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Chairman of the Board of Directors, E.piphany
Customer relationship management is all about keeping customers happy. But not all customers are created equal. In the Organizing Your Business Around the Customer program, Roger Siboni explains that the secret is in differentiating your best customers, giving them personalized service, and rewarding them for their loyalty.
Organizing Your Business Around the Customer Program Highlights:
- Building a business on profits rather than on volume.
- Mapping your effectiveness in delivering the best customer experience.
- Gaining market share through customer retention and personalization at the point of sale.
Not all customers are created equal. Ten percent of your customers often provide ninety percent of your profits. You break even—or lose money—on the rest. As Roger Siboni explains in the Organizing Your Business Around the Customer program, the best usage of customer relationship management (CRM) is to enhance the experience for profitable customers, and bring down costs by automating unprofitable ones.
The secret is in differentiating your best customers, giving them personalized service, and rewarding them for their loyalty. This requires an enterprise-wide commitment to sharing customer data, and the reinvention of how every department in the company interacts with customers.
- Organizing Your Business Around the Customer DVD (52 Minutes)
Prior to joining E.piphany, Roger Siboni was deputy chairman and COO of KPMG Peat Marwick, where he was centrally involved in driving that firm's rapid growth. During his twenty-year tenure at KPMG, Roger helped grow numerous technology start-ups into major public companies. Siboni is the chair of the Haas School of Business at the University of California, Berkeley.
Stanford Executive Briefings Filmed monthly at the Stanford University Faculty Club, these lively presentations give you access to high-level speakers who share their insights and “best practices” with the business community.
This training program is included in the Sales and Marketing Collection