[Audio] Consumer Relations. CONSUMER RELATIONS. 

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[Audio] Topic
The Basic Of Crm
The Value Of The Customer
How To Create The Base Of Relationship Management
Reasons For Failure
Customer Service Excellence. 

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HOW TO CREATE THE BASE OF RELATIONSHIP MANAGEMENT

[Audio] The Base of Customer Relationship Management (C-R-M--). 

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The Base of Customer Relationship Management (CRM)

[Audio] The Base of Customer Relationship Management (C-R-M--)
C-R-M is in its most form, a way of thinking that captures the value one can put in the relationship of one’s business to its customer.. 

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CRM is in its most form, a way of thinking that captures the value one can put in the relationship of one’s business to its customer.

[Audio] Three Most Basic Pillars. THREE MOST BASIC PILLARS. 

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[Audio] Three Most Basic Pillars Customer Retention Customer Engagement Customer De-selection. 

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[Audio] The Value of the Customer. The Value of the Customer. 

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[Audio] The Value of the Customer Loyal customers are more valuable than others because of the overall value they bring to the company.. 

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Loyal customers are more valuable than others because of the overall value they bring to the company.

[Audio] How to Create the Base of Relationship Management. 

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How to  Create the Base of Relationship Management

[Audio] How to Create the Base of Relationship Management
To create a relationship-based engagement with customers 1. Identify and Segment 2. Studying consumer behavior 3. Setting up a strategy 4. Maintaining the relationship. 

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To create a relationship-based engagement with customers

[Audio] Reasons for Failure. Reasons for Failure. 

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[Audio] 1. Negligence of customer concern 2. Fraudulent claims such as false advertising
3. Failing to meet customer standards or expectations 4. Service incompetence 5. Wrong pricing 6. Blaming customers. 

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3. Failing to meet customer standards or expectations

2. Fraudulent claims such as false advertising

[Audio] 7. No methods of communication with customer 8. Lack of marketing
9. Discrimination 10. Insensitive marketing. 

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7. No methods of communication with  customer

[Audio] Cost
rounded rectangle Relative price
rounded rectangle Hard to follow instructions Proximity
rounded rectangle. 

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[Audio] Customers are price-sensitive and want to get the best value for their money.. 

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Customers are price-sensitive and want to get the best value for their money.

[Audio] Location can be a factor for customers, especially for physical stores. Proximity. 

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Location can be a factor for customers, especially for physical stores.

[Audio] Attentiveness and eagerness to help customers are important for businesses
rounded rectangle. 

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Attentiveness and eagerness to help customers are important for businesses

[Audio] Hard to follow instructions Overly complex products or services can deter customers.. 

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Overly complex products or services can deter customers.

[Audio] rounded rectangle Due to free trade more competition within markets and more choices for customers. 

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Due to free trade more competition within markets and more choices for customers

[Audio] Smaller brands find it difficult to compete with larger, more established companies.. 

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Smaller brands find it difficult to compete with larger, more established companies.

[Audio] Businesses must be innovative and competitive to survive in the market.. 

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Businesses must be innovative and competitive to survive in the market.

[Audio] Cost -is an important part of management. -constantly factored into decision-making to extract more value from the current economic condition.. 

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-constantly factored into decision-making to extract more value from the current economic condition.

[Audio] Cause Of Complaints About Noncommercial Establishment. 

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CAUSE OF COMPLAINTS ABOUT NONCOMMERCIAL ESTABLISHMENT

[Audio] Cause Of Complaints About Noncommercial Establishment Little to no customer support Delay in fixing problems and lack of initiative to solve them Lacking work quality of the finished project Poor overall service Overpricing (especially for monopolies). 

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Delay in fixing problems and lack of 	initiative to solve them

Lacking work quality of the finished project

[Audio] Customer Service Excellence Urgent delivery of value Personalized service to every customer Proactivity and exceeding expectations Hospitality in all engagements Transparency with the customer Consistency in delivering value. 

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[Audio] Customers value prompt service and quick resolution of their issues. 

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Customers value prompt service and quick resolution of their issues

[Audio] Personalized service to every customer Each customer should feel valued and treated individually.. 

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Each customer should feel valued and treated individually.

[Audio] Proactivity and exceeding expectations Businesses should anticipate customer needs and go beyond their expectations. 

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Businesses should anticipate customer needs and go beyond their expectations

[Audio] Hospitality in all engagements A welcoming and friendly attitude towards customers is essential.. 

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A welcoming and friendly attitude towards customers is essential.

[Audio] Transparency with the customer Open and honest communication with customers builds trust.. 

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Open and honest communication with customers builds trust.

[Audio] Delivering consistent service quality across all interactions is crucial.. 

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Delivering consistent service quality across all interactions is crucial.

[Audio] Thank you
Acob, Czarina Mae M Certicio, Raymond John D Elli, Merriam E.. 

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Acob, Czarina Mae M.
Certicio, Raymond John D.
Elli, Merriam E.

CONSUMER RELATIONS

avatar

Topic
The Basic Of Crm
The Value Of The Customer
How To Create The Base Of Relationship Management
Reasons For Failure
Customer Service Excellence

The Base of Customer Relationship Management (C-R-M--)

The Base of Customer Relationship Management (C-R-M--)
C-R-M is in its most form, a way of thinking that captures the value one can put in the relationship of one’s business to its customer.

Three Most Basic Pillars
 Customer Retention
 Customer Engagement
 Customer De-selection

The Value of the Customer

Loyal customers are more valuable than others because of the overall value they bring to the company.

How to  Create the Base of Relationship Management
To create a relationship-based engagement with customers
 1. Identify and Segment
 2. Studying consumer behavior
 3. Setting up a strategy
 4. Maintaining the relationship

1. Negligence of customer concern
 2. Fraudulent claims such as false advertising
3. Failing to meet customer standards or expectations
 4. Service incompetence
 5. Wrong pricing
 6. Blaming customers

7. No methods of communication with  customer
 8. Lack of marketing
9. Discrimination
 10. Insensitive marketing

Cost
rounded rectangle

 Relative price
rounded rectangle
 Hard to follow instructions
 Proximity
rounded rectangle

Location can be a factor for customers, especially for physical stores.
 Proximity

Attentiveness and eagerness to help customers are important for businesses
rounded rectangle

Hard to follow instructions
 Overly complex products or services can deter customers.

rounded rectangle

 Due to free trade more competition within markets and more choices for customers

Cost
 -is an important part of management.
 -constantly factored into decision-making to extract more value from the current economic condition.

Cause Of Complaints About Noncommercial Establishment

Cause Of Complaints About Noncommercial Establishment
 Little to no customer support
 Delay in fixing problems and lack of 	initiative to solve them
 Lacking work quality of the finished project
 Poor overall service
 Overpricing (especially for monopolies)

Customer Service Excellence

 Urgent delivery of value


Personalized service to every customer


Proactivity and exceeding expectations


Hospitality in all engagements


Transparency with the customer


Consistency in delivering value

Personalized service to every customer
 Each customer should feel valued and treated individually.

Proactivity and exceeding expectations

 Businesses should anticipate customer needs and go beyond their expectations

Hospitality in all engagements


 A welcoming and friendly attitude towards customers is essential.

Transparency with the customer



 Open and honest communication with customers builds trust.

Thank you
Acob, Czarina Mae M Certicio, Raymond John D Elli, Merriam E.