![]() Automated service: automated processes that ensure the customer is helped.Self-service: ensuring that customers can help themselves.This is the most in-depth customer relationship you can have and usually involves a longer period of time. Own personal assistant: one or more people in your company are assigned to a specific customer.Personal assistant: the customer can have contact with a person, this can be through call centers, email or perhaps on location.There are several types of relationships you can have with the customer: The motivation for having a relationship with a (potential) customer can be as follows: This section describes the type of relationship you have with the customer, these can range from personal to automated. Customer RelationshipsĪn organization must establish and maintain relationships with each customer segment. Tip: use the Pirate Funnel Canvas to map out the customer journey figures. ![]() Here, of course, you can also differentiate between direct (owned) and indirect (partner) channels. So each channel offers one or more touchpoints, you could map these in the way below: IKEA Customer Journey Touchpoints Thus, there are 3 types of channels involved: The channels describe the way a company communicates with the customers and how it actually delivers the value proposition. Value propositions are delivered using communication, distribution and sales channels. MUST-READ □ → Conversion Rate Optimization (CRO): Ultimate Guide 3.
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