Customer Relationships and Intimacy
Having successfully acquired a customer, the CCO needs to ensure that the company develops a progressively stronger and more intimate relationship with customers according to their value and priority. There are three key areas in this section. The first includes those indicators that provide advance warning of potential customer relationship issues. The second is service recovery, or the set of activities that are designed to help quickly address damaged customer relationships. The third focuses more on developing close-knit and often emotional relationships with key customers. This is achieved in this section with activities designed to give customers an opportunity to exercise influence over your organization and feel they can increase the value they derive from the relationship.