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“The new interactive technologies ar
e not enough to cement a relationship, becausecompanies need to change their behavior toward a customer and not just their
communication.” Explain what this statement means. Do you agree or disagree?
Customer relationship management(CRM)
Making managerial decisionswith the end goal of increasing the valueof the customer base through betterrelationshipswith customers, usually onan individual basis.The
this: If you’re my customer and I get you
to talk to me, and I remember what youtell me, then I get smarter and smarterabout you. I know something about you
my competitors don’t know. So I can do
things for you my competitors can’t do, because they don’t know you as well as I
do. Before long, you can get somethingfro
m me you can’t get anywhere else, for
any price. At the very least, you’d have to
start all over somewhere else, but startingover is more costly than staying with me,so long as you like me and trust me tolook out for your best interests.
y can succeed without customers. If you don’t have customers, you don’t have a business. You
have a hobby
Don Peppers and Martha RogersIf you don't deliver service your
value, someone else will. Access to information isthe foundation of customer satisfaction and retention. Here's how one organization determined that theefficiencies of a document-to-data information management system could pay for itself in the first year.In today's highly competitive managed care arena, providing better-than-average customer service isonly good enough for staying abreast of the pack.Becoming the front-runner requires extraordinary measures, particularly in the understanding andmanagement of information, the cornerstone of any customer transaction.Satisfying customers -- or, better yet, delighting them -- is all about responding by building businesscapabilities which allow quick, effective access to information.