SCRM - Be Social!

Exchange of

PHMC GPE GPE LLC LLC PHMC

Customer Relationship

SCRM - be Social!

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PHMC GPE GPE LLC LLC PHMC

It’s Essential To Progress..

From Profitability of Transaction

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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

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Share of Heart PHMC GPE GPE LLC LLC PHMC

Customer Asiakas Reliability

Trust

Emotion Commitment

Values

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Share of Thoughts PHMC GPE GPE LLC LLC PHMC

Customer Asiakas Know-how, awareness

Orientation

KNOWLEDGE Efficiency

Information

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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

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Compatibility of Resources CUSTOMER

PHMC GPE GPE LLC LLC PHMC

EMOTIONS KNOWLEDGE ACTIONS ACTIONS

KNOWLEDGE

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PHMC GPE GPE LLC LLC PHMC

Value of Customer Relationship Phases and duration of CR

INCREASE IN VALUE OF CUSTOMER RELATIONSHIP Exchange of CR

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Structure of CR