Improving Communication and Relationship with Customers using Models to Measure their Value

Abstract

If we could know what is in the mind of consumers, we would know what to offer them with a minimum consumption of resources and maximum profitability; but because we do not know these aspects, related to the clients’ desires, their needs, which are changing continuously, then organizations can implement certain models that can help organizations to measure value, the value required to invest in this relationship and to know which are the most valuable and loyal consumers. This is necessary to provide them with information, in order to offer discounts, deals and new products and services, in order to attract new clients and retain existing ones. Thus, in our article we intend to analyze the clients’ typology, to analyze the process of communication and relationship with them in order to determine their value. At the same time, we aim to present the importance of certain models used by specialists in order to attract, retain and develop these relationships with current and prospective clients.