Exchange of
PHMC GPE GPE LLC LLC PHMC
Customer Relationship
SCRM - be Social! CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
It’s Essential To Progress..
From Profitability of Transaction
Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
To Profitability of Relations
From
PHMC GPE GPE LLC LLC PHMC
Market Share
TO
Customer Share CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Customer Relationship Thinking Volume of transactions
Customer Relationhip Thinking
transaction product
Developing excellence CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Resources of Customer Relationship Share of Heart Share of Thoughts
Share of Wallet
CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
Share of Heart PHMC GPE GPE LLC LLC PHMC
Customer Asiakas Reliability
Trust
Emotion Commitment
Values
Toimittaja Company CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
Share of Thoughts PHMC GPE GPE LLC LLC PHMC
Customer Asiakas Know-how, awareness
Orientation
KNOWLEDGE Efficiency
Information
Toimittaja Company CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
Share of Wallet PHMC GPE GPE LLC LLC PHMC
Customer Asiakas Actions, money
Parts to customer’s own value creation process
ACTIONS Goods, services
Money
Toimittaja Company Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
Compatibility of Resources CUSTOMER
PHMC GPE GPE LLC LLC PHMC
EMOTIONS KNOWLEDGE ACTIONS ACTIONS
KNOWLEDGE
EMOTIONS COMPANY Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Value of Customer Relationship Phases and duration of CR
INCREASE IN VALUE OF CUSTOMER RELATIONSHIP Exchange of CR
Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
Structure of CR