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

Published byὈφιοῦχος Χατζηιωάννου Modified over 5 years ago

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Presentation on theme: "Objectives Define value & satisfaction - understand how to deliver them The nature of high-performance businesses How to attract & retain customers Improving."— Presentation transcript:

1 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

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

3 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

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

5 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

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