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Customer Loyalty Kick off info

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Vanessa Dethorey

on 21 November 2012

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Transcript of Customer Loyalty Kick off info

“ The longer the loyalty, the bigger the rewards.”

Customer loyalty is all about attracting the right customer, getting them to buy, buy often, buy in higher quantities and bring you even more customers.

… In short, you build customer loyalty by treating people how they want to be treated. 1 - Retention To the project Customer Loyalty Program QBR 21.11.2012 Objectives Facts - Why do we need a customer loyalty program? What is customer loyalty? Critical Success Factors Maintenance of current business with our TOP 50 2 - Cross- & Deep selling Additional business with our TOP 50 3 - Development Recognize potential of small and medium accounts - Commitment from Management & Primary Stakeholders
- One View usage & performance
- Measurement of customer satisfaction & loyalty (KPI) To future Growth - Business Development Processes in place
- Understanding and promoting our Tools and Solutions
- Focus on our People and their Know How Methods – How ? - Scope of Business
- Loyalty factors
- Growth factors Focus Areas Operational Performance
Personal Relationship
Price - SOP in place
- Staff Training
- ??? - Account Management
- Account Mapping
- Business Reviews in place - Market Price
- Profit / Loss
- Value Add Exit barriers i.e. contract, technical interface, Know How
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