Serlal

numb
er
1ouch olnL Llfe Cycle
SLage
CperaLlonal
purpose
8ole ln
CusLomer
Lxperlence
Cwnershlp lmporL
ance
1 Company
adverLlslng ln
rlnL 8adlo
LlecLronlc
CuLdoor SMS
lnLerneL eLc
ALLracLlon
Awareness
ldenLlfy
aLLracL new
cusLomers
lnfluenclng
percepLlon
MarkeLlng
ueparLmenL
6
2 8rochures ALLracLlon
Awareness
ldenLlfy
aLLracL new
cusLomers
lnfluenclng
percepLlon
MarkeLlng
Sales
ueparLmenL
6
3 ubllc
8elaLlons
acLlvlLy ln
prlnL
elecLronlc
onllne
ConslderaLlon ldenLlfy new
cusLomers
creaLe a
sense of
credlblllLy ln
Lhelr mlnds
lnfluenclng
percepLlon
CorporaLe
CommunlcaLlon
s ueparLmenL
8
4 WebslLe ALLracLlon
ConslderaLlon
AcceleraLe
converslon
lnfluenclng
percepLlon
MarkeLlng
ueparLmenL
8
3 8eferrals ConslderaLlon AcceleraLe
converslon
lnfluenclng
percepLlon
All ueparLmenLs 9
6 lmage of
promoLers
Lop
managemenL
ALLracLlon
ConslderaLlon
AcceleraLe
converslon
lnfluenclng
percepLlon
CorporaLe
CommunlcaLlon
ueparLmenL
8
7 Salesperson
appearance
knowledge
(Sales plLch)
ConslderaLlon AcceleraLe
converslon
8ulldlng
preference
lnduclng
producL
Lrlals
Sales
ueparLmenL
8
8 AccounL
openlng
8uyer SupporL
execuLlng a
LransacLlon
8ulldlng
preference
Sales
ueparLmenL
7
9 8rokerage
Charged
user SupporL
execuLlng a
LransacLlon
8ulld
LoyalLy
Sales
ueparLmenL
8
10 AddlLlonal
value Added
servlces
(onllne
broklng
moblle
broklng)
user SupporL
execuLlng a
LransacLlon
8ulld
LoyalLy
Sales
MarkeLlng
ueparLmenL
6
11 1elephonlc
lnsLrucLlons
for broklng
user SupporL
execuLlng a
LransacLlon
8ulld
LoyalLy
CperaLlons
ueparLmenL
8
12 MonLhly
sLaLemenLs
user SupporL
execuLlng a
LransacLlon
8ulld
loyalLy
llnance
ueparLmenL
6
13 8esponse Lo user 8esolve a 8ulld CperaLlons 10




complalnLs problem loyalLy ueparLmenL
14 uealershlp
sLrengLh
locaLlon of
dealers
8epeaL
CusLomer
SupporL
execuLlng a
LransacLlon
8ulld
loyalLy
CperaLlons
ueparLmenL
6
13 vlsual
appearances
of dealershlp
ouLleL
8epeaL
cusLomer
SupporL
execuLlng a
LransacLlon
8ulld
loyalLy
CperaLlons
markeLlng
ueparLmenL
6
16 Speed of
servlce aL
ouLleL
8epeaL
CusLomer
SupporL
execuLlng a
LransacLlon
8ulld
loyalLy
CperaLlons
ueparLmenL
7
17 AddlLlonal
servlces aL
ouLleL
(PosplLallLy
valeL parklng)
8epeaL
CusLomer
SupporL
execuLlng a
LransacLlon
8ulld
loyalLy
CperaLlons
ueparLmenL
4
18 lree glfLs /
souvenlrs on
fesLlvals
blrLhdays eLc
AdvocaLor ldenLlfylng
new
prospecLs
8ulld
loyalLy
MarkeLlng
ueparLmenL
3