Large customers are the basis for the survival of the enterprise, the source of development.
The theory of American marketing scholars Reichheld and Sasser, a company that reduces its customer turnover rate by 5%, profits can increase by 25% to 85%, and large customers is to improve customer loyalty and satisfaction.
The value of a large customer is a long-term customer value, and the relationship between a company and a large customer is a long-lasting and trustworthy relationship, and the company gets a high profit return from them. It can be said that the relationship between large customers and enterprises such as tree roots and the relationship between water, the root of the enterprise needs large customers this water nourishment and feeding.
2. Loyal customers are very important to consolidate the stability of the enterprise.
The purpose of the "VIP model" is to pay attention to short-term profits, but also to long-term earnings; to pay attention to single transactions, but also to long-term relationships.
In the increasing homogenization of products today, to seize the big customers, to maintain a long time with the enterprise's trust relationship and consolidate the enterprise's product updates is the most reliable guarantee of business operations. The significance of large customers here is that enterprises with the maintenance and the cost of their relationship in exchange for the promotion of new brands to avoid the risk and waste of resources.
3. Loyal customers are a kind of publicity for the enterprise.
A loyal customer's behavior can be emulated by others. A loyal big customers continue to buy a brand of products, this behavior for the enterprise is very favorable publicity. At the same time, the role of the market leader of the big customers, but also for the enterprise's publicity momentum.
Value
1, to ensure that large customers can become a stable source of sales orders
2, so that the successful experience of large customers in the industry customers to produce the maximum radiation effect
3, through the development of large customers to increase market share
4, to promote the needs of large customers to become the driving force of corporate innovation
5, so that large customers Become an important asset of the company
6, to achieve a win-win situation with large customers
Question 2: the meaning of customer value customer value; is due to the supplier in a certain way to participate in the process of the customer's production and business activities and can bring benefits to its customers, that is, the customer through the purchase of goods by the customer to get the benefits and the customer spent the price (purchase cost and post-purchase costs) of the difference. Enterprises can examine the customer value from the potential customer value, perceived value, the actual realization of customer value and other levels. Customer satisfaction of the three major factors One: goods, first of all in the presence of goods in front of the customer, so that its selection; Two: is the corporate image (that is, the brand image), a company to compete must first win the appreciation of customers, that is to say, every enterprise must first try to cultivate a kind of customer trustworthy products to win the customer's shock , the establishment of a competitive body of customer demand; Three: Is the quality of service, with distinctive services to win customers, of which polite service is the most important, but not the most important, it is important to understand the customer's preferences, psychological tendencies, and the habit of its language expression, only then can more attract customers to your product attention.
Question 3: the value and significance of large customers to the company A: the role of customers on the business
The relationship between customers and the company, is a mutual promotion, reciprocal **** win-win cooperative relationship. Especially with high-quality large customers, can enhance our sense of service, improve our management level, improve our service system, but also can bring us a good profit. But the role of high-quality customers for our business, far from generating financial book profits so simple, but also for the development of our business to play a driving role. A company wants to develop, we must learn to find quality customers, learn to cooperate with them, but we can not let the customer push us to go, to turn passive into active, actively provide customers with quality service, and truly implement the "infinite distance, intimate delivery" service concept.
How to quantify the value of quality customers to the enterprise? How much money does a company lose when it loses a major customer, and why does 100 complaints mean that a company loses 1 million dollars in market value?
How much would a 5% reduction in customer churn increase profits for the organization?
If all companies knew the cost of losing a customer, they would weigh the trade-offs between "investing in new business" and "investing in customer retention". Unfortunately, accounting systems can't calculate the value of a loyal customer; financial systems ignore the cash flow a customer generates while the company maintains a business relationship. Customers who are satisfied with the service they receive will contribute to the company's profits year after year for as long as the relationship lasts.
Maintaining long-term major customer relationships also reduces advertising expenses. A major customer is a free advertising resource in itself. Many companies can use large companies in the same industry as reference objects when choosing service partners; many people like to listen to their friends' opinions before spending money, and find them more credible than advertisements.
Second: how to maintain a cooperative relationship with customers: customer care and service
Take the logistics industry as an example: logistics and express delivery industry products sold are services, intangible, is that you help customers solve the problem of the operation of the items after the customer's personal feelings. Modern courier industry competition, including two aspects, one is the hardware, including logistics equipment, warehouses, transportation tools, logistics network systems; the second is the software competition, is the level of service competition. For the current domestic counterparts in the forefront of the express delivery business, in the case of hardware strength so close to everyone, who first recognized the importance of the level of express service, who first enhance their level of service, who is equal to the first opportunity to win the market and customers. Ordinary businesses are the same.
