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Session-5 Customer relationship - Coggle Diagram
Session-5 Customer relationship
Essence of Customer Relationship
Differentiation
Customer Satisfaction
Anna Durai
Levels of Customer Relations
Interaction graph for customer, tour provider, hotel, airlines, families
Classification of Operations based on Service Group
Sales as a service
AIDA
ABC
Multiple Relationship to serve a customer
Relationship with Segmented Group
Customer Types
Attitude/Activity
Activist
Victims
Champions
Tolerant
Usage
Account Profitability
Source of Profit
4D Methodology
Training Operations Personnel
Resolution
Escalation
Customer Retention Dynamics
Repeat customers
Converting Customer Types to Allies
Victims
Counselling
Activist
Involvement
Tolerant
Communication
Retention Measure
Customer Lifetime Value
Net Promoters Score
Customer Retention
B2B
B2C