MALCOLM BALDRIGE

CUSTOMER RELATION

The purpose of this is to engage with the customer by serving their needs and building relationship

a. Product Offerings and Customer Support

1. Customer Segmentation, the purpose of this is to determine your customer groups and
market segments.

Use information on customers,

markets, and product offering to
identify current and anticipate
future customer groups and
market segment

Consider competitor's customer

and other potential customers
and market in this segmentation

Determine which customers,

customers groups, and market
segments to emphasize and
pursue for business growut

b. Customer Relationship
1. Relationship Management, the purpose of this is to build and manage customer
relationship.

Acquire customer and build market

share

Manage and enhance your brand

image by using social media

Retain customers, meet their

requirements, and exceed their
expectation in each stage of the
customer life cycle

Increase their engagement by using

social media as easiest tools
 2. Complaint Management, the purpose of this to manage customer complain

Resolve complaints
promptly and effectively

Recover customers
confidence

Enhance customer
satisfaction and
engagement, avoid similar
complain in the future