Customer Relationship

Management
- It is defined as a process of creating and building up loyalty from valued
customers.
Loyalty
- Despite the existence of competitors, loyal customers can be gained by
providing them with reward cards, patronager card, discount card etc.
Repeat buying is influenced by the ff.:
1. Creating bond to Consumer
2. Offering lower price and trusted merchandise
3. Offering price discounts
4. Providing Customers Assistance
5. Providing possitive experience to customers
CRM PROCESS
Step 1. Gather customer data
Step 2. Analyze Customer Data and Identify Target Market
Step 3. Develop CRM Process
Step 4. Implement CRM Process
Analyze Customer Data and Identify Target Market
- It is the process of analyzing the customer data and converts this data into
information.
- Identifying target market is the process of determining the group of customers
having similar needs or wants (market segmentation, demographic, geographic,
psychographic etc.
DEVELOP CRM PROGRAMS
1. Customer Retention
2. Converting the customers into good to best customers
3. Getting rid of unprofitable customers.
IMPLEMENTING CRM PROGRAMS
1. Close coordination of activities among the functions of
management
2. Communication to customers
 10 WAYS TO TURN OFF CUSTOMERS
1. Dirty Bathrooms
2. Messy dressing rooms
3. Loud Musics
4. Hand Written Signs
5. Stained floor or ceiling tiles
6. Poor Lighting
7. Offensive odors
8. Crowded Aisles
9. Disorganized Checkout Counters
10. Lack of shopping carts/ baskets
 CONSUMER RIGHTS
1. Right to basic needs- which guarantees survival, adequate food,
clothing, shelter, health care, education and sanitation.
2. Right to safety- the consumer should be protected against the
marketing of goods or provision of services that are hazardous
to health and life.
3. Right to Information- the consumer should be protected against
the dishonest or misleading advertising or labeling.
4. Right to Choose- the consumer has the right to choose from
among various product s at competitive prices with an assurance
of satisfactory quality.
5. Right to Representation- the right to express consumer
interests in the making and execution of the government
policies.
6. Right to Redress- the right to be compensated for
misrepresentation , shoddy goods or unsatisfactory services.
7. Right to consumer Education- which is the right to acquire
knowledge and skills necessary to an informed customers.
8. Right to a Healthy Environment- the right to live and work in
an environment which is neither threatening nor dangerous
and which permits a life of dignity and well-being.
THANK YOU!