Customer value management with Don Peppers |
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| 26 Aug 2008 | SearchCRM.com |
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Every organization approaches customer value management in a different way. Business size, industry and company type are just a few of the factors that impact the way an organization creates value for its customers. In the August installment of our podcast series, Don Peppers answers four questions from readers on building and maintaining customer value and customer loyalty. Learn how to create customer value in a down economy, get tips for managing customer value in a business-to-business (B2B) organization and find out if up-selling during "welcome" calls is a good idea.
Visit the Creating Customer Value podcast archive.
| Customer value management with Don Peppers | |
Recognized for over a decade as a world-renowned expert, entrepreneur and thought leader on customer-focused relationship management strategies for business, Don Peppers is an acclaimed author, influential speaker and a founding partner of the customer-centered management consulting firm, Peppers & Rogers Group.
Highlights:
Fast forward to questions that interest you most.
00:35 How does the weak economy and the rising prices of gas and other consumer goods change the way companies create value for their customers?
03:05 There is a lot of talk about customer value in B2C organizations, but what about B2B companies? How are B2B organizations managing and building customer value?
11:15 Is it possible to create a loyalty program that will reward customers based on their future value instead of their current value?
14:30 Our call center makes "welcome" calls to new customers on a daily basis. Is it a bad idea to cross-sell during the welcome call? Do we run the risk of alienating our new customers and therefore destroying our chance of building long-term customer value?
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