Strength of Customer Relationships

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Strength of Customer Relationships Experienced Quality

Customer Commitment

Perceived Value

Customer Satisfaction

Customer input

Bonds

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Strength of Customer Relationships

PHMC GPE GPE LLC LLC PHMC

The commitment of the customer • How important is the CR to the customer?

• Does the customer feel that he/she has a relationship with the company or with the employee?

• Has the customer chosen your company after careful consideration or has the CR started by coincidence

– e.g. the service provider is located near to the customer, the customer has walked in to the store by chance etc.

• how much time, effort, energy or/and money is the customer willing to invest in order to find a new service provider

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PHMC GPE GPE LLC LLC PHMC

Bonds

Emotions

Knowing

Actions

• social relations

• laws and agreements

• product or process based

• cultural / value compatibility

• technology

• geography

• knowledge, know - how

• time limits

• ideological compatibility • psychological factors

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• price

PHMC GPE GPE LLC LLC PHMC

Relationship between Quality and Customer Profitability Experienced Quality

Perceived Value

Customer Input

CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved

PHMC GPE GPE LLC LLC PHMC

Relationship between Quality and Customer Profitability Experienced Quality

Customer Commitment

Perceived Value

Customer Satisfaction

Customer Input

Bonds

CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved

PHMC GPE GPE LLC LLC PHMC

Relationship between Quality and Customer Profitability Experienced Quality

Customer Commitment

Supply experienced by customer

Perceived Value

Customer Satisfaction

Strength of CR

Customer Input

Bonds

Critical Episodes

CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved

PHMC GPE GPE LLC LLC PHMC

Relationship between Quality and Customer Profitability Experienced Quality

Customer Commitment

Supply experienced by customer

Share of customer

Perceived Value

Customer Satisfaction

Strength of CR

Duration of CR

Customer Input

Bonds

Critical Episodes

Structure of CR

CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved

PHMC GPE GPE LLC LLC PHMC

Relationship between Quality and Customer Profitability Experienced Quality

Customer Commitment

Supply experienced by customer

Share of customer

CR profits

Perceived Value

Customer Satisfaction

Strength of CR

Duration of CR

CR profitability

Customer Input

Bonds

Critical Episodes

Structure of CR

CR costs

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PHMC GPE GPE LLC LLC PHMC

Index Strength of Customer Relationships

High

Possibility to aggressive price setting and steering of buying behavior

Ideal

Strength

Low

Customers who are Requires likely to be investment in profitable? taking care of the strength of CR If not - no invest

-

Profitability

+

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New possibilities

PHMC GPE GPE LLC LLC PHMC

CUSTOMER NEEDS Silent / Latent, Non Expressed Unused opportunities Expressed

Current business CUSTOMERS Current

Prospects

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