5.4. Customer relationship | remanufacturing

Customer relationship describes how you can interact with your customer in different moments, since core collection, usage phase of the product and its end of life.

Before starting to fill out your template, read all the information available below, concerning the inputs, tools and outputs, which are also described in the tables.

In the end of this step, you should be able to answer the following questions (extracted from Business Model Generation website):

What type of relationship does each of our Customer Segments expect us to establish and maintain with them?
Which ones have we established?
How are they integrated with the rest of our business model?
How costly are they?

List of attributes and their options

STEP 4: CHECK/DEFINE YOUR CUSTOMER RELATIONSHIP

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Did you check the barriers?

Go to the Step 5: Define your network

Back to the dimensions' overview

Inputs, tool and outputs

Tools:

Customer Relationship Management (CRM) software: CRM is a tool concerned with creating improved value through the development of relationships with each customer segments, providing opportunities to use data and information to both understand them. In the context of remanufacturing, the CRM offers potential for a better follow up of the customers and the products they bought, in order to ensure better results for the collection of end-of-life products after the usage phase.
Social Media: as the influence of social media grows further, this represents an opportunity for the company to tailor its communication according to its customer latest information.