Dr Atul Has A Few CRM Questions For You...
Wednesday, 25 July 2012 10:34
Do you know why your customers engage in relationships with your company and your brands?
What are they really looking for in this relationship beyond the product and the price?
Are you managing your customer relationships in a harmonious manner or there is potential acrimony brewing that would
eventually lead to permanent churn of several customers?
Do you understand the difference between customer retention and customer loyalty?
Are your strategies and programs distinctly addressing the differing customer behavior?
Who and why do some customers become advocates for your products, brands, services, or company?
Do you know how to identify, address, and encourage them?
Do you have the right people, processes, systems, policies, methods, and programs to decipher customer behaviour and manage
harmonious, mutually rewarding, and sustainable customer relationships?
Do you truly understand the emerging customer behaviour in your so-called loyalty programs? What customer behaviour are
you really promoting through these programs? Will it eventually benefit you or hurt you?
Who really is controlling the relationship – you, your customers, or unintended parties?
Are you ready for customer-controlled relational marketing program?
Do you know what elements of your marketing program, the customer desires to control?
Do you have a process to design a customer-controlled relational marketing program?
Is customer segmentation strategy based on distinct customer behavior characteristics?
Do you have relationship strategies that address the distinct customer segment behavioral imperatives?
Do you know why consumers sometimes prefer monogamous and other time polygamous relationships with brands and/or
product-service providers? What assurances they want and what perceived risks they are trying to avoid?
If you are a business-to-business marketer, do you have an insider view of how your most important and powerful customers
are trying to change their vendor relationships?
Is your key account, national account, or global account management program designed and structured to create value for
your most important and strategic customers?
For full answers, attend Dr Atul's MasterClass on August 13.
Seats are limited, full details are in attached PDF.