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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...