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Customer Relation Management (CRM) (History of CRM (Late 1980s - Contact…
Customer Relation Management (CRM)
History of CRM
Late 1980s - Contact management software
Early 1990s - Sales force automation
Early 1980s - Database marketing
1995 - The acronym 'CRM' is invented
1950s - The Rolodex
Late 1990s - Mobile & SAAS
In the beginning - The ledger
2000 - Innovations
Vast usage of CRM
Important aspects of CRM
Move from product to customer as unit of analysis
From marketing mix to customer management
From product life cycle to customer life cycle
From product portfolio to customer portfolio
A relationship instead of a transaction view
Individual customer level view
CRM strategies
Customer acquisition
Customer retention
Customer profitability
levels of customer profitability
Individual customer analysis
Strategic level analysis
Customer loyalty
Customer development
Use e-business strategies
Evolution of information requirements
Enterprise resource planning (ERP)
Supply chain management (SCM)
Manufacturing resource planning (MRPII)
Customer Relationship management (CRM)
Material requirements planning (MRP)
CRM software implementation strategies
Cloud based CRM
On premise CRM
Types of CRM
Analytical CRM
Collaborative CRM
Operational CRM
Main focuses of CRM
To create customer loyalty
To portray a positive corporate image
To attract potential customers