Managing Customer Relationships

What are the keys to building and sustaining profitable customer relationships? How do we ensure that marketing plans and value propositions foster and strengthen key customer relationships? What customer and marketing metrics should firms use in order to ensure that investments in customer relationships lead to desired payoffs? These are key questions facing companies in a challenging marketplace characterized by hyper-competition and demanding customers. Profitable customer relationships are built on a firm understanding of customer, market and organizational factors that drive customer value. Equally important are clear analyses of customer, segment and program profitability to ensure that investments in relationship building result in growth and profitability. This program focuses on developing strategies and tools to guide management of profitable customer relationships in product and service markets. A combination of case work, small group exercises and presentations is used.

Fee: Yes

Contact Information:
James Van Doren
Executive Education
james.vandoren@case.edu
Phone: 216-368-6413
Fax: 216-368-0200

Website Resources:
Managing Customer Relationships
Monday, March 6, 2006 from 9 a.m. to 4:30 p.m.
Sponsored by: Weatherhead Executive Education

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