Up

The 7 Deadly Sins of Customer Management | Dr. Ted Marra | Managing Director |Centre for Innovation Managament Europe Ltd UK

Bookmark and Share
The 7 Deadly Sins of Customer Management | Dr. Ted Marra | Managing Director |Centre for Innovation Managament Europe Ltd UK
 COM_PHOCADOWNLOAD_HOT
File Size:
4.72 MB
Date:
02 July 2013
Downloads:
33 x

The 7 Deadly Sins of Customer Management | Dr. Ted Marra | Managing Director |Centre for Innovation Managament Europe Ltd UK

This document is the soft copy of the presentation by  Dr. Ted Marra. Today organisations are walking away from often times millions of dollars in business because management is blind to what creates success for their organisation as it relates to effectively managing the relationship with their customers - business or consumer.How much are you willing to lose in your organisation by not doing it right?

To gain an understanding of the reasons why organisations under-perform when it comes to their customers

  • Identify these "7 deadly sins of customer management" in your organisation and the degree to which they exist currently by
  • Understanding the "real" requirements of a customer focused organisation - what you must do in all aspects of your organisation to align with the customer from leadership to process to performance measurement and more
  • Knowing why the concept o "value" needs is one of your critical success factors for achieving competitive advantage, long-term sustainability and building secure relationships with customers
  •  Learning about the 8 sources of "value" and the 8 sources of "innovation"
  • Mapping, asking the right questions and improving your customer experience in order to make the difference between winning and losing in the markets in which you compete
  • Digging deeper to understand you customers better than competition and knowing details about the three levels of understanding that are essential for building exceptional relationships with customers
  • Integrating your customer "sensing" system and the three most critical elements of that system and understanding the need for an infrastructure to act as a strategic focal point to ensure exceptional relationships are built and maintained with the customer segments and key accounts you want most
  • Assess yourself against each area discussed and make a note as to where you need to act to drive needed improvements in customer loyalty, market share and profitable growth

Gain insight into the best practice approaches your organisation should be using now with your customers whether B2B or B2C.

Read More About The Topic on Blog ...

Rating: 5 / 1 vote  
Only registered and logged in users can rate this file
 

Add comment


Security code
Refresh