customer interaction management
DESCRIPTION
Steps that must be taken to keep current customers while acquiring new ones.TRANSCRIPT
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Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management
for
Business Development
& Retention
By Brian Dziwulski
“Make Everything You Do Count”
![Page 2: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/2.jpg)
Copyright 07/14/05Brian W. Dziwulski
Who am I?
• Experience– Director Of Sales Worldwide, Medical (Oncology)
Supply – Past President of Sales & Marketing Executives of
Buffalo & Milwaukee– Director of Professional Services, IT Consulting firm– Partner/Co-Founder of Sales/Marketing Cons. firm
• TodayI have a thirty year plus progressive career in developing
and delivering effective business solutions and building strategic, growth-oriented leadership teams.
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Copyright 07/14/05Brian W. Dziwulski
Sale
Sales Funnels
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Copyright 07/14/05Brian W. Dziwulski
InitialSale “Just the Beginning”
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Copyright 07/14/05Brian W. Dziwulski
What we’re after!
• Goals
• Customer retention
• Cross selling and lead generation
• Increased sales
• Increased profitability
In other words ‘Customer loyalty’
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Copyright 07/14/05Brian W. Dziwulski
InitialSale
“Customer Loyalty”
“Just the Beginning”
![Page 7: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/7.jpg)
Copyright 07/14/05Brian W. Dziwulski
InitialSale
“Customer Loyalty”
CustomerAcquisition
Costs
“Just the Beginning”
LifetimeValue of
a Customer
Sales Expenses
- or -
(Revenues)
Can be as little as
8 – 10%of
AcquisitionCosts
(Sales Expenses)
![Page 8: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/8.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
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Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value PropositionHighlyTargeted by
Segment
![Page 10: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/10.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect IdentificationHighly
Targeted bySegment
![Page 11: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/11.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DM
HighlyTargeted by
Segment
![Page 12: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/12.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DM
Process
HighlyTargeted by
Segment
Sales
![Page 13: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/13.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
HighlyTargeted by
Segment
“Just the Beginning”
![Page 14: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/14.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
“Customer Loyalty”
HighlyTargeted by
Segment
“Just the Beginning”
![Page 15: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/15.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
Support
“Customer Loyalty”
HighlyTargeted by
Segment
“Just the Beginning”
![Page 16: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/16.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
Support
Follow-Up
“Customer Loyalty”
HighlyTargeted by
Segment
“Just the Beginning”
![Page 17: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/17.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
Support
Follow-Up
Surveys
“Customer Loyalty”
HighlyTargeted by
Segment
“Just the Beginning”
![Page 18: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/18.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
Support
Follow-Up
Surveys
Marketing Visits
“Customer Loyalty”
HighlyTargeted by
Segment
“Just the Beginning”
![Page 19: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/19.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
Support
Follow-Up
Surveys
Marketing Visits
Cross Selling
“Customer Loyalty”
HighlyTargeted by
Segment
“Just the Beginning”
![Page 20: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/20.jpg)
Copyright 07/14/05Brian W. Dziwulski
Cross Selling
Products
Existing New
Existing
New
Customers
1
3
2
4
The higher the number, the harder the sale.
![Page 21: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/21.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
Support
Follow-Up
Surveys
Marketing Visits
Cross Selling
“Customer Loyalty”
HighlyTargeted by
Segment
“Just the Beginning”
![Page 22: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/22.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
Support
Follow-Up
Surveys
Marketing Visits
Cross Selling
“Customer Loyalty”
HighlyTargeted by
Segment
“Just the Beginning”
![Page 23: Customer Interaction Management](https://reader035.vdocuments.net/reader035/viewer/2022062513/5563092dd8b42a4b1d8b5050/html5/thumbnails/23.jpg)
Copyright 07/14/05Brian W. Dziwulski
Customer Interaction Management - Business Development & Retention Hourglass
Product Development
Value Proposition
Prospect Identification
Marketing / DMSales
Process
InitialSale
Support
Follow-Up
Surveys
Marketing Visits
Cross Selling
“Customer Loyalty”
HighlyTargeted by
Segment CustomerAcquisition
Costs
“Just the Beginning”
LifetimeValue of
a Customer
Sales Expenses
- or -
(Revenues)
Can be as little as
8 – 10%of
AcquisitionCosts
(Sales Expenses)