Entrepreneurial Customer Relationship

Service quality

1. Reliability; providing service as promised, dependability in handling customer's service
problem

2. Assurance; employers who instill confidence in customers, making customers feel safe in.
their transaction, employees who are consistently courteous, employees who have the

knowledge to answer customer questions.

3. Responsiveness; keeping customer informed on when service will be performed, prompt

service to customers, willingness to help customers, readiness to repond to customers'

request.

4. Emphathy; giving customer individual attention, employees who deal with customers in a

caring fashion,

5. Tangibles; modern equipment, visual appealing facilities, employees who have a neat.

Customer Decision Making Unit

1. Inisiator penginisiasi

2. Influencer pendukung

3. Decider pengambil keputusan

4. Buyer pembeli

5. User pemakai


Assessing Customer Satisfaction

Satisfaction GAP- mengandung unsur kekecewaan/kepuasan


Customer relation management

Roadmap to success

Customer aquisition - customer satisfaction - customer loyalty - customer retention


Cutomer benefit (yang didapat customer) = customer value (nilai yang dijanjikan kepada
customer) - customer cost (harga yang harus dibayar customer)


Customer database
Companies can use their database in 5 ways;
1. To identify prespects
2. To decide which customers should receive a particular offer
3. To deepen customer loyalty and retention
4. To reactive customer purchases
5. To avoid serious customer mistakes.