Home About Jim Barnes Keynotes Seminars & Workshops Consulting Books Publications Strategic Partners Client List Endorsements Contact Us	Keynote Summary Meaningful Customer Relationships: How you can mean more to them than the competition. Who Should Attend? Senior executives, marketing VP's, senior strategists, sales managers, sales staff, relationship managers, customer contact executives. What You'll Learn While many progressive companies have moved in recent years toward a focus on the building of customer relationships, many have taken a decidedly functional or mechanistic approach. Their view is that they can decide when and how to implement relationships. In fact, it is the customer who must decide whether or not a relationship exists. This keynote discusses genuine customer relationships very much from the customer's perspective. Based on more than 30 years of customer conversation and research, I will interpret CRM as seen by the customer. By exploring what relationships really mean, we will gain a better appreciation for how they can be formed and how they should be managed. We will share with you our tremendous insight into the nature of customer relationships and how your firm can come to mean much more to your customers than simply being a supplier of products. My work with clients and their customers over more than 30 years has led me to five reluctant conclusions: most companies don't know their customers managers and customers are often on different planets there is entirely too much focus on customer satisfaction most companies pay too much attention to "customers" most brands mean very little to customers This keynote examines in a very practical way the notion of "meaning" in customer relationships and how some companies and brands have been very successful in coming to mean something special to their customers. How is such meaning created and how do we know when we have it? We'll also show how meaningful relationships are much more profitable! What We'll Talk About: Why you really do have to get to know your customers better Why conventional databases and customer research won't get you there Why CRM is only part of the answer Why many managers just don't get it Why great products and prices are not enough The pitfalls of conventional performance measures The true nature of customer loyalty How businesses regularly drives customers away Why no one pays attention to the "almost customer" Why some companies and brands have come to mean something special How to add meaning to your customer relationships Why you and your customers are thinking inside the box Return to Keynotes
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