Question 4: Combined with the case, please talk about the significance of the breakdown of customer value for an enterprise to distinguish between different values of the customer Some customers can bring us resources can also maintain a good customer relationship Some customers but because of the cooperation with the enterprise is the relationship between the enterprise to face the choice of an important time for the enterprise Some customers in time for the enterprise to face the crisis can also help the enterprise to get through the difficulties The key is that this customer has reached a consensus with the enterprise, and the key is to help the enterprise to achieve a good relationship with the customer. The key lies in whether the customer and the enterprise to reach a complete *** knowledge can reach a good relationship can bring more revenue for the enterprise not only to help but also can make the enterprise towards a better direction of development We have to have different attitudes towards different customers National Tongbao Cup Tianjin Tongbao Fortune Square Dance Competition preliminary
Question 5: "Create customer value" what does it mean? Question 5: What does "create customer value" mean? The first step is to create value for our customers.
To create value for customers, there are some connotations: first, the product sales volume, so the distribution of customers with high profits, profits is a value; second, the use of a wide range of products to solve the customer's problems, to solve the problem is also to provide customers with value; third, the product brand name, the customer in the use of the other people appreciate this appreciation is also a reflection of the value of the enterprise's customers.
Creating customer value is something that most companies will publicize, but I'm afraid that not many companies can really take this into account if they are able to bring distinctive points of interest and value to their customers.
Question six: the meaning and significance of customer value, the role of customer satisfaction; the significance of customer loyalty (Note: Because a lot of graphs can not be copied up, so here's the answer to the absence of graphs, if you need to contact me, hee hee, if you think it's good enough to give me extra points) First, the concept of 1. customer value: In 1954, Drucker pointed out that customers buy and consume is never the product, but the value. Although scholars have used the concept of customer value, but no detailed description and explanation. Zaithaml firstly proposed the theory of customer perceived value from the customer's point of view in 1988. She defined customer perceived value as the overall evaluation of the utility of a product or service after weighing the perceived benefits of the product or service against the cost of acquiring the product or service. In the subsequent research on customer value, different scholars have defined customer value from different perspectives: (1) from the perspective of individual scenarios, Anderson, Jain, Chintagunta, Monroe, that customer value is based on the trade-off between the perceived benefits and perceived losses or a comprehensive evaluation of the product's utility; (2) from the perspective of the relationship, Ravald Ravald and Gronroos emphasize the impact of relationship on customer value, and define customer value as: the value of the whole process = (gain of a single scenario + gain of the relationship) / (loss of a single scenario + loss of the relationship), and believe that the trade-off between gain and loss can not be confined to a single scenario (episode), but should be extended to the value of the whole process of the relationship (total episode value) measurement. Instead, it should be extended to the measurement of the total episode value of the relationship. In addition, Butz and Good2stein also emphasize that customer value arises from the discovery of additional value after purchasing and using a product, which creates an emotional bond with the supplier. Among the many definitions of customer value, most scholars agree with Woodruff's definition of customer value and have conducted many related studies on the basis of his definition. Woodruff, through the empirical study of how customers perceive value, proposes that customer value is the customer's perception of the product attributes that contribute to (or hinder) the realization of their own goals and objectives in a particular use situation, the effectiveness of these attributes, and the results of their use. The definition emphasizes that customer value is derived from customers' preferences and evaluations of product attributes that help (or hinder) the achievement of their goals and objectives in a given usage situation, the effectiveness of these attributes, and the results of usage. This definition emphasizes that customer value comes from the perception, preference and evaluation that customers get through learning, and links products, usage scenarios and related outcomes experienced by goal-oriented customers. Customer Satisfaction (Customer Satisfaction), refers to the state of feeling formed by a customer comparing a product's performance in meeting his or her needs (Perceived Performance) with expectations (Expectations). "Customers" evaluate products and services based on their value judgments, therefore, according to Philip Kotler, "Satisfaction is the level of a human feeling state that arises from a comparison of a product's perceived performance or output with people's expectations". ". So, the level of customer satisfaction is the difference between the perceived effect and the customer's expectations, i.e.: customer satisfaction = perceived effect - customer's expectations. Whereas customers' values determine their expectations of the product or service, their actual evaluation of the value of the product or service forms the perceivable effect. Therefore, from the point of view of customers' participation in the process of purchasing and evaluating products or services, customer value is the input of the process, and customer satisfaction belongs to one of the ways of the process output, and customer value will affect customer satisfaction, if the perceived effect is lower than the customer's expectation, then the customer will be dissatisfied; if the perceived effect is consistent with the expectation, then the customer is satisfied; if the perceived effect is more than the customer's expectation, then the customer will be highly satisfied Until loyalty arises. 4、Customer loyalty is defined as the continuity of customer buying behavior. It refers to the customer's dependence on the enterprise products or services and recognition, adherence to long-term purchase and use of the enterprise products or services shown in the thought and emotion of a high degree of trust and loyalty, is the customer on the enterprise products in the long-term competition in the comprehensive evaluation of the advantages shown. Customer loyalty refers to the degree of customer loyalty, is a quantitative concept. Customer loyalty refers to the quality, price, service and many other factors, so that the customer of an enterprise's products or services to produce feelings, the formation of preference and long-term repeated purchase of the enterprise's products or services to the extent. Second, interrelationship 1. Detailed comparison of customer satisfaction and customer value [1] Comparison content [2] Customer satisfaction [3] Customer value [4] Connotation of the paradigm ...... >>
Question 7: Customer Relationship Value Definition Meaning of Customer Relationship Management
Customer Relationship Management (CRM, Customer Relationship Management), is a marketing strategy that seeks to retain a company's end customers, distributors, and partners by fostering a more positive preference and liking for the company and its products, and to improve the performance of the company's marketing strategy.
