The Hidden Value of Your

Customers

Sunil Raithatha

1 May 2015.

Thanks

• Thanks for giving me this opportunity

Story of a King.

Sitting on Golden Thorne

Gold Mine

• Your are sitting on Gold Mine.

• Customer Base is our Hidden Asset.

Direct Money

Deposits Advances

He buys your services and you get Money

There is More to Itthen first Direct Money

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5

More Direct Money

1

• May be Your Customer wants to come again & again.

• Can We convert him/her to a Happy & Loyal Customer.

• May be he wants value added , premium service?

Our Goal: Happy & Loyal Premium Customers

He / She is your Public Relation Team

• Your Customer is your media?• He can tell good things to his

network. ( If Happy ).• He may have big Network (

Identify ).• He is your spokesman where

you are not present.• He can counter false

information.• He can tell Bad Things if not

Happy.

Our Goal: Happy Customers

2

He / She is member of your Sales Team

• He can influence decisions of new customers at right moment. You may not.

• He understands customers need better than you.

• He has same needs

• He speaks same language.

Our Goal: Happy Customers

3

He / She is member of Business Intelligence Team

• He is full of information Products, Needs, Behavior, Places & Social Network. More than you.

• He can Guide your future Product & Offerings.

• He knows more about competitive products.

Our Goal: Learn from Customers

4

He / She is member of Your Innovation Team.

• He may be adapting your offering in Innovative way.

• Can lead to Custom Solutions & Offerings.

Our Goal: Learn from Customers

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5Buys Again & Again

Premium Product.

Gives a Good Image

Of You.

Help Acquire New Customers

Bring Valuable

Information.

Help Create

New Product

Offerings.

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How

Create Relevant

Product.

Create Great

Experience

Know Your Customer.

Have Conversation

with Him / Her.

Engage Them

Make More Money From Each Customer

Key to Success Lies in Your Attitude