Objectives Define value & satisfaction - understand how to deliver them The nature of high-performance businesses How to attract & retain customers Improving.

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Presentation transcript:

Objectives Define value & satisfaction - understand how to deliver them The nature of high-performance businesses How to attract & retain customers Improving customer profitability Total quality management

High Performance Business Stake- holders Set strategies to satisfy key... Processes By improving critical business... Resources Organization and aligning...

Satisfied Customers: Are loyal longer Buy more (new products & upgrades) Spread favorable word-of-mouth Are more brand loyal (less price sensitive) Offer feedback Reduce transaction costs

Customer Development Suspects Prospects Clients Advocates Partners First-time customers Repeat customers Clients Advocates Partners Inactive or ex-customers Disqualified prospects

Customer/Product Profitability Analysis Customers P1 Highly profitable product P2 Profitable P3 Losing P4 Mixed-bag Products + High profit customer + - Mixed-bag customer + - Losing customer