Aligning Processes and Systems for Customer-Centric Growth
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Customer Relationship Management
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Aligning Processes and Systems for Customer-Centric Growth
- 1. SEMINAR 1 2010 MARINO ASSOCIATES, LLC 2010
- 4. Is about managing relationships not as an alternative to having a competitive product, high quality and reasonable price-but as a differentiator . If your competitors are doing the same thing you are product and price won’t give you a long-term sustainable competitive advantage. MARINO ASSOCIATES, LLC 2010
- 14. MARINO ASSOCIATES, LLC 2010 GAP ANALYSIS TEMPLATE Customers Needs Company Solutions GAP Benefit 24/7 Service World Wide 24/7 U.S. Only Large Large Call Centers Part Time Employees Large Large Consignment Inventory 24 Hour Service Medium Medium Formal Service Documentation Informal Large Medium Delivery to Customer Want date Ship to promised date Large Large 100% Quality Poor Quality Large Large
- 19. CRM business strategies must clearly define where the business benefits will come from and how these benefits are distributed and, very importantly, in what priority? MARINO ASSOCIATES, LLC 2010
Notes de l'éditeur
- Company Loyalty becoming a thing of the past Need to reestablish bonds with your customers Verizon vs ATT Who care either one ….almost sleezy attempts to continue servi
- STRATEGY AND A TOOL
- IS NOT JUST IT, MARKETING, OR SALES EVERYONE INCLUDING SHIPPING, PRODUCTION A WAY OF DOING BUISNESS EVERYONE SUPPORT AND ADDS VALUE AS A RULE, THE FURTHER AWAY FROM THE END CUSTOMER THE LESS CRM TENDS TO BE IMPORTANT NEED TO
- ANY EXAMPLES OF ANY EXPERIENCES AT YOUR COMPANIES WHERE OF A RELATIONSHIP GONE BAD
- THERE IN LIES A LOT OF OUR ISSUES SCM AND LEAN ARE GOOD BUT COUST FOCUS IS WHRE WE NEED TO CONCENTRATE AS A DIFFERENTIATOR
- BLEND HOW CLOSE YOU WANT TO BE AND HOW MUCH ATTENTION YOU NEED TO GIVE YOUR CUSTOMER A B C GUCCI EXPERIENCE SALES CLERK
- AMAZON. COM RETENTION.. CUSTOMER WHO BOUGHT THIS ALSO VIEWED THIS RECOGNIZE REPEAT SHOPPERS HISTORY OF BUYING
- LEAD TIME PRICE SERVICE CHANGE REQUIRES UNDERSTANDING
- DETERMINE THE VALUE TO YOUR COMPANY ROI AND CONCENTRATE WHERE NEEDED BIGGEST BANG FOR YOUR MONEY AND ENERGY CAN’T FIX EVERYTHING
- HAS ANYONE LOST OR ALMOST LOST AN A CUSTOMER BECAUSE THEY LOST FOCUS TOYOTA??
- AIRLINE ENDUSTORY VS SOUTHWEST ASSIGNED SEATING VS LINES VS NOW ABC LINES BAGS FLY FREE…COMMERCIALS
- PDA’S EXPENSIVE TOY VS BARGAIN TOOL ORGANIZED VS EVERYONE HAS ONE
- GOOD CRM MAY FEED OTHER AREAS DEMAND MANAGEMENT SUPPLY CHAIN DECISIONS FRONT END BUSINESS REVENUE
- EVALUATE CUSTOMERS OVER TIME VS BLUEBIRD
- A B C HOW DO YOU MANAGE YOUR CUSTOMER BASE?
- HOW DO WE DO THIS
- ANSWERING THE PHONES THE SAME THROUGHOUT THE COMPANY ONE FACE TO THE CUSTOMER PUBLISH CUSTOMER LIST VOICE OF THE CUSTOMER WHAT DO THEY WANT
- CUSTOMER ADVOCATES ON TIME TO CUSTOMER WANT DATE VS PROMISE DATE