PEG Case Tcs Operating Tactics Reduce Costs Retain Customers
How can companies attract and retain the right customers and cultivate strong customers...
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Transcript of How can companies attract and retain the right customers and cultivate strong customers...
Creating
Customer
Value and
Customer
Relationships
What is Customer Relationship Management?
CRM is the process of carefully managing detailed
information about individual customers and all customer
touch points to maximize customer loyalty
Concepts for Personalization
One-to-one marketing
Permission Marketing
Permission Marketing…..
The practice of marketing to consumers
only after their expressed permission
Identify prospects and customers
Differentiate customers by needs and
value to company
Interact to improve knowledge
Customize for each customer
One-to-One Marketing
Attracting and
Retaining Customers
Reduce the rate of
defection
Enhance share of wallet
Terminate low-profit customers
Focus more effort on
high-profit customers
Reduce the rate of
defection
Marketing Funnel
What is Loyalty?
Creating a strong tight connection to a customer
for long-term marketing success
Interacting with Customers
Developing Loyalty Program
Creating Institutional Ties
Win Backs
Building Loyalty
-Kanishk Chaturvedi