CRM (customer relationship management)
Definition
Managing a company’s interaction with current and potential future customers to improve
What it is about
Focusing on customer retention
Improve customer satisfaction
Provide added value to the customers
Aim at sales growth
Profitable customer relationships
Both parties are satisfied
The company
Maintain
Develop
Creates relationships
CRM
Customer relationship management system
Implementation and follow up
Objectives and strategies per segments
Customer data
Information sources of data
Customer databases
Internet (social media and pages)
Official authorities
Surveys, feedbacks
Gathering customer data
to understand him
Customer database
Shopping cart analysis
Observation and ethnographic research
Owned media
Inquiries and interviews
Generic research data
Predictions
Statistical data
Improving supply, service and customer experience
Marketing communications