Blog

STRUCTURE OF CUSTOMER RELATIONSHIP
Created: Thursday, 19 September 2013 10:11
Comment count: 0
Hits: 2678

STRUCTURE OF CUSTOMER RELATIONSHIP

What we are interested in is how to increase the value of customer relationship and what are the angles, how to do it. Following picture illustrates the Value of Customer Relationship. We aim at increasing the customer relationship value and we can talk about what are:

  1. phases and duration of the relationship, what is it?
  2. structure of the relationship and the
  3. exchange of resources.

And let us analyse this problem by taking a look at the structure of the customer relationship.

Structure of customer relationship

And to do that we need to structure the relationship into sub parts, and basically what we do is that we understand the customer relationship as a process. This process nature is very important in the customer relationships. It is continuing for the whole lifetime of customer. On the other hand, if we add up all the customer relationships we end up in the customer database. If one continues elaborating this customer relationship process, there are customer encounters or episodes. This means that if you are a customer of a hotel chain and if you go to a hotel you are encountering the hotel services. Acts and actions Customer encounter will be further divided into acts. Clearly, in time being there will be another episode, or other customer encounter to form a process. A few notes about this model. First of all, depending on the industry there are different customer encounters. They take place at different intervals, for example in the insurance industry the intervals can be one year or even longer. In a restaurant the encounter can be very fast, if you drop out in your box for a beer every day. Acts form a process also during an encounter. And this means that you will divide the encounter into the smallest possible independent acts. One can analyze this as a flow-chart. One could analyze all of and try to analyze are they necessary. Is a company doing acts not necessary to do at all? If you skip an act you will skip costs by not doing something that is not necessary. From customer point of view. This can be evaluated by the value this act is bringing to the customer or to the company. The other issue is the division of labor, who is putting resources, who is working to produce the act. It Coachinglly means that if the customer is producing the act, company doesn’t pay a salary for an employee. Act is more profitable to company.

The question is how to divide labor by each individual act?

And doing that company will also make this process of acts, customer encounters to be more profitable for both. It is more profitable for the customer because the customer can usually get the service or product cheaper. And it is more profitable for the company because the company does not need to invest in people and pay salaries. So this is important from the profitability point-of-view, that you think about the structures. Read the full Article on Coffee Break

Blog Feed (68568)

Playing now on #TRSV #Radio Hits

Listen Live....

At a Glance...

We believe in what we do, and that it is worth doing well. Others may see this as a cost-adding factor.
We at PHMC GPE believe that our working model will bring added value for our Customers to strengthen their businesses.
PHMC GPE LLC is an innovative company constantly keeping its knowledge and skills up-to-date. We are providing solutions to our clients meeting ROI and maintaining profitability.
PHMC GPE LLC is constantly working on new innovations. This ensures our clients to get flexible and scalable solutions.

 

Our Services

TOS / GCA

TOS / GCA

Terms and Conditions of the use for the Social Media Portal & Web site “PHMC GPE LLC Web Site”

These Terms and Conditions apply when you access http://phmcgpe.com or http://phmcgpe.info  (“PHMCWS”) or any other web site owned by PHMC GPE LLC ("PHMC") a USA based Company. These Terms and Conditions are for your benefit and you should read them before using our services. Having read them, if you find you cannot agree to them, you must not use our website. If, however, you agree to them unconditionally, (as we are sure that you will) please continue on and use …….

Read more

Graphic Design

Graphic Design

At the start of a project, it is important to know what to know what you expect to gather as much information as possible. This will often occur before you have landed the job, as it is necessary to have a meeting to help determine the cost and timeframe of the project. Once you have answered some or all of the research questions below, you will be provided with an accurate estimate in your proposal, as well as have a solid understanding of what you are looking for.

Read more

Web Design

Web Design

opensource-110x95.pngWhat is OpenSource?

With open source software, the source code is made public, so that anyone can adapt, improve or expand the software as they see fit. With numerous developers spread across the globe, solutions for bugs are resolved quickly and programs are constantly undergoing further development.
There are no high marketing costs involved, so that more investment can be focused on the product than happens with closed source software. Open source software is not free by definition, but it often is.

Read more

Social PHMC GPE



SiteLock

Company Offices

 

 

  • Newark USA
    London UK
    Paris Fr

 

 

Marketing and Corporate Communication Agency, Print, ON and OFF Line...

Positioned to Influence... Appointed to succeed !