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SU5- Managing HR, Cust R/S - Coggle Diagram

- - - - Organisation
      - Skills
      - Knowledge
- - - - Target
        
        Good match
        
        Cust's fianancial value
        
        Inter-segment compatibility
        
        Benefits
        
        Wrong targeting
      - Manage (cust-base)
        
        Tier- based on custs
        
        Value
        
        Requirements/needs
        
        Demographics
        
        Cust pyramid
      - Understanding- satisfaction-loyalty link
        
        Zones
        
        Defection
        
        Indifference
        
        Affection
    - - Deepen r/s- increase switching costs
      - Basic- reward-based
        
        Financial
        
        Non-financial
        
        Cons- easy to imitate
      - Higher-level bonds
        
        Social
        
        Customiation
        
        Structural
  - - - Alert systems
      - Diagnostic
      - Proactive retainment- specialised "save" teams
- - - - Cust focus
      - Cust LTV understanding
      - Top management support
- - - - Person/role
      - Organisation/client
      - Inter-client