Group-3

Understanding Customer
Relationship
Jamaica Cruz
Sarah jade Alamin
Steven James Ballao
Jheric Doran
 Define Customer Relationship

Customer relations refers to the methods a company uses to engage with its customers and
improve the customer experience. Customer experiences and interactions with businesses and
brands can influence overall satisfaction and brand loyalty. Regardless of whether a company is
offering a product or service, customers may want to feel that the brands they engage with
support and appreciate them.

Positive customers relations refer to long-term relationships that benefit both the customers
and the business. Such relations can help your business connect with customers on a much
more personal level where you no longer treat them as transactions but see them as partners
in your growth.
 Relational Marketing

is a strategy of Customer Relationship Management

(CRM) that emphasizes customer retention, satisfaction,
and lifetime customer value. Its purpose is to market to
current customers versus new customer acquisition
through sales and advertising.
 Customer Satisfaction and Loyalty
Customer Service: Expectations Of Customers How to be Treated

The direct, one-on-one communication between a

customer and a company employee is known as
customer service. The interaction usually occurs when
a customer purchases a product or service from the
business (Grant, 2023). There are several kinds of
customers and each of them has specific standards
regarding customer service. In order to provide
satisfaction, these standards should be met by
employees and provide the best suited customer
service.
 Barriers To Exit of Customer Service

Barriers to exit are obstacles that make it difficult for a

firm to leave a market or industry, even when it is no
longer profitable or viable to continue operating.
Four Brand Benefits

1.Functional.

2.Emotional.

3.Self-expressive.

4.Consumer benefits.
 Value of Customers
Customer Lifetime Value (CLTV)

Customer lifetime value (CLV) is an indicator that quantifies

the customer's average potential revenue over the term of
the relationship (Caldwell, 2022). This includes the
purchases of the customer and the duration of their
relationship within a company. Since the data is specifically
about the background of the customers, it could also become
a marketing strategy for companies to retain new and long-
time customers.
 Cost of Customer Acquisition (COCA)

Customer Acquisition Cost, or CAC, measures how much an

organization spends to acquire new customers.
CAC – an important business metric – is the total cost of sales
and marketing efforts, as well as property or equipment,
needed to convince a customer to buy a product or service.
Cost of Customer Acquisition (COCA)
Cost of Customer Acquisition (COCA)
Relationships Development Strategies

It is a marketing strategy that focuses on achieving

customer loyalty and repeat business by developing
strong, positive relationships with customers through
communication and quality customer service.