Preview

Effective Customer Relations

Powerful Essays
Open Document
Open Document
626 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
Effective Customer Relations
Building Effective
Customer Relations
FRUMENCE A. HERMOSO
Assistant Professor II
Taguig City University

What is a Customer?


A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration.

Categories of Customers
An intermediate customer or trade customer
- is a dealer that purchases goods for re-sale.
 An ultimate customer
- is the consumer.
 An external customer
- is a customer who is not directly connected to that organization.
 An internal customer
- is a customer who is directly connected to an organization, usually stakeholders, employees, or shareholders 

Customer Groups


1. Existing Customers
Consists of customers who have purchased or otherwise used an organization’s goods or services, typically within a designated period of time.
Former Customers
This group consists of those who have formerly had relations with the marketing organization typically through a previous purchase.
2.

.

3. Potential Customers
. The third category of customers includes those who have yet to purchase but possess what the marketer believes are the requirements to eventually become Existing Customers.

Importance of Good Customer
Relations
Provide the potential for repeat business
 Improves company reputation
 Leads to an increase in sales and service
 Help ensure that your business continues to flourish.
 Is as important to your small business as the price and quality of what you are selling. 

What does it take to create loyal customers?
Invest on substantial sums in global market research  Company’s performance
 Social response to issues (energy efficiency, air & water pollution)
 Embed the attributes of corporate social responsibility into a product.
 Environmental protection – most basic building block in CSR.


8 Keys to Building Strong
Partnerships with your Colleagues
& Your Customers
1.
2.
3.
4.
5.



References: Colleagues & Your Customers. Mcgraw-Hill Companiees, Inc. U.S.A. 2010.

You May Also Find These Documents Helpful

  • Powerful Essays

    Hsa 505 Assignment 3

    • 2334 Words
    • 10 Pages

    In any kind of business, a customer is always considered as the greatest asset. No business can survive without customers. This is the reason why businesses, organisations and companies must ensure that they win the attention of their customer through the use of customer satisfaction strategies. There are many different ways in which customers can be attracted and retained. One of the most common ways is through offering goods and services which are of high quality to the customers. Customers are always on the lookout for business persons who can offer them value for their money.…

    • 2334 Words
    • 10 Pages
    Powerful Essays
  • Powerful Essays

    Unit 3 P5

    • 1440 Words
    • 6 Pages

    Unit 3: P5 - Explain how and why groups of customers are targeted for selected products.…

    • 1440 Words
    • 6 Pages
    Powerful Essays
  • Satisfactory Essays

    Good Customer Service

    • 324 Words
    • 2 Pages

    You are provided to answer the following questions either orally or written as agreed with your lecturer. Please write your answers very clearly. If you do not understand any of the questions please ask your lecturer for defined explanation…

    • 324 Words
    • 2 Pages
    Satisfactory Essays
  • Powerful Essays

    This white paper explores the Return on Investment (ROI) attributable to Customer Relationship Management (CRM) systems. It provides a discussion of the potential returns from such a system.…

    • 3917 Words
    • 16 Pages
    Powerful Essays
  • Good Essays

    Repeat Purchase

    • 343 Words
    • 2 Pages

    The purchase and use of a product on more than one occasion by a particular customer.…

    • 343 Words
    • 2 Pages
    Good Essays
  • Good Essays

    AcadX

    • 810 Words
    • 4 Pages

    Customer Buying Behavior PPT 4-1 Buying Process • The buying process, the steps consumers go through when buying a product or service, begins when customers recognize in unsatisfied need. • They seek information about how to satisfy the need, such as what products might be useful and how they can be bought. • Customers evaluate the alternative retailers and channels available for purchasing the merchandise, such as stores, catalogs, and the Internet, and then choose a store or Internet site to visit or a catalog to review. PPT 4-2 Buying Process • This encounter with the retailer’s merchandise offering by weighing both objective and subjective criteria, customers may make a purchase or go to another retailer to collect more information.…

    • 810 Words
    • 4 Pages
    Good Essays
  • Better Essays

    Teams are more effective today in the health care field than ever. Effective teams are motivated, respected, progressive, achievement-oriented, and supportive (Lombardi & Schermerhorn, 2007). Teams in a health care field can make defining jobs simple, creating goals, having a plan for open communication, and accepting the difference in everyone through teams. When there are teams in the health care industry, it can make planning items for the healthcare simple. In this proposal there will be an additional $20,000 to spend on customer satisfaction, and this will explain how that should be spent.…

    • 804 Words
    • 4 Pages
    Better Essays
  • Satisfactory Essays

    Good Customer Service

    • 509 Words
    • 3 Pages

    Good customer service consists of good attitudes, being aware of customers, and knowing your job.…

    • 509 Words
    • 3 Pages
    Satisfactory Essays
  • Good Essays

    Customer Satisfaction

    • 816 Words
    • 6 Pages

    manage their business. It can help a business not only keep its customers long term , but provide…

    • 816 Words
    • 6 Pages
    Good Essays
  • Satisfactory Essays

    customer loyalty

    • 593 Words
    • 3 Pages

    markets in which you operated, and for all product types) and why? - As a…

    • 593 Words
    • 3 Pages
    Satisfactory Essays
  • Powerful Essays

    customer satisfaction

    • 10315 Words
    • 42 Pages

    A Research Project Report Titled ―Customer Satisfaction on Public And Private Bank Loan‖ Submitted in partial fulfillment for the Award of degree of Master of Business Administration 2010-2012 Global Institute of Technology Sitapura, Jaipur (Raj)-302022 Submitted To: Submitted By: Mrs.Mamta Soni Mahendra Singh Rathore (Ast.professor) (MBA IV SEM) DECLARATION…

    • 10315 Words
    • 42 Pages
    Powerful Essays
  • Satisfactory Essays

    Customer Satisfaction

    • 326 Words
    • 2 Pages

    two aspects: behavior and attitudes studies conclude that companies should focus on building both behavioral and attitudinal loyalty simultaneously, to achieve “true” loyalty.…

    • 326 Words
    • 2 Pages
    Satisfactory Essays
  • Powerful Essays

    Customer Satisfaction

    • 1501 Words
    • 7 Pages

    The satisfaction of customer is considered as the popular topic at the practice on marketing and the research as academic in view of the fact that the primary study of Cardozo's (1965) on the effort of customers, their expectations and along with the satisfaction of them. In spite of taking many attempts for measuring and explaining the satisfaction of customer, there is not so much consensus conducting in relation to the definition of the satisfaction of customer (Giese and Cote, 2000). The typical definition of customer satisfaction can be provided as the evaluative judgment of post consumption in relation to the certain product or service (Gundersen, Heide and Olsson, 1996). It is considered as the outcome of the process of evaluative through which expectations of pre purchase are contrasted with performance perception in the time of or after the experience of the consumption (Oliver, 1980).…

    • 1501 Words
    • 7 Pages
    Powerful Essays
  • Powerful Essays

    Customer Satisfaction

    • 8300 Words
    • 34 Pages

    Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed. © 2011 Elsevier B.V. All rights reserved.…

    • 8300 Words
    • 34 Pages
    Powerful Essays
  • Powerful Essays

    customer satisfaction

    • 19829 Words
    • 80 Pages

    I would first like to thank & congratulation to my Wales University of Newport for providing us the best Master Program which offers the unique experiences that will prepare us for life at the top in this high competitive business world.…

    • 19829 Words
    • 80 Pages
    Powerful Essays