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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