Customer Relationship Management Ed Peelen Pdf: 23

In a busy Amsterdam street, two bakeries stood side by side. Both sold fresh stroopwafels. Both had loyal morning customers.

(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

Customer retention is not about discounts. It’s about recognizing value before it walks away. High lifetime value comes from proactive relationship management—not reactive selling. If you tell me the exact text or diagram number from your PDF (e.g., "Figure 2.3 on customer profitability"), I can tailor the story even more precisely to Peelen’s original wording. In a busy Amsterdam street, two bakeries stood side by side

That afternoon, the baker delivered her cookies personally—free. He also brought a small vase of tulips. (run by an old student of Peelen’s framework)

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.