Manage Customer Service

1042 Words5 Pages
Manage Customer Service - Review Questions 1. What is the difference between an internal customer and an external customer? Are internal customers just as important as external customers? Why or why not? Internal customers are the people we work with within the collective organisation they help us and we help them so as to get things done. External customers are clients exterior to the organisation and the basis of the business’ core engagement - they purchase or use the organisation’s products or services. Internal customers are just as important as external customers. One could have all the external customers in the market but without having the ability to deliver quality products or services, those external customers will look elsewhere. Conversely, an organisation (of internal customers) without external customers will cease to exist in any real sense. 2. Explain why increasing the lifetime value of a customer is an inexpensive way to secure the future of an enterprise and the four ways to do this. If an organisation already has a repeat customer and that customer’s lifetime customer value is estimated to be worth ‘X’, increasing the lifetime value of that customer can only be greater than ‘X’. Gaining a new customer can, however, be costly. Obviously, the cost of gaining a customer shouldn’t outweigh that customer’s lifetime value but keeping and increasing current customers’ lifetime value would be inexpensive in comparison. The four ways to make that increase in the customer’s lifetime value are: 1. Extend the range of goods and services they buy from you. 2. Retain their business longer. 3. Sell them more expensive items than they are currently buying. 4. Sell them more of what they are already buying from you. 3. How would you describe customer driven organisations? What opportunities to take care of their customers do
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