The hallmarks of strong, properly managed customer relationships… delighted, highly-engaged customers who buy repeatedly, endorse products and/or services, and recommend their family and friends frequent the business.
All businesses rely on a steady flow of customer purchases to remain in operation. Properly managed customer relationships build the loyalty necessary to sustain existing customer purchases and expanding the organization’s customer base; fueling growth and sustaining profitability.
Customers are precious commodities, far more difficult to acquire than to keep.
Potential customers, those who have yet to purchase, can be skeptical of product and service claims, unsure of the return on investment, and anxious of the opportunity cost of the acquisition. Consequently, significant time, effort, and resources must be applied to secure each and every new customer. Further, once an individual or organization commits to a purchase, remorse sets in creating regret associated with the purchase.
Delighted and engaged customers, however, openly embrace repeat purchases, public product and/or service endorsements, and acquisition recommendations. These individuals and organizations overcame previously held objections and regrets; feeling greater degrees of comfort and satisfaction with previous decisions and willingness to make similar decisions in the future. Consequently, effective customer relationship management is crucially important to sustaining and growing an enterprise in both the near and long-terms.
Focus of the Customer Relationship Management Forum
The StrategyDriven Customer Relationship Management Forum focuses on the practices for establishing, nurturing, and maintaining strong customer relationships that continually engage the customer resulting in repeated sales, product and/or service endorsements, and family and friend patronage recommendations.
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Kim Ades is President of Frame of Mind Coaching and one of North America’s foremost experts on performance through thought management.
Christopher Conner, President ofFranchise Marketing Systems has been in the franchise industry since 2002 working with several hundred different franchise systems in management, franchise sales and franchise development work.
Jeffrey Gitomer is the New York Times bestselling author of Little Red Book of Selling, the best-selling sales book of all time.
Nathan Ives is a renown Fortune 500 business advisor and author of Discovering Business Gold, used to identify over $200 million in operational cost savings.
Hank Moore is a renown business advisor, speaker, and author of The Business Tree, revealing his trademarked approach to growing, strengthening, and evolving business.