Despite these reservations, the company which fails to deliver customer-satisfying value propositions to its external customers is the company that will fail. Retention of strategically important customers is the goal of CRM. Suppliers are all those who provide input to a company’s value chain These include suppliers components, of raw material, technologies, money (relationship banks), people, knowledge and so on Companies are building a long term, strategic relationships with a small number of suppliers Being successful at customer relationship management means creating value for the company and the customer over the long- term Owners/investors who share this long-term orientation are the types needed by relationship-oriented relationship-oriented firms. Employee behaviors can either enhance or damage value for the selected customers Employees are your internal customers take care of them In Services industry the services you provide to your employees determine how they will treat consumers Employee satisfaction, driven driv en by astute human resource management, feeds positively into customer perceptions of quality Strategic Alliances, Mutually beneficial partnerships, Joint ventures etc Partnering relationships can support the creation, communication and delivery of value to strategically significant customers in many ways Any Questions?
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