Customer Relationship Management (CRM) is, first and foremost, a management concept, and the core idea of CRM is to take the enterprise's customers (including end-customers, distributors, and partners) as the most important resource, and to satisfy the needs of customers through perfect customer service and in-depth customer analysis to ensure that the lifelong value of customers is realized.
Customer Relationship Management (CRM) is also a management mechanism designed to improve the relationship between companies and their customers. CRM is implemented in the areas of sales, service and technical support for companies in relation to their customers, and is used to establish and maintain a one-to-one relationship between companies and their customers and business partners through the provision of comprehensive and personalized customer information to the company's marketing and related technical staff, and the enhancement of tracking services and information services. By providing comprehensive and personalized customer information to the marketing and related technical staff of the enterprise, it strengthens the ability of tracking service and information service, establishes and maintains one-to-one relationship between the enterprise and its customers and business partners, thus enabling the enterprise to provide faster and more considerate service, improve customer satisfaction, attract and maintain more customers and increase sales. In addition, it can effectively reduce the cost of doing business through information*** sharing and optimizing business processes.
Customer Relationship Management (CRM), or a management software and technology. CRM closely integrates best business practices with data mining, data warehousing, sales automation, and other information technologies to provide a business automation solution for an organization's sales, customer service, and decision-making. Enabling companies to establish customer-facing service systems, thus realizing the transformation from traditional business models to modern e-commerce-based business models.
In short, the concept of CRM is the key to success, is the CRM implementation and application of the foundation; information systems, technology is the successful implementation of CRM means and methods; management is to determine the success of the CRM, the effect of how the direct factors.
The purpose of CRM is to promote the enterprise from a certain cost to take chicken new customers to find ways to retain existing customers, from obtaining market share to obtain the share of customers, from the development of a short-term transaction to develop customer lifetime value.
Question 8: What is the importance for a company to distinguish the value of customers? 10 points 20% of the customers create 80% of the performance. This is the Law of 28. This law is reflected in every business. So you can envision the distribution of customer value. For different businesses, although it may not always be the Law of 28, the contribution of important customers is usually more than 50%. And these important customers, the number is often limited, so differentiate the value of different customers, for business development is critical.
As for the 500 words, that is more trouble. 10 points is too little. 100 points is almost 。。。。 Oh.
Question 9: "create customer value" is what I personally have a particularly good trick, that is, the economy and see the results, twice a day, the operation is simple, morning and evening, the fresh milk bath in the face of 15-30 minutes, do not believe that I am using this method from the sunburn after a quick reprieve.
Question 10: What is the guiding significance of customer value theory for marketers In the many definitions of customer value, most scholars agree with the definition of Woodruff's definition of customer value, and on the basis of its definition of a lot of related research. Woodruff, through the empirical study of how customers perceive the value of the customer value is the value of the customer on the use of a particular scenario that will help (hinder) the customer's ability to make a profit. Woodruff, through an empirical study of how customers perceive value, suggests that customer value is the preference and evaluation customers perceive of product attributes that help (or hinder) the realization of their goals and objectives in a particular usage situation, the effectiveness of these attributes, and the results of their usage. The definition emphasizes that customer value is derived from customer perceptions, preferences, and evaluations through learning, and links products, usage scenarios, and related outcomes experienced by goal-oriented customers.
At the same time, many scholars have categorized customer value from different perspectives: Sheth et al. classified customer value into five categories: functional value, social value, emotional value, cognitive value (epistemic) and conditional value; Burns combined with the process of customer evaluation, and categorized the customer value into product value, use value, possessive value, and total value. Woodruff and Flint categorize it into actual value and expected value. Through the above analysis, it is easy to see that, although scholars have a lot of understanding of customer value, but from the perspective of the exchange of value, and agree that the core of the perceived value is the perceived benefits and perceived trade-offs between the loss.
From the concept of customer value, it is not difficult to summarize several basic features of customer value:
(1) Customer value is a kind of customer's perception of the product or service, is linked to the product and service, which is based on the customer's personal subjective judgment;
(2) The core of the customer's perceived value is the customer's perceived benefit and the perceived price paid to obtain and enjoy the product or service. (2) The core of customer perceived value is the trade-off between the perceived benefits received by the customer and the perceived costs paid for obtaining and enjoying the product or service (trade - off), i.e., the trade-off between gains and losses;
(3) Customer value is hierarchical from the attributes of the product, the attributes of the utility to the desired results, and then to the customer's desired goals.