Methods and means are devised to recognize the importance of customer satisfaction. However, the basic lever is "customer intimacy", although it is not very public. "Customer intimacy is an official or informal form that impacts revenue growth and earnings per share by creating a long-term sustainable competitive advantage.
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Customer intimacy, relationship marketing, marketing strategy, market planning
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Regardless of the industry segment, progressive CEOs and board members consistently realize top-line revenue and profit growth as a means to increase share price and shareholder value
Numerous articles mean the importance of customer satisfaction, how to improve it, or advertise its needs, mean doing perfect, or re-engineering the process
Here, in fact, it is profitable towards a good strategy. However, much less publicizing the return of higher and sustainable shareholders yet the basic lever is "customer intimacy". "Customer intimacy affects the return of our shareholders to both our suppliers and our customers.
<b> What is "customer intimacy"? </ b>
The closeness of the customer is from corporate leadership to functional leadership (engineering, marketing, operations, maintenance, or services) and end users of products and services. These dynamic relationships are multiple points and the company and its customers Not only the frequency of contact between parties but also multiple points of view on relationships and benefits to both parties
<b> What are the benefits of "customer intimacy"? </ b>
First, from the supplier's point of view, the relationship with the customer can create a long-term sustainable competitive advantage by identifying unsatisfactory needs early.
"If we can make it, they buy it" contrary to all too common syndromes, it is prevalent in technology-driven companies.
By establishing long-term relationships with key customers and representatives of their target market segments, companies repeat the opportunity for them to leverage their knowledge base Voice-Customer (VOC) interviews, focus-groups, User Group Meetings-A knowledge base for accessing marketing teams by means of practice and use. But it is also easier to use sales-to-service engineers at locations that are providing feedback and frequently use exchanges.
Establishing close and frequent relationships with key customers allows companies to recognize their process evolution and frustrated needs before competition. Naturally, the investment in research and development of new products concentrates on differentiated product functions, and "I also" can reduce the risk of commercialization away from the product.
Merchandise goods and services are inherently distinguished by their price. As a result, competitive locations should be based on the lowest cost of manufacturing. In the case of business-to-business transactions, commoditization is essentially driven by the purchasing organization. In order to obtain a price concession from the vendor, the purchasing agent has a tendency to negotiate with the vendor, given that the products from the competitor offer the same value, but in most cases it is In front of weak or poorly trained sales people, this ploy can allow them to get a discount from the list price.
But in any industry, commoditization leads to the erosion and destruction of profits, not the increase in profits needed for shareholder value. Commoditization can transform the market of unique, branded products into the market based on undifferentiated price competition. Commercialization can result in unintended consequences that the parties do not actively try to achieve.
Combating this trend is also one of the markets and applied knowledge that requires price control. Another aspect involves employee training and development. Differentiated products and services that deliver innovative solutions to recognized but unsatisfied customer demands are price and sales clear based on actual value. ”
Second, from the customer side, there are considerable advantages when dealing with business and business details, key drivers and constraints, and vendors that are fully aware of their purpose. Solicitors who are willing to listen to service issues, or may fall outside their current offerings, have new requirements, and they are the main suppliers of strategic suppliers and their most unique Are very pleased to partner to develop a good solution,
High impact issues.
<b> The next question is how to establish or improve "customer intimacy"? </ b>
Every business has a level of customer intimacy, which is loosely interplayed by various customer interactions: Internet, email, telephone, sales and service Every customer interaction is an opportunity to improve the closeness of the customer. It needs a right attitude and a motive to ask the right question.
Attitudes can be developed through communication, training and development. The motivation can be improved by the quality of the talent hired by the company and the reward and reward system. Employees clearly understand how their actions increase in front of their customers and how close their intimacy can cause them to be related to profitability and growth,
In summary, beyond the customer satisfaction that is essentially transactional, another layer is developed in terms of the relationship between the manufacturer and the customer. This allows for further investment in growth (marketing, new product development, sales channels, etc.). ). Promote an increase in returns for all shareholders.
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Articles, marketing, website promotion, advertising, ebook submission
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2. Become known as an expert on the topic you write about. Under this condition, it is a competition that competes for energy and the extra reliability of the business.
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