Managing Customer Relationship

18
,f°f°n¾¯f°¾½ ¾°;D¯

Transcript of Managing Customer Relationship

Page 1: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 1/18

Page 2: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 2/18

@f½¾¯

Page 3: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 3/18

JffI;Df½¾"

W f½@°n°¯f°f¯°

½n½°¾fn¾¯¾½nf°

fn¾¯¾f½n

W f½@°n°¯f°f¯°

½n½°¾f°¾nf¾½nnf°¾

¾f°f¾f½

Page 4: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 4/18

JffI;Df½¾"

W f½@°n°¾nf

¾½nnf°¾f°fnf¾nf

¾f°f¾n°¾¾°¯"

W f½@°n°¾n

f°f¾n¯¯°nf°f

f½¯¾¾¯fn°¾¾°"

Page 5: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 5/18

JffI;Df½¾"

W f½@°n°fn¾¯¾½nf¾nf°ffnfn

     ½nf°¾f¯f½½f¾½°n¯f°°¾$f°¾n¾¯¾

     ̄ f¾¯°¾°f¾¾¾¾

¾f¯°¾°½¾fnn°¾n¯°¾°¾

Page 6: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 6/18

@n¯°¾°¾

W @- f½½ff°n½¾nf

fn¾½¯°½¾°°f°

°¯f°¯ff

W @ f½¯¾n

fnnff°½°f

W 9-I- °°¾¾½

n¾¯¾f°½f½¯½¾n

Page 7: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 7/18

@n¯°¾°¾

W D- fn¯°f°°

     ¯½°nf°¾¾¾f°

°     ¾½°¾¾¾½nn°¾f°

f°°°¾¾n°fn¾f

     ¾°¾¾ff°°¾¾f

     n¯¯f°¾

Page 8: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 8/18

@n¯°¾°¾

W ,9@ fn¯°f°°

     nn¾¾%½¾nff°¾nff½½fnff°f¾n°fn

     ¯¯°nf°½°n¾¯¾°¯°ff°f°¾f°f°f¾°°¯

     D°¾f°°n¾¯¯f°°n¾¯¾f°¾½nn°¾

Page 9: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 9/18

°n¾°½¾n¾f¾n¾°¾f°¾½°¯°¾f°¾¯°

¾½nn¯°¾n¾¯¾°fn¾nf¯°¾°¾

nf°¯°¾nn¾¯#¾½°

f

¾¾f°n

@f°¾

¯½f

¾½°¾°¾¾

Page 10: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 10/18

9°¾nf¾½¯¾

½°f°f°°n¾¯¾#¾n½¯¾

9 ¯°¾n¾ ¾¯

9°¾n¾f½¯¾¯

,f°f°°n¾

½°n¾¯¾° ¯f¾°

¾n¾½ ¯

9¯½¾nn¾¯¾

J°°¾¾½n¾¯¾

f°¾¾¾½°n¾¯¾#

¾¾

@

9-I-

¯½¾°¾n° °n°n¾¯¾

,f°n¾¯¾ ¾f °f°¾fn°¾

¯½¾fn°¾¾°n¾

¯½¾f°f°¾

n¾¯¾°¾

D-

°n¾¯¾°ff°°

¯½¾fn¾¯¾°fnf°

 f¾°

f°n¾¯#¾¾°¾ff

¯½¾°¾f°°¾ 

n¾¯¾

°°°¾°¾¾¾

,9@

,°½¯°

I¾ff½½f° fn¾

¯½¾ff°f½ ¾¾°f

f½½ff°n

I¾ff½½f°¯ff¾f¾¾nf

¾n

@-

I;D¾

Page 11: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 11/18

f¾°¾f½¾

W 9-°°fn¾¯¾½n

W 9@°¾nf¾f°f¾

W9@¾n½¯f°nf½

W 9J°½¯¾¾°¯fnfnf

W9@°n°n¾¯½n½°f°½nf°

Page 12: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 12/18

f¾°¾f½¾

W 9°°°fn¾¯¾½n

     fnf¯f°°f°

     °ff½fn¯¯°nf°%¯n°fn¾f¯f°f¯°

     ¯f°¾¯f°f¯°

Page 13: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 13/18

f¾°¾f½¾

W 9°¾nf¾f°f¾

     °ffn¯¯¯°¾nf

     fn½n½°f¾nf°°°

     °fff¾¾f°ff°

     f¾°nf¾°

Page 14: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 14/18

f¾°¾f½¾

W 9°¾nf¾f°f¾

     °ffn¯¯¯°¾nf

     fn½n½°f¾nf°°°

     °fff¾¾f°ff°

     f¾°nf¾°

Page 15: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 15/18

f¾°¾f½¾

W 9¾n½¯f°nf½

     f¯f°n°n°¾f¯¾f°¾¾

     ½¯½n°°½¾°¾¾¯©

     °f½½½f¾½¾n°fn

½nn°¯nn°

     fnf¯

Page 16: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 16/18

f¾°¾f½¾

W 9°½¯¾¾¯f°¯fn

fnf

     °ff°fn¯¯°nf°°½f¯°¾¾n¾

     f½½°¾½¯¾

Page 17: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 17/18

I;DffD¾¾"

W Jnf°f¾¾¾¾¾nf¯

n¾¯#¾½¾½n

W Jnf°fnn¾¯½nf°¾f°½n½°¾¯f°¾n½f°n¾

°¯

W Jnf°n¯½ff¾I;D¾n¾

ff°¾¾n¯½¾¾½fnn

f¯½¾

Page 18: Managing Customer Relationship

8/3/2019 Managing Customer Relationship

http://slidepdf.com/reader/full/managing-customer-relationship 18/18

I;DffD¾¾"

W Jnf°n¯½f½nf°¾f°

½n½°¾°n¾¯½¾¾

¾½fnf¾°½n¾n

W Jnf°f¾¾¾¾½nf°¾f°

½n½°¾°°fn¾¯¾

½f¯°¾¾n¾f