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Table Of Contents

Growing Importance of the Service Sector
Adoption of total Quality Management (TQM) Programmes
SCHOOLS OF THOUGHT ON CRM
DEFINING CRM
BENEFITS OF CRM
Customers are Profitable over a period of time
Customer probability is Skewed
Marketing Benefits of CRM
Service Benefits of CRM
ENABLES FOR THE GROWTH OF CRM
Emergence of Service Economy
Emergence of Market Economy
Global Orientation of Businesses
Aging Population in Economically Developed Countries
CRM SUCCESS FACTORS
CRM in Marketing
A CRM system should-
Uses of CRM
Business Objectives of CRM
Essence of a CRM solution
2. One-to-one Relationship Marketing
Mass Customisation
Personal touch
Cementing bonds
Banking on relationships
How to use your customer database For Customers
For Business-To-Business
Conclusion:
One-to-One Marketing - The Technologies
One-to-One Marketing - More than Technology
Benefits of One-to-One Marketing
3. Cross and Up Selling
C. Retention marketing is all about: Action – Reaction – Feedback – Repeat
5. Customer Profitability & Value Modeling,
6. Channel Optimization
Cross-Channel Optimization
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Customer Relationship Manmagement Unit i

Customer Relationship Manmagement Unit i

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Published by Nagaraj Boopathi

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Published by: Nagaraj Boopathi on Oct 04, 2010
Copyright:Attribution Non-commercial

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11/02/2011

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