Manage customer relationships
Tools that help you manage customer relationships.
12 tools
- Customer Relationship Management (CRM) — Records every interaction in one place for the whole relationship
- Customer Lifetime Value — Values each customer over the whole relationship, not one sale
- Net Promoter Score (NPS) — Tracks relationship loyalty as a single score over time
- Customer Experience Mapping — Finds where friction actually damages the relationship
- Voice of the Customer Strategy — Turns what customers say into structured input for decisions
- RFM Segmentation — Groups customers by recency, frequency, spend to manage each differently
- Buy-Sell Hierarchy — Places each relationship on a ladder from commodity to partner
- RATER Model — Judges the service quality that underpins the relationship
- Kano Model — Shows which features actually earn customer satisfaction
- Harvard Business School Services Model — Traces how staff treatment drives customer loyalty
- Using Focus Groups — Surfaces how customers really feel before you act
- Online Reputation Management Tools — Catches relationship problems in reviews and social while small