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Customer management - Coggle Diagram

- - - - Sales person makes promises
      - He gets customer’s expectations high
      - He is proactive in communication
    - - Expectations are high
      - Sales person under-delivers
      - Customer’s expectations drop
    - - Easy for the competitor to attract the customer
      - Sales person starts to re-build customer’s trust
  - - - Recency – How recently did the customer purchase?
      - Frequency – How often do they purchase?
      - Monetary Value – How much do they spend?
    - - Trying to get a new deal (purchase) with the same customer R
      - Increase the purchase frequency of this customer F
      - Increase the purchase amount (value), customer share M
    - - react to them
      - know the customers and
      - must acknowledge the customer contacts (interactions)
      - know their purchasing behavior
      - must acknowledge the new customers
- - - - New ways and new channels to compete
    - - Increase of revenue and profits
    - - How to prepare?
      - How to offer right product and/or service?
    - - What kind of customers exist?
      - What is their growth potential?
      - What kind of customers are being targeted in the future?
- - - - State of mind that
        
        Increase purchased quantities
        
        Increase Recommendations
        
        Create frequent purchase behavior
    - - attitudes towards the company or the brand
      - attitudes towards a re-purchase and commitment
    - - doesn’t always express the purchase intention
    - - includes both attitudes and frequent purchase behavior
  - - - Impacts the result
    - - Impacts indirectly the result or not at all
        
        Both should have their own measurements and methods
  - - - Same brand, shop, restaurant
    - - how long the customer has been a customer
      - the degree of focusing purchases
    - - identification
      - nostalgia
      - feelings of community
      - ethical values
    - - because of
        
        the multidimensionality of the concept