LESSON: 2 Customer

Relationship: Customer Service

HIGH SCHOOL DEPARTMENT

OBJECTIVES:
1. IDENTIFY THE RELATIONSHIP
MARKETING
2. EXPLAIN THE LEVELS OF
RELATIONSHIP MARKETING AND
ITS IMPORTANCE

HIGH SCHOOL DEPARTMENT

RELATIONSHIP MARKETING

HIGH SCHOOL DEPARTMENT

IS A PROCESS OF BUILDING AND
MAINTAINING PROFITABLE
CUSTOMER RELATIONSHIPS BY
DELIVERING SUPERIOR CUSTOMER
VALUE AND SATISFACTION
ENSURING BRAND LOYALTY
HIGH SCHOOL DEPARTMENT
BASIC MARKETING - IS THE
MOST BASIC LEVEL OF
INTERACTION BETWEEN THE
COMPANY AND THE CUSTOMER

HIGH SCHOOL DEPARTMENT

REACTIVE MARKETING- HELPS
TO ESTABLISH A BRAND
REPUTATION AS ACCESSIBLE
AND CLIENT CENTRIC.

HIGH SCHOOL DEPARTMENT

ACCOUNTABLE MARKETING- IS AS
SIMPLE AS DECIDING RELEVANT AND
ATTAINABLE BUSINESS GOALS,
CHOOSING APPROPRIATE TARGETS,
AND THEN WORKING BACKWARDS.

HIGH SCHOOL DEPARTMENT

PROACTIVE MARKETING-
PROVIDE COMPETITIVE
ADVANTAGE AND ESTABLISH
LEADERSHIP

HIGH SCHOOL DEPARTMENT

PARTNERSHIP MARKETING- IS A
STRATEGIC COLLABORATION
BETWEEN TWO OR MORE FIRMS
THAT HELPS EACH FIRM REACH
ITS RESPECTIVE BUSINESS
GOALS
HIGH SCHOOL DEPARTMENT
1. HOW DOES THE COMPANY NEED TO
APPLY RELATIONSHIP MARKETING
ELABORATE YOUR ANSWER.
2. HOW DOES THE LEVEL OF
RELATIONSHIP MARKETING
HELP THE BUSINESS?
HIGH SCHOOL DEPARTMENT
THANK YOU

HIGH SCHOOL DEPARTMENT

Successful customer service
strategy in the Philippines
business enterprise ​

HIGH SCHOOL DEPARTMENT

Recruit and Train the Right People
People with the right attitude are essential to building
a successful customer service approach. “Hire for
attitude, train for skills,” should be the maxim.

HIGH SCHOOL DEPARTMENT

Happy Staff = Happy Customers
Staff retention is crucial to improving your
organization’s customer service. Research shows
clearly that staff stay when they are happy and
respect the organization for which they work.

HIGH SCHOOL DEPARTMENT

Recognize the Importance of Customer Loyalty
Retaining customers is normally cheaper and faster
than acquiring new ones. That’s the first lesson of
business school and it’s a lesson that shines a light on
the importance of customer loyalty

HIGH SCHOOL DEPARTMENT

Listen to What Your Customers and Staff Are Saying to You
It’s probably not what you think. Regularly listen to and
analyze customer phone calls. Have feedback focus groups
and suggestion schemes. Consider speech analytics. Use
your own systems to test what customers are facing. Listen to
what your customers and staff are saying to you.

HIGH SCHOOL DEPARTMENT

Look at Your Processes From a Customer and Staff
Point of View
Many organizations take an internal point of view
on processes, trying to “improve” them without
considering the customer or staff that actually have
to use them.

HIGH SCHOOL DEPARTMENT

THANK YOU

HIGH SCHOOL DEPARTMENT