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Customer Loyalty

Customer Loyalty

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Published by zydeco.14

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Published by: zydeco.14 on Sep 10, 2009
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09/22/2010

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-Values drive value
Customer Loyalty
 
-the crm hierarchy 
 
Classification of customers as perloyalty& satisfaction
Mercenaries
(Highsatisfaction Low Loyalty)-On a look-out for betteropportunity
Apostles
 
(highsatisfaction high loyalty)-More valuable than anypromotion
Defectors
(Lowsatisfaction Low loyalty)-Spread bad word aboutorganization. Move onwithout informing.
Hostages
(Lowsatisfaction high loyalty)-Dissatisfied but can’tleave due to exit barriers

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