Despite these reservations, the company

which fails to deliver customer-satisfying

value propositions to its external customers
is the company that will fail.
Retention
of
strategically
customers is the goal of CRM.

important

Suppliers are all those who provide input to a

companys value chain
These include suppliers of raw material,
components,
technologies,
money
(relationship banks), people, knowledge and
so on
Companies are building a long term, strategic
relationships with a small number of
suppliers

Being successful at customer relationship

management means creating value for the
company and the customer over the longterm
Owners/investors who share this long-term
orientation are the types needed by
relationship-oriented firms.

Employee behaviors can either enhance

damage value for the selected customers

Employees are your internal customers take care

of them

or

In Services industry the services you provide to

your employees determine how they will treat
consumers
Employee satisfaction, driven by astute human
resource management, feeds positively into
customer perceptions of quality

Strategic
Alliances,
Mutually
partnerships, Joint ventures etc

beneficial

Partnering relationships can support the

creation, communication and delivery of value
to strategically significant customers in many
ways

Any Questions?