Developing Right Relation with Customer

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Developing Right Relation with Customer

It is essential for organizations to identify customers who bring about business profitability and those they need to services to retain popularity even with low returns. As a result, many service companies have devised a way of ensuring they understand different customers by clustering into several groups. One of such service organizations is Telstra. The company offers internet services to individuals and corporates via BigPond as the primary internet service provider (ISP) (About Telstra. (n.d.). In its operation, the company identifies customers in different groups.

The first group entails strangers, who are defined Volkov (2018, p.124) as customers with potential for profitability, but they cannot have high customer loyalty. Telstra incorporation has a vast group of customers under strangers' group, mainly new customers that it acquires in its perpetual marketing process. These customers can enable Telstra to gain profit, but it's hard to assess loyalty since they are new.

The other group is butterflies, which...