Customer Relationship Management

1. APPROACH TO CUSTOMER
RELATIONSHIP MANAGEMENT
Mohammed Badrud Deen
Marketing Consultant, Versatile CFO Services

2. CUSTOMER RELATIONSHIP MANAGEMENT
 Customer Acquisition
 Customer Retention
 Customer Defection
 Customer Re-Acquisition

3. CUSTOMER ACQUISITION
 Identify the Market where the Prospective
customers/clients are available to cater/serve;
 Understand the level of competition;
 Create your unique proposition;
 Acquiring Methods/tools (Cold calling, Mailing,
Personal Meetings)
 Effective Proposal with Add-on value along with
KRA’s;
 Clear Project/Working Roadmap

4. CUSTOMER RETENTION
 Customer involvement;
 Effective Reporting Mechanism;
 Add-on Value;
 Empathizing with customers;
 Give them more than you have promised;
 Timely delivery

5. CUSTOMER DEFECTION
The reasons for Customer Defection would be the
following:
 Delay in Lead time;
 Lack of Project/Work Satisfaction;
 Failing to understand what customer wants;
 Pricing
 Quality of delivery
 Failing to fulfill KRA’s
 Failure Reporting System

6. CUSTOMER RE-ACQUISITION
 Re-establish the faith in the minds of the consumer;
 Revive the values;
 Improve the Quality Standards;
 Improvised Reporting Mechanism;
 Competitive Pricing

7. FOR SERVICE CONTACT
 WEBSITE: www.versatilecfo.co.in
 Email: info@versatilecfo.co.in
 Mob: +91 9791160627
 Skype: versatilecfo