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Customer Relationship Management (Strategies (Customer Retention, Customer…
Customer Relationship Management
Important Aspects
Individual Customer Level View
Share of Wallet / Share of Customer
i. Customer potential
ii. Power balance
A Relationship Instead Of Transaction View
Creating Customer Loyalty
rewarding those who send new customers,
sending thank you cards,
sending personal letters,
reminding by phone,
choosing the field in which they are the best,
preparing events and occasions peculiar to customer,
evaluating the customer complaints in detail and giving quick replies.
Move From Product To Customer As Unit Of Analysis
From Product Lifecycle to Customer Lifecycle
From Product Portfolio to Customer Portfolio
From Marketing Mix to Customer Management
Product centric
Customer centric
Benefits Of CRM System
Integrated customer information
Enables 24/7/365 operations
Inside knowledge about customers
Provides service quickly and efficiently
Central database of customer contacts
Types of CRM
Analytical CRM
Collaborative CRM
Operational CRM
Evolution of Information Requirements
Enterprise Resource Planning
(ERP)
Supply Chain Management
(SCM)
Manufacturing Resource Planning
(MRP II)
Customer Relationship Management (CRM)
Materials Requirements Planning
(MRP)
Strategies
Customer Retention
Customer Loyalty
Customer Acquisition
Customer Development
Customer Profitability
Use e-business strategies
Vendors
Netsuite
Salesnexus
Sales force
Oncontact
CRM Software Implementation Strategies
Cloud Based CRMs (for relatively smaller organizations)
On Premise CRMs (for larger organizations with sensitive data)