4 Reasons why you can’t afford to miss that Way of Thinking & Acting 1
Better Customer Loyalty
PHMC GPE GPE LLC LLC PHMC
1to1 business practices foster loyalty among your best customers.
2 3
Higher Share of Customer
Capture more of each customer's business by learning how to profitably serve their needs.
Relief from Margin Erosion
Any business with a competitor faces pressure on profit margins. Learn how to reverse these pressures and strengthen your margins.
4
Higher Customer Satisfaction
By focusing on one customer at a time, you'll keep your best customers happy. CopyrightŠ PHMC GPE LLC 2001-2009 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Customer centric organisation Constant System Improvement
Board of Directors’ Responsibility : Strategy, Goal, Commitment, Decision, Target
C L I E N T
N E E D S
Resources Management
Measures, Analysis & Improvement
Design and/or Creation of PRODUCT or SERVICE
PRODUCT or SERVICES
Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
S A T I S F A C T I O N
C L I E N T
PHMC GPE GPE LLC LLC PHMC
Customer centric organisation Constant System Improvement
Board of Directors’ Responsibility : Strategy, Goal, Commitment, Decision, Target
C L I E N T
N E E D S
Resources Management
Measures, Analysis & Improvement
Design and/or Creation of PRODUCT or SERVICE
PRODUCT or SERVICES
Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
S A T I S F A C T I O N
C L I E N T
•Decrease costs •Increase Volume
Initiating
Refining
•Emotion • Knowledge
*WHY ? *WHAT MODE ? *WHO ?
Exit
La st I M mp us re > t be ssio 0 n
1s tI m pr es sio n
PHMC GPE GPE LLC LLC PHMC
CR Phases
Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
CR Exchange
Resources Value
Commitment
•Feeling • Knowledge • Acts
Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
•Value • Knowledge • Acts
PHMC GPE GPE LLC LLC PHMC
CR Structure
Episode
Episode
Acts
Episode
Episode
Episode
Episode
>
…
>
Flow Chart
Reduce Costs of C R •re-selling • price carrier • cost carrier • division of labour Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Value of CR Index 1-5 *Profitability *Volume *Duration of CR *Learning value *Value of contact *Value of reference W. Index
CopyrightŠ PHMC GPE LLC 2001-2009 sqq All rights reserved
Resources Value
Commitment
•Feeling • Knowledge • Acts
•Value • Knowledge • Acts
Im
pr es sio n
CR Phases
1s t
•Decrease costs •Increase Volume
*WHY ? *WHAT MODE ? *WHO ?
Initiating Refining Exit •Emotion • Knowledge
Im L a M pres st us si > t be on 0
PHMC GPE GPE LLC LLC PHMC
CR Exchange
CR Structure
Value of CR Index 11-5
Episode
*Profitability *Volume *Duration of CR *Learning value *Value of contact *Value of reference W. Index
Episode
Acts Acts
Increasing Value Increasing C R Increasing Shareholder value
Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
Episode Episode
Episode Episode
…
> > Flow Chart
Reduce Costs of C R •re-selling • price carrier • cost carrier • division of labour
CR Exchange Resources Resources Value Value
Commitment Commitment •Value • Knowledge • Acts
Im
pr es sio n
CR Phases
1s t
Initiating
•Decrease *WHY ? *WHAT costs •Increase MODE ? *WHO ? Volume
Refining
Exit
•Emotion • Knowledge
Im L a M pres st us si > t be on 0
PHMC GPE GPE LLC LLC PHMC
•Feeling • Knowledge • Acts
CR Structure
Value of CR Index 11-5
Episode
*Profitability *Volume *Duration of CR *Learning value *Value of contact *Value of reference W. Index
Episode
Acts Acts
Increasing Value Increasing C R Increasing Shareholder value
Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
Episode Episode
Episode Episode
…
> > Flow Chart
Reduce Costs of C R •re-selling • price carrier • cost carrier • division of labour
PHMC GPE GPE LLC LLC PHMC
La plupart pensent : « ce ne sont que de simples fruits ! »
Mais d’autres y verront une Chaîne internationale de Supermarchés à la pointe de la Relation-Client.
Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
Motivation of
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Employees
I N T C E A L P L I E T C A T L U A L
RELATIONAL CAPITAL
STRUCTURAL CAPITAL
Pro-activity &
Reactivity with
Clients / prospects
CopyrightŠ PHMC GPE LLC 2001-2009 sqq All rights reserved
Steps to Enthusiasts &
Profitable Customers
PHMC GPE GPE LLC LLC PHMC
It’s Essential To Progress From
To
Profitability
Profitability
of
of
Transaction
Relations
« 4 P » Concept
1 to 1 Concept
Product Place Price Promotion
Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
Identification Differentiation Communication Customization
PHMC GPE GPE LLC LLC PHMC
It’s Essential … To Find out Products & Services for Clients and no more Customers for our Products & Services Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
M.L.C
(Multi Level Coaching)
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Niveaux de formation
Séminaires alternés en salle / à la Mer
……..
Produit de Recherche (option)
“Tutoring Distant” des Participants
Travail individuel
Suivi de la mise en place & Coaching des Participants Services commerciaux Services centraux Board des Directeurs
C.S.P.
Copyright© PHMC GPE LLC 2001-2009 sqq All rights reserved
Durée : 3 à 12 mois