Key Principles of Relationship Management
Key Principles of Relationship Management To develop relationships the following key principles have to be kept in mind: • Manage customer as an asset, • Rate customers on the basis of their profit stream – current and future potential, • Customize relationship to individual customer-using information based decision making capabilities, • Implement innovative ways and means to get close to the customer to hear the ‘Voice of the Customer’. TO SUCCEED IN THE RELATIOHSIP ECONOMY COMPANIES MUST : Create capabilities to service the new customer • Driven by voice of the customer • Listening and learning process • Customer experience mapping • Appropriate level of segmentation Connect the business to the customer • Align mindset and connectivity • Invest in enough knowledge to get the job done • Balance elements of modern business (strategies, people, process, knowledge and technology) • Develop efficient and effective fulfillment solutions (self service Vs