how can company attract and retain right customers

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Post on 17-Aug-2015

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  1. 1. Photo by Niklas Emmerich Photography - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/[email protected] Created with Haiku Deck
  2. 2. Photo by Chris Yarzab - Creative Commons Attribution License https://www.flickr.com/photos/[email protected] Created with Haiku Deck CRM is the process of carefully managing detailed information about individual customers and all possible touch points to maximise loyalty
  3. 3. Photo by ippnw Deutschland - Creative Commons Attribution-NonCommercial License https://www.flickr.com/photos/[email protected] Created with Haiku Deck Identify prospects & customers Differentiate customers by (1) their needs (2) their value to your company Know their individual needs personally and build stronger relation Customize process, services and messages to each customer
  4. 4. Photo by Novowyr - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/[email protected] Created with Haiku Deck Define and measure retention rate Distinguish customer attrition & manage better Compare lost customers lifetime value to deflection costs
  5. 5. Photo by Koen Cobbaert - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/[email protected] Created with Haiku Deck Target Market Aware Open to trial Trier (non rejec- tor) Recent User Regular User Most often Used Loyal
  6. 6. Photo by vancouverfilmschool - Creative Commons Attribution License https://www.flickr.com/photos/[email protected] Created with Haiku Deck Reducing rate of customer deflection Increasing longevity of customer relation Enhancing growth potential of each customer Making low-profit customers more profitable Provide valueable effort on high- profit customer
  7. 7. Photo by Xevi V - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/[email protected] Created with Haiku Deck
  8. 8. Photo by Jonathan Rolande - Creative Commons Attribution License https://www.flickr.com/photos/[email protected] Created with Haiku Deck Interacting with customers Developing Loyalty Programs Creating institutional ties
  9. 9. Photo by SpaceShoe [Learning to live with the crisis] - Creative Commons Attribution License https://www.flickr.com/photos/[email protected] Created with Haiku Deck Re-Activate the In-Active
  10. 10. Created by Karan Bhatt, NIT Surat, during an internship by Prof. Sameer Mathur, IIM Lucknow. www.IIMInternship.com