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Sunday, August 17, 2014

Customer Relationship 08-18




Customer Relationship

·         Type of relationships a company establishes with specific customer segment

·         Drivers for customer relationships:

·         Customer acquisitions

·         Customer retention

·         Boosting sales/ up-selling


What type of relationships does each of our customer segments expect us to establish?

How costly is it?

How customer relationships integrated with rest of business model?

Categories of customer relationships:

Personal assistance: Human interaction

Dedicated personal assistance: Most intimate

Self service: No direct relationship with customer

Automated services: Self service + Automated process

Communities: involvement on-line

Co-creation: Reviews, content creation.

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