Académique Documents
Professionnel Documents
Culture Documents
Management
Type
There are fourof Customers
categories of customers :
Those who are resistant to change
80/20
80/20 20/8020/80
Sales
Sales SalesSales
(customer)
(customer)
(customer )
(customer )
Focus of Market Leading
Enhancing Customer Loyalty
Perceived
Value
Maximization
Low
Customer acquisition
Customer retention and
Strategic Customer care
Customer Lifetime Value
High
Strategic Customer Care
Customer Retention
Customer Acquisition
Low
Low High
Profitability and loyalty
enhancement strategies
Strategic Customer
Low Customer Retention
Care
Profitability
Customer Retention
Acquisition
Strategy
High
Low High
Loyalty
Customer Value
Management
High
Individual
Customer in Institutional
Value a Bank Customer in
Sought a Bank
Low
Low High
Size of Customer Value or the Business
The CRM process
Data Mining and People
Warehousing
LOYALTY
Technology
Web
Structure
Voice Mail
Alliances
Telephone
Call Centers