The quality of the relationship a business has with its customers determines its long term success.
Businesses face two fundamental choices about their customer relationships.
- whether to move from a day to day tactical approach to a longer term strategic focus
- whether to simply maintain the relationship or invest in its growth
This holds for all customer types - internal, business and end.
smi has developed tools that are applied to systematically audit, plan & unlock the latent power ot customer relationships to grow your business.
Strategic Relationship Planning
SRP is a process designed to assist business assess & make decisions about customer relationships. It addresses many of their fundamental tensions and offers a practical solution to shift the paradigm from:
Adversarial to Co-Operative
- Powerful competing interests need to converge.
- Must develop an understanding at all levels of the organisation that a joint approach delivers greater value to both the end customer & each individual trading party.
- Need to map stages of development and resource requirements.
- Monitoring and feedback loops should be ongoing and deliver outcomes that facilitate continuous improvement.
One practical first step may be a formalised joint planning process.
smi has significant experience in the design and development of SRP programs that deliver value. A blend of practical strategic and tactical insight ensures a highly targeted result.
When you stop thinking like a retailer and start thinking like a customer increased sales & profit flow.
Beyond category management is consumer solution marketing. This steps away from managing a category of products to developing a solution that meets customer needs in terms of convenience, choice & value for money.
Consumer solution marketing breaks down the barriers between product portfolios and enhances the in-store environment to improve end customer satisfaction.
Investing in relationships to get closer to your customers is vital to taking a leadership role and building competitve advantage. Developing strategic relationships is the bedrock to developing true consumer solutions.
 Structuring the company to effectively deliver |