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Customer Realtionship Management (CRM Strategies (Customer Retention,…
Customer Realtionship Management
Types of CRM
Analytical CRM
Operational CRM
Collaborative CRM
CRM Implications
Not A Technical Solution
Not a real off the shell Solution
Implemented as a single system
Evolution Information Requirements
Materials Requirement Planing
Manufacturing Requirement Planing
Enterprise resource planining
Supply Chain Managemnet
Customer Relationship Management
CRM is an approach that identifies
the customer expectations and
establish and maintain relationship
with customers.
what?
• CRM is “the development and maintenance of mutually beneficial long term
relationships with strategically significant customers”
CRM is the overall process of building and maintaining profitable customer
relationships by delivering superior customer value and satisfaction.
3 Main Focuses
To Create Customer Loyalty
To portray Positive Corperate image
To Attract Potential Customers
CRM Strategies
Customer Retention
Customer Loyalty
Customer Acquisition
Customer Development
Customer Profitability
Use e-business strategies
Aspects Of CRM
INDIVIDUAL CUSTOMER LEVEL VIEW
A RELATIONSHIP INSTEAD OF A
TRANSACTION VIEW
MOVE FROM PRODUCT TO CUSTOMER
AS UNIT OF ANALYSIS