Debrief - Customer Focus

Debrief – customer focus

CUSTOMER RELATIONSHIP MANAGEMENT Customer relationship management (CRM) is a broadly recognized, widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. The goals of CRM are to find, attract, and win new clients, nurture and retain those the organization already has, entice former clients back into the fold, and reduce the costs of marketing and client service.

CUSTOMER SATISFACTION MODEL Satisfaction is the consumer’s fulfillment response. It is a judgment that product or a service feature, or the product or the service itself, provides a pleasurable level of consumption related fulfillment. The Kano model seeks to connect requirements (response to needs, product attributes) and customer satisfaction, and classifies 3 types of requirements, that will influence the final customer satisfaction.

Customer satisfied

Performance factors

External environment

Excitement factors

Customer experience

Non fulfillment

State of fulfillment

Efficiency

Customer dissatisfied

Basic factors

Customer Management Activity

INITATIVES TO BE TAKEN IN ORDER TO INCREASE CUSTOMER FOCUS Customer voice Problem solving participation All innovations aligned to organizational needs Connection by customers Customer experience success Buy technologies Pre-empt technology

Penetration

People & organization

Infrastructure

Customer info

Tech support

Process mgmt

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