Customer Relationship Management by Derek Hendrikz
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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
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Customer Relationship Management by Derek Hendrikz
- 3. www.derekhendrikz.com Mutual Independence Independence and Choice Competition & Conflict Mutual Co-operation Transactional Marketing Relationship Marketing
- 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