{"id":568,"date":"2012-10-30T13:12:43","date_gmt":"2012-10-30T17:12:43","guid":{"rendered":"http:\/\/markkirkwood.com\/?p=568"},"modified":"2012-10-30T13:12:43","modified_gmt":"2012-10-30T17:12:43","slug":"customer-relationships","status":"publish","type":"post","link":"https:\/\/blog.markkirkwood.com\/?p=568","title":{"rendered":"Customer relationships"},"content":{"rendered":"<p>Processes [and Sub-processes] for identifying, developing, and retaining customers:<\/p>\n<ul>\n<li><strong>Understand markets and customers<\/strong>\n<ul>\n<li>Understand the market environment<\/li>\n<li>Understand customers&#8217; wants and needs<\/li>\n<li>Segment customers<\/li>\n<\/ul>\n<\/li>\n<li><strong>Involve customers in the design of products and services<\/strong>\n<ul>\n<li>Develop new concepts and plans for products and services<\/li>\n<li>Design, build, and evaluate prototypes<\/li>\n<li>Refine and customize products or services, then test their effectiveness<\/li>\n<\/ul>\n<\/li>\n<li><strong>Market and sell products and services<\/strong>\n<ul>\n<li>Secure channels of distribution<\/li>\n<li>Establish pricing<\/li>\n<li>Develop advertising and promotion strategies<\/li>\n<li>Develop and deploy a sales force<\/li>\n<li>Process orders<\/li>\n<li>Develop customers<\/li>\n<\/ul>\n<\/li>\n<li><strong>Involve customers in the delivery of products and services<\/strong>\n<ul>\n<li>Offer broad delivery options to become the &#8220;Supplier of Choice&#8221;<\/li>\n<li>Use delivery customization to attract and retain core customers<\/li>\n<li>Identify customers&#8217; delivery needs<\/li>\n<li>Develop distribution capability<\/li>\n<\/ul>\n<\/li>\n<li><strong>Provide customer service<\/strong>\n<ul>\n<li>Establish &#8220;Points-of-Contact&#8221; excellence<\/li>\n<li>Build cross-functional &#8220;Points-of-Contact&#8221; cooperation<\/li>\n<li>Train employees to improve customers&#8217; expectations for products and services<\/li>\n<\/ul>\n<\/li>\n<li><strong>Manage customer information<\/strong>\n<ul>\n<li>Build customer profiles<\/li>\n<li>Establish service information<\/li>\n<li>Measure customer performance and satisfaction<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><em>Remember: &#8220;Hearing is believing&#8230;&#8221;<\/em><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Processes [and Sub-processes] for identifying, developing, and retaining customers: Understand markets and customers Understand the market environment Understand customers&#8217; wants and needs Segment customers Involve customers in the design of products and services Develop new concepts and plans for products and services Design, build, and evaluate prototypes Refine and customize products or services, then test 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