Customer Relationship Management Ed Peelen Pdf 23 Access

One Tuesday, Mevrouw de Vries didn’t come. Day two: still missing. On day three, Bakery B’s system flagged a . The baker called her. No answer. He sent a short message: “Missing you. Your sister’s almond cookies are ready when you are.”

(run by an old student of Peelen’s framework) kept a simple CRM log: purchase frequency, favorite items, last visit date, and even a note— “Mevrouw de Vries: always buys two almond cookies, one for her sister in the care home.” Customer Relationship Management Ed Peelen Pdf 23

That afternoon, the baker delivered her cookies personally—free. He also brought a small vase of tulips. One Tuesday, Mevrouw de Vries didn’t come

Mevrouw de Vries not only returned but told her entire bridge club. Bakery B gained 12 new customers in one month. Bakery A lost three more regulars to them. The baker called her

tracked nothing. They knew “regulars” by face, but nothing else. When someone didn’t show up for a week, they assumed the customer was busy.

She replied: “I fell. I’m home, but can’t walk far.”