This is my old presentation with some key slides on relationship handling and business relationships. What was new here? There are a few things, f.e. concept of syncretic quality created by prof. Casimir Rogozinski, my concept of of (free) business partnership and what are conditions to start it up. Then, I looked at concept of "loyalty" as 2 sides of one coin - as keeping customers (customer bonding) and not loosing them (buiding barriers and swichning costs). I didn't find any reliable solutions to get informed in advance that my customer is about to leave (to foresee relationship termination). So I developed my own radar, based on business friendship concept. This radar works only as warning, and imediate action lets one to prevent customer leaving (if one wants that). Let me know, if you are interested in this topic. I can put some more slides on this on slideshare. Cheers/ Martin

1. Profitable Long-term
Business Relationship
– How to Turn Dreams Into Reality
An Explanatory Study
on Services
@ Marcin Chlodnicki 2004

2. Constellation of Value

3. Defining the Quality...

4. Determinants
of Partnership
bilateral trust & reliability
equilibrium of forces
bilateral respect
possibility of negotiations &
concisions
ability to forgive little mistakes
expressions of satisfaction

5. Symptoms of Relationship
Termination
indications of lack of trust
(controlling the process, stages etc.)
lack of balance (domination
of ”payer” or ”expert”)
take no cognizance of arguments
of the other part – forcing ones views
lack of concessions without
possibility of negotiate
every mistake is been exposed
negative judgment of the relationship

6. m.chlodnicki@ue.poznan.pl
@ Marcin Chlodnicki 2004