Based on Peppers and Rogers
(2004, pp. 89-212) IDIC system, the following Diagram on Customized Proposition explains better the process:
Treacy and Wiersema (2000, pp. 84-93) note that “customers have an expanded concept of value that includes convenience
of purchase, after-sale service, dependability, and so on” and that “companies
that excel in customer intimacy combine detailed customer knowledge with
operational flexibility, so they can respond quickly to almost any need, from
customizing a product to fulfilling special requests”.
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