Building Prpfitable Customer Relationship | Customer Relationship Management

Customer Relationship Management

Maintaining profitable relationship by delivering superior customer value and satisfaction.
Customer Value and Satisfaction
Customer Value;
    the perception about the product is the customer value.
Customer Perceive Value;
The difference between benefits and cost of marketing offering.
CPV = benefits - cost
Customer Satisfaction;
How much product's performance match to the customer expectations

• Performance < Expectation : Dissatisfied 
• Performance = Expectation : Satisfied
• Performance > Expectation : Delighted

Customer Relationship Level and Tools;

• Basic relationship e.g; Unilever's FMCG consumers
• Full partnerships e.g; Walmart and Metro/Macro shopping mall's customer 

many companies use many tools for stronger the customer relationships like

1. Frequency Marketing Programs (reward to the customers who buy frequently or in large amount)
2. Club Marketing Programs  (offer special benefits and create member communities)

Consumer Generated Marketing;

Marketing messages, ads and other brand exchange created by the consumer by themselves