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Customer Relationship Management: Chapter Twenty-One
Customer Relationship Management: Chapter Twenty-One
• Conceptual component
• Operational component
• Analytical component
• Collaborative component
Continued…
…Continued
Designing and Operating a CRM
Programme
• Conceptual component
Setting out the objectives and choosing the technology (Exhibit 21.1)
Automation of business processes
• Operational component
Processing all customer requests coming in through multiple channels
• Analytical component
Analytics becomes the dominant part of CRM
McKinsey’s survey on customer analytics
• Collaborative component
Collaboration with customers across the value chain, adjusting company’s
business processes for customer participation, is the essence here
From relationship marketing to collaborative marketing and to co-creation
of value
CRM Helps Market Selection, Customer
Selection and Order Selection
Market selection
CRM enables the search to go deeper into market segments to choose and access specific
customers within the segment and serve them.
Customer selection
The firm has to consider two vital aspects in customer selection:
1. Are they the ones it should prefer to have? Are they the profitable ones?
2. Does the company have the resources to serve those customers?
Customer profitability analysis
Identifying Customers who will staunchly support the product
The net promoter score (Exhibit 21.2)
Order selection
With a given customer, the firm may be greatly interested in servicing certain orders and
may not be enthusiastic at all about servicing certain other orders. Profitability and
ease in servicing are important criteria.
Avoiding Common Pitfalls