PHMC GPE GPE LLC LLC PHMC
Strength of Customer Relationships Experienced Quality
Customer Commitment
Perceived Value
Customer Satisfaction
Customer input
Bonds
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Strength of Customer Relationships
PHMC GPE GPE LLC LLC PHMC
The commitment of the customer • How important is the CR to the customer? • Does the customer feel that he/she has a relationship with the company or with the employee? • Has the customer chosen your company after careful consideration or has the CR started by coincidence
– e.g. the service provider is located near to the customer, the customer has walked in to the store by chance etc. • how much time, effort, energy or/and money is the customer willing to invest in order to find a new service provider
Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Bonds
Emotions
Knowing
Actions
• social relations
• laws and agreements
• product or process based
• cultural / value compatibility
• technology
• geography
• knowledge, know - how
• time limits
• ideological compatibility • psychological factors
Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
• price
PHMC GPE GPE LLC LLC PHMC
Relationship between Quality and Customer Profitability Experienced Quality
Perceived Value
Customer Input
CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Relationship between Quality and Customer Profitability Experienced Quality
Customer Commitment
Perceived Value
Customer Satisfaction
Customer Input
Bonds
CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Relationship between Quality and Customer Profitability Experienced Quality
Customer Commitment
Supply experienced by customer
Perceived Value
Customer Satisfaction
Strength of CR
Customer Input
Bonds
Critical Episodes
CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Relationship between Quality and Customer Profitability Experienced Quality
Customer Commitment
Supply experienced by customer
Share of customer
Perceived Value
Customer Satisfaction
Strength of CR
Duration of CR
Customer Input
Bonds
Critical Episodes
Structure of CR
CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Relationship between Quality and Customer Profitability Experienced Quality
Customer Commitment
Supply experienced by customer
Share of customer
CR profits
Perceived Value
Customer Satisfaction
Strength of CR
Duration of CR
CR profitability
Customer Input
Bonds
Critical Episodes
Structure of CR
CR costs
CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Index Strength of Customer Relationships
High
Possibility to aggressive price setting and steering of buying behavior
Ideal
Strength
Low
Customers who are Requires likely to be investment in profitable? taking care of the strength of CR If not - no invest
-
Profitability
+
CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
New possibilities
PHMC GPE GPE LLC LLC PHMC
CUSTOMER NEEDS Silent / Latent, Non Expressed Unused opportunities Expressed
Current business CUSTOMERS Current
Prospects
CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved