Structure and processes designed to meet customer, understand their needs and work collaboratively to create and retain the most profitable customers. Processes, people, data and tools oriented to deliver satisfactory experiences that generate customer loyalty. Its best commercial strategy is the development of profitable relationships with their customers in the long term. Excellence in the relationship with the customers usually either of the first two options or their combination may allow it to survive in the changing and dynamic business scenario, the latter can take it to stand out. An adequate combination of all three can guarantee you success.
Actual cases as the following figures show: A company think that the perfect for growing in the market strategy was to invest a large amount of money to innovate in your product. In a period of two years I do 6 significant improvements to your product, making that its customers would have to change in equal number of times this product. Result = loss of more than 40% of clients who preferred to hire less innovative products, given this large number of changes more stable and with better service. Company lost millions of dollars, both in their investments in innovation by the loss of customers. Another company in the same sector decided to maintain a level of innovation in its product relatively low (only an update in a period of two years) and devote most of their resources and efforts to structure a program of joint work with customers, greater support in the processes of after-sales and best coverage of the needs of their existing customers. Result = growth in the past two years of 300% in income and an improvement in customer retention of 350% over figures for previous years. Because the need to be one organization in the Customer Center?There are many reasons, such as the following (which are heard in all the seminars…) Less differentiation in products and services in the market more saturated markets, globalized and competitive more knowledgeable and more demanding customers greater orientation to the relationship and not the transaction but there is a main, which does not have any discussion: without customers not there is business, there is NO company…This did not tell no guru or expert, it is simply common sense.