The CRM or Customer Relationship Management slides by Derek Hendrikz introduces the CRM concept in terms of definitions, process, customer service or care vs customer driven approaches, etc.
www.derekhendrikz.com
4. A person or entity, who through the
purchasing of goods or services, directly
or indirectly sponsors the existence of a
specific organization or business.
www.derekhendrikz.com
6. The establishment, evolution and
maintenance of relationships that
will enhance the retention of
customers with the ultimate aim
of ensuring organizational
survival.
www.derekhendrikz.com
11. “If you are in a meeting for 15
minutes and people are not
talking about the customer or
something that impacts on the
customer, get up and walk out”
(Ian Brooks: 2001)
www.derekhendrikz.com
12. Customer Focused: Customer Driven:
We think about our customers We think like our customers
Believe customers are important Know customers are our business
Focus on internal issues Focus on the world of the customer
Use information to change the
customer
Use information to change their
business
Do things that work for the company Do things that work for the customer
Staff are advocates for the company Staff are advocates for the customer
Decisions are made without thinking
about the customer
Customers are considered before
decisions are made
www.derekhendrikz.com