Database Reference
In-Depth Information
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Decide on which customers to attract
: This involves deciding on which existing customers
should be prevented from defecting and the new customers that should be attracted and
engaged.
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Locate customers influencing the key purchases in any home or enterprise
: This involves identi-
fying, communicating, and engaging them directly, for instance, inviting into community
forums discussed later.
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Discover which customers generate referrals
: This involves identifying especially their wants,
delivering solutions, and measuring their levels of satisfaction. Repeat customers that are
profitable are the best barometers of
getting it right
.
◾
Differentiate clearly between customers, partners, and stakeholders
: This involves focusing and
caring about the actual consumers:
9.1.1.1.1 Know the Customer
The following are some of the steps involved with this strategy pattern:
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Know the customer's business context.
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Know the customer's needs and wants.
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Know the customer's preferences.
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Know the customer's prior interactions and history.
9.1.1.1.2 Care about the Customer's Wants
Here are some of the steps involved with this strategy pattern:
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Nurture deep commitment to customers and their outcomes.
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Enhance mindshare and market space as against market share.
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Create a customer-centric culture.
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Move from the earlier product-centric approach to a customer-centric approach.
9.1.1.1.3 Value the Customer's Time
Some of the steps involved with this strategy pattern are as follows:
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Streamline decision making.
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Offer ubiquitous and convenient access.
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Design using customer scenarios.
9.1.1.1.4 Measure What Matters to Customers
Some of the steps involved with this strategy pattern are listed here:
◾
Determine customer's outcomes.
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Understand the customer's context.
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Identify key customer scenarios within customer life-cycle stages.
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Determine what tasks matter the most to customers.
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Monitor customer scenarios in real term and take effective action.
