MKT 504 Chapter Notes - Chapter 9: Extranet, Relate, Asteroid Family
15 May 2015
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Relationship enhancers: focusing on long term, adding value, calling regularly, keeping comms lines open, taking responsibility for problems. Responsibility detractors: focuses on short term, over promising, under delivering, sporadic calling, not taking responsibility. Routine follow up to assess how are we doing can let customer know that the salesperson cares and is willing to make sure that they are satisfied. Relationship enhancement activities: provide useful info to their customers, expediting orders and monitoring a successful installation, training customer personnel, correcting billing errors, remembering the customer after the sale, resolving complaints ina timely manner. Continue to develop and enhance relationship after the sale by providing useful info. Several post sale follow up methods: personal call interactive face-to-face but expensive and time consuming. Training personnel: ensure customer has access to appropriate training, serve as a training facilitator, ensure satisfaction with training. Billing orders can turn into customer complaints if not found in a timely fashion and corrected.
