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.
State of fulfillment
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
People & organization
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