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Customer Interaction Management
- 1. “Make Everything You Do Count” Customer Interaction Management for Business Development & Retention By Brian Dziwulski Copyright 07/14/05 Brian W. Dziwulski
- 2. Who am I? • Experience – Director Of Sales Worldwide, Medical (Oncology) Supply – Past President of Sales & Marketing Executives of Buffalo & Milwaukee – Director of Professional Services, IT Consulting firm – Partner/Co-Founder of Sales/Marketing Cons. firm • Today I have a thirty year plus progressive career in developing and delivering effective business solutions and building strategic, growth-oriented leadership teams. Copyright 07/14/05 Brian W. Dziwulski
- 3. Sales Funnels Sale Copyright 07/14/05 Brian W. Dziwulski
- 4. Initial Sale “Just the Beginning” Copyright 07/14/05 Brian W. Dziwulski
- 5. What we’re after! • Goals • Customer retention • Cross selling and lead generation • Increased sales • Increased profitability In other words ‘Customer loyalty’ Copyright 07/14/05 Brian W. Dziwulski
- 6. Initial Sale “Just the Beginning” Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
- 7. Sales Expenses - or - Customer Acquisition Costs Initial Sale “Just the Beginning” (Revenues) (Sales Lifetime Expenses) Value of Can be as a Customer little as 8 – 10% of Acquisition Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty” Costs
- 8. Customer Interaction Management - Business Development & Retention Product Development Copyright 07/14/05 Brian W. Dziwulski
- 9. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Segment Copyright 07/14/05 Brian W. Dziwulski
- 10. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Copyright 07/14/05 Brian W. Dziwulski
- 11. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Copyright 07/14/05 Brian W. Dziwulski
- 12. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Process Copyright 07/14/05 Brian W. Dziwulski
- 13. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial “Just the Beginning” Sale Copyright 07/14/05 Brian W. Dziwulski
- 14. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
- 15. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
- 16. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
- 17. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
- 18. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Marketing Visits Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
- 19. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Marketing Visits Cross Selling Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
- 20. Cross Selling Products Existing New Existing 1 2 Customers New 3 4 Copyright 07/14/05 Brian W. Dziwulski The higher the number, the harder the sale.
- 21. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Marketing Visits Cross Selling Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
- 22. Customer Interaction Management - Business Development & Retention Product Development Highly Value Proposition Targeted by Prospect Identification Segment Marketing / DM Sales Proces s Initial Sale “Just the Beginning” Support Follow-Up Surveys Marketing Visits Cross Selling Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty”
- 23. Customer Interaction Management - Business Development & Retention Hourglass Product Development Sales Highly Value Proposition Expenses Targeted by Prospect Identification - or - Segment Marketing / DM Customer Sales Acquisition Proces Costs s Initial Sale “Just the Beginning” (Revenues) Support (Sales Lifetime Expenses) Follow-Up Value of Surveys Can be as a Customer little as Marketing Visits 8 – 10% Cross Selling of Acquisition Copyright 07/14/05 Brian W. Dziwulski “Customer Loyalty” Costs