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CRM - Coggle Diagram

- - - - 4P (PRODUCT / PRICE / PROMOTION / PLACE)
      - Extra 3 for experts (PEOPLE / PHYSICAL EVIDENCE / PROCESS)
- - - - OLTP (Online Transaction Processing)
    - - OLAP (Online Analytical Processing)
- - - - Product-Oriented
      - Production-Oriented
      - Sales-Oriented
      - Customer or Market-oriented
    - - MA : Marketing Automation
      - SFA : Sales-Force Automation
      - Service Automation
- - - - Financial
      - customer
      - Process
      - Learning & growth
      - people (learning and growth) do things (process) for customers (customer) that have effects on business performances (financial).
- - - - Customers
      - Non-Customers
    - - B2B
      - B2C
    - - Customer referral schemes
      - Advertising
  - - - Product silos
      - Channel silos
      - Functional silos
      - CRR : Customer Retention Rate
        
        CRR : ((# of customers at the end of a period) – (# of new customers acquired over that time)) / ((# of customers at the beginning of the period) x 100)
      - Sales-Adjusted retention rate
      - Profit-Adjusted retention rate
      - Economics of customer retention
      - Positive custom retention strategies
        
        Customer delight
        
        Add customer-perceived value
        
        Bonding
        
        Build Customer Engagement
        
        4 forms
        
        Cognitive
        
        Emotional
        
        Begavioral
        
        Social
        
        3 methods
        
        Interactivity : Gamification
        
        Relational attachment
        
        Value-based attachment
      - KPI's
    - - Cross-selling
      - Up-selling
      - Strategies for sacking customers
        
        Raise prices
        
        Unbundle the offers
        
        Reorganize sales
        
        Introduce ABC class service
        
        Customer-sacking behaviors
        
        Hardliners
        
        Appeasers
        
        Undecided