EIGHT BUILDING BLOCKS

OF CRM
 1) VISION
 LEADERSHIP
 MARKET POSITION
 VALUE POSITION
 2) STRATEGY
 OBJECTIVES
 SEGMENTS
 EFFECTIVE INTERACTION
 3) VALUED CUSTOMER
 EXPERIENCE
 UNDERSTAND REQUIRMENTS
 MONOTOR EXPECTATION
 SATISFACTION VS. COMPETITION
 4) ORGANISATIONAL
COLLABORATION
 CUSTOMER UNDERSTANDING
 INCENTIVES
 COMPENSATION
 EMPLOYEE COMMUNICATION
 CHANNEL PARTNER DEVELOPMENT
 5) CRM PROCESS
 CUSTOMER LIFE CYCLE
 KNOWLEDGE MANAGEMENT
 6) CRM INFORMATION
 DATA ANALYSIS
 ONE VIEW ACROSS CHANNEL
 7) CRM TECHNOLOGY
 APPLICATIONS SOFTWARE
 INFRASTRUCTURE
 8) CRM METRICS
 RETENTION
 LOYALTY
 COST TO SERVE