Models of CRM

A CRM model is a framework for how your company will manage customer
relationships—from acquisition to retention.

Key benefits of the CRM model include:

•Build quality customer relationships as well as increase their loyalty to the
business.
•Understand both what customers want and their needs. From there, businesses
can bring customers the most unique experience.
•Build a competitive advantage for your business ahead of other competitors.
•Stabilize sales for businesses.
The IDIC model

Developed by Don Peppers and Martha Rogers

Companies to take four actions in order to build closer one-to-one relationships with customers

• Identify who your customers are and build a deep understanding of them.

• Differentiate your customers to identify which customers have most value now and which offer
most for the future.

• Interact with customers to ensure that you understand customer expectations and their
relationships with other suppliers or brands.

• Customize the offer and communications to ensure that the expectations of customers are met.
CRM Value Chain - Francis Buttle’s model
Payne and Frow’s 5-process model
Adrian Payne and Pennie Frow
Quality Competitive Index Mode
The Gartner competency model
SCHEMA Model