.

CRM Value Chain Model:

 Inspired by Michael Porter's work, this model focuses on creating customer value through
various stages.

 Customer Identification and Acquisition: Understand target audiences, develop value

propositions, and attract leads.

 Relationship Building and Value Creation: Provide exceptional service, personalized offers,
and build loyalty.

 Internal Management: Streamline processes, ensure data accuracy, and measure

performance.

3. Payne and Frow's Five-Step Process Model:

 Strategy Development: Define CRM goals, identify target markets, and establish policies.

 Value Creation: Design processes that deliver value to customers and enhance retention.

 Multichannel Integration: Optimize communication across various channels for seamless

customer experiences.

 Information Management: Integrate customer data across departments and ensure its
accuracy.

 Performance Assessment: Track key metrics, analyze results, and adapt strategies for
continuous improvement.

The CRM QCI model, also known as the Quality Competitive Index model, is a customer
management framework that focuses on acquiring, retaining, and maximizing value from
customers.

Here are the key elements of the QCI model:

Three Main Activities:

1. Acquisition: Attracting new customers through effective marketing and sales strategies.

2. Retention: Keeping existing customers satisfied and preventing churn.

3. Penetration: Increasing customer spending and driving higher value from each customer.

Supporting Elements:

 Analysis and Planning: Filling data gaps and understanding customer needs to develop
relevant value propositions.

 Proposition: Defining what you offer to customers based on their needs and your
competitive advantage.

 Information and Technology: Integrating technology efficiently to manage and analyze

customer data.
 People and Organization: Having skilled personnel and a structured organization to support
customer management activities. Ex: Staff behaviour at any retail store or showroom

 Process Management: Streamlining internal processes for efficient customer interaction and
service delivery. Ex: service quality

 Customer Management Activities: Implementing specific actions to acquire, retain, and

penetrate customer segments.

 Customer Experience: Designing and delivering positive experiences across all touchpoints.