Transcript BUSINESS BENCHMARK

BUSINESS
BENCHMARK
UNIT 5
CUSTOMER RELATIONSHIPS
COMPANY OR CUSTOMER PRIORITY?
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After sales services
Loyalty
Information about future needs
Information about product updates
Cost savings
Personalised treatment
LIST
• What can a company do to build
customer relationships?
LIST
• What are possible limitations in
company and customer
relationships?
DISCUSS
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The truth is that not all
customers are equally valuable to
your company. The well-known
80-20 rule of business says that
20% of your customers will
account for 80% of your sales- or
even more in some industries.
DISCUSS
• One study indicates that it’s five to
ten times more expensive to gain a
new customer than it is to retain an
existing one. Other studies show that
increasing customer retention by just
1% can produce an 8% increase in
profitability.
DISCUSS
It is often said:
“the customer is always right”
How true is this? Give reasons
DISCUSS
• When do you think computer
databases are better at predicting
customers’ comments and needs,
and when is this better done by
sales staff on the ground?
DISCUSS
• What information do you think it
is acceptable for companies to
keep on their databases and what
information is not acceptable?
Board of Directors Meeting
• How can Customer Relationship
Management make the company
more competitive?
• Decide upon a strategy
• Present your plan
Customer service
Think of a time when you were treated
badly as a customer.
Think of a time you received excellent
customer care.
Exchange your experiences and discuss
the consequences
“In fact, according to Yahoo! News, an
angry customer is likely to tell anywhere
from 11 to 20 other people about the
experience. Compare this to the one
other person a happy customer is likely
to tell, and you can see why customer
service is so critical to the success of an
enterprise.”
“For example, if a company decides
against investing money in employee
training, how might that affect
customer satisfaction at the point of
sale?”
• Discuss the ethical aspects of a
company’s responsibility to provide
its customers with quality products
and services.
How a company handles the
“little” things is just as important
as how it handles the “big”
things.
What are the little things?
What are the big things?
WRITING
• Choose a talking point from p30/31
from today’s lesson and write a
composition
250- 300 words