MODULE I
Communication & Customer advisory Page 3

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Do you have the impression that the sentence "the customer is king" is still correct today ?

39 Yes
52 No
9 None

What does you disturb most ?

Unfriendly personnel

72 Yes
19 No
9 None

Overdrawn prices

70 Yes
20 No
9 None

Lacking readiness to help

51 Yes
31 No
8 None

Sloppy job execution

57 Yes
35 No
8 None

Obscure and unclear bills

56 Yes
36 No
8 None

Long waiting periods

56 Yes
35 No
8 None

These survey results imply clear objectives for the changes that have to be realised in regard to customer relationships in the service sector and especially in the handicraft business where carrying out services in the order of customers is daily business.

A survey about customer orders in the handicraft business shows a further aspect that speaks for the expansion of customer relationships and of customer care:

Thus, small and medium sized enterprises achieve 65% of their sales with regular customers.

The costs for the acquisition of new customers are five times as high as the costs for preserving old customers.

 

 

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