CUSTOMER RELATIONSHIP MANAGEMENT

Defination-CUSTOMER RELATIONSHIP MANAGEMENT(CRM)

carefully managing all customers touch points

GROUNWORK FOR CRM

 ONE-TO- ONE MARKETING/FOUR-STEP FRAMEWORK.

 Identify  Differentiate  Interact>>>>>>  Customize

CRM

ATTRACTING (SUSPECTS &PROSPECTS) BUILDING LOYALTY RETAINING

STRONG BRANDS REDUCING CUSTOMER DEFECTION

GROWING CUSTOMERS

1.ATTRACTING-Advertisements,media,web,trade

fares e.t.c 2.RETENTION- To erect high switching

barriers. -High customer satisfaction 3. GROWING CUSTOMERS.

CHARATERISTICS OF A MARKET -On the bases of long-term buying dynamics.

 Permanent capture markets.

 Simple retention markets.  Customer migration markets.

BUILDING LOYALTY
LEVELS OF INVESTMENT

BASIC MARKETING

PARTSHIP MARKETING PROACTIVE MARKETING

REACTIVE MARKETING ACCOUNTABLE MARKETING

REDUCING CUSTOMER DEFECTION

DEFINE AND MEASURE ITS RETENTION RATE. CAUSE OF CUSTOMER ATTRITION. COST TO REDUCE DEFECTION. ATTENTION TO CUSTOMERS.

FORMING STRONG CUSTOMER BONDS.

ADDING FINANCIAL BENEFITS. ADDING SOCIAL BENEFITS. ADDING STUCTURAL TIES.

IMPORTANCE OF CRM. IMPORTANCE OF ATTRACTING,RETENTION & GROWING CUSTOMER IMPORTANCE OF BUILDING LOYALTY. IMPORTANCE OF REDUCING CUSTOMER DEFECTION. IMPORTANCE OF FPRMING STRONG BRANDS.