Assessing Customer Loyalty by Derek Hendrikz

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Information about Assessing Customer Loyalty by Derek Hendrikz
Business & Mgmt

Published on March 13, 2014

Author: derekhendrikz

Source: slideshare.net

Description

Assessing Customer Loyalty by Derek Hendrikz explores the customer care relationship management (CRM) relationship levels, especially the business to business relationships in customer care. www.derekhendrikz.com

Copyright © 2012: Derek Hendrikz Consulting Partner: a person who has the relationship of a partner with you within the organisation. Advocate: a person who actively recommends you to others, who does your marketing for you. Supporter: a person who likes your organisation, but only supports you passively. Client: a person who has done business with you on a repeat basis but may be negative, or at best neutral, towards your organisation. Purchaser / Networking Liaison: a person who has done business just once with your organisation / benefitted you once. Prospect: a person whom you believe may be persuaded to do business / network with you.

(1) Prospect •What will we both get? •How much investment? •What adaptations? •What learning? •Trust? (2) Exploratory •Investment for time for learning & distance reduction •No routines or commitment. (3) Development •Intensive mutual learning. •Building trust through investment & informal adaptation. (4) Commitment •Routine & Institutionalisation. (5) Ultimate Partnership •Advocates for your cause. •Minimum maintenance. Copyright © 2012: Derek Hendrikz Consulting

Copyright © 2012: Derek Hendrikz Consulting

Characteristics Weight Strategy 1 XYZ 8 S1 2 XYZ 18 S1 3 XYZ 27 S1 4 XYZ 35 S8 5 XYZ 10 S2 6 XYZ 20 S2 7 XYZ 30 S2 8 XYZ 35 S9 9 XYZ 5 S10 10 XYZ 5 S4 11 XYZ 10 S5 12 XYZ 5 S6 13 XYZ 5 S7 Copyright © 2012: Derek Hendrikz Consulting

Assessing Risk in Networking Risk (Increase Communication Profound Networking Action Needed Average Networking Action Needed (Increase Contingency Financial Impact Slight Networking Action Needed Copyright © 2012: Derek Hendrikz Consulting

Derek Hendrikz www.derekhendrikz.com

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