Types of customers

Mags MtRz
Mind Map by Mags MtRz, updated more than 1 year ago
Mags MtRz
Created by Mags MtRz almost 5 years ago
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Description

Customer Mind Map on Types of customers, created by Mags MtRz on 09/06/2016.

Resource summary

Types of customers
  1. Definition
    1. Internal
      1. Any member of the organisation who relies on assistance from another to fulfill the job duties in order to serve the end customer
      2. External
        1. Company, person or entity who buys a product, service or idea rom a seller or supplier to satisfy needs and wants through the benefits they offer
      3. Characteristics
        1. Internal
          1. Gives some outputs in return for inputs, i.e., receives a payment/salary and gives valuable service in return to the company.
            1. Helps the business
              1. It is an integral part of the value chain.
                1. Demands and deliver quality
                  1. Specific time to deliver
                    1. Replaceable
                    2. External
                      1. Has an intrest in the performance of the company
                        1. Pay for a product or service
                          1. Demand quality
                            1. Have choices
                              1. Irreplaceable
                                1. Can change requirements
                                  1. Receives product
                                2. Needs
                                  1. Internal
                                    1. Opportunities for growth
                                      1. Maintain a healthy work culture
                                        1. Show respect
                                          1. Motivation
                                            1. Recognition
                                              1. Training
                                                1. Proactive
                                                2. External
                                                  1. To receive good quality services/products
                                                    1. Friendliness
                                                      1. Understanding and empathy
                                                        1. Fairness
                                                          1. Control
                                                            1. Options
                                                              1. Information
                                                            2. Satisfaction
                                                              1. Internal
                                                                1. The organisation needs to meet all their needs in order to have the internal customers satisfied.
                                                                  1. Having a good work environment
                                                                    1. Wages
                                                                      1. Benefits
                                                                        1. A good leadership
                                                                        2. External
                                                                          1. Service
                                                                            1. Price
                                                                              1. Features
                                                                                1. Relationships
                                                                                2. Measure
                                                                                  1. External
                                                                                    1. Lost customer rate
                                                                                      1. %Repeat sales
                                                                                        1. Customer complaints
                                                                                          1. Survey index
                                                                                          2. Internal
                                                                                            1. Turnover rate
                                                                                              1. Absenteeism
                                                                                                1. Grievance frequency
                                                                                                  1. Survey index
                                                                                              2. Motivation
                                                                                                1. Internal
                                                                                                  1. Provide regular perks and benefits
                                                                                                    1. The organisation listens to the staff
                                                                                                      1. The organisation keeps informed the internal customers
                                                                                                        1. The organisation rewards and recognises the great work
                                                                                                        2. External
                                                                                                          1. Added value
                                                                                                            1. Benefits
                                                                                                              1. Price
                                                                                                                1. Quality
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