İletişimininPazarlama İletişiminin “Bumerang
Etkisi”“Bumerang Etkisi”
26.
“Pazar segmenti” -
“ürün konumu” örtüşmesi Markalaşmanın güçlendirilmesi Kurumun rekabet gücüne katkı “Müşteri-odaklı” kurum kültürü oluşturulması Kurumsal kimliğin pekiştirilmesi Pazar payı - kârlılık hedeflerine erişimin kolaylaştırılması
27.
Müşterileri Kazanmak İçinMüşterileri
Kazanmak İçin Onlara “Ne” Vermek Gerekir?Onlara “Ne” Vermek Gerekir? Değer vermek Kulak vermek Güven vermek
28.
ADEM YILDIRIM YAZAR&DÖNÜŞÜM UZMANI +90
541 421 9019 adem@yildirimadem.com www.yildirimadem.com
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