1 Customer relationship management MB-104 By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology
2 University Syllabus UNIT-1 Customer Relationship Management- Introduction CRM- Fundamentals Evolution of relationship marketing, Stages of relationship Issues of relationship, Purpose of relationship marketing CRM & Marketing: Historical Perspectives Emergence of CRM practice, CRM cycle, Stakeholders in CRM Significance of CRM, Types of CRM Success Factors in CRM CRM Comprehension, CRM Implementation Student Group Presentation-1
3 Customer Relationship Management [CRM] Customer relationship management (CRM) is a model for managing a company s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
4 CRM CUSTOMER RELATIONSHIP MANAGEMENT A customer is the recipient of a goods, services, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration. Relationship has been subject matter of individual s personal feeling. To get the job done through others.
5 Relationship: Theoretical Perspective I- Social Penetration Theory Stages of Social Penetration ORIENTATION STAGE EXPLORATORY AFFETIVE STAGE AFFECTIVE STAGE DEPENETRATION STABLE STAGE
6 Relationship: Theoretical Perspective Contd.. II- Social Exchange Theory: Social Exchange Theory has cost, benefit, outcome, comparison level, satisfaction and dependence as important components. Few Calculations in Relationship: 1. Outcome = Benefits Cost 2. Satisfaction= Outcome Comparison Level 3. Dependence= Outcome Comparison Level Option
7 Relationship: Theoretical Perspective III- Equity Theory: Contd.. This theory states that individual who perceive themselves as either under-rewarded or overrewarded will experience distress and this distress leads to restore equity within the relationship. It focuses on determining whether the distribution of resources is fair for both relational partner.
8 Relationship: Theoretical Perspective Contd.. This theory postulate that one is attracted to other on the basis of four major factors: 1. Attractiveness 2. Proximity 3. Reinforcement 4. Similarity
9 Types of Relationship Depends on Situation Customer Relationship Management By: Mayank Pandey
10 Stages of Relationship Contact Increased frequency of Contact Involvement Walking away from relationship Depth of Relationship Intimacy Deterioration Repair Dissolution
11 Relationship marketing Relationship marketing was first defined as a form of marketing developed from direct response marketing campaigns which emphasizes customer retention and satisfaction, rather than a dominant focus on sales transactions. As a practice, relationship marketing differs from other forms of marketing in that it recognizes the long term value of customer relationships and extends communication beyond intrusive advertising and sales promotional messages
12 Contd. Relationship marketing refers to a short-term arrangement where both the buyer and seller have an interest in providing a more satisfying exchange. This approach tries to disambiguiously transcend the simple post purchaseexchange process with a customer to make more truthful and richer contact by providing a more holistic, personalized purchase, and uses the experience to create stronger ties.
13 Mass Markets Historically large-scale mass production and distribution methods adopted. Cost-efficiencies drove prices lower. However, products became standardized. Customers had to find the best option that fulfilled their needs. Customers grouped into mass markets and were communicated through mass media- TV, Print etc. Suited well for a supplier s economy
14 Today s Markets Foreign suppliers and competition from non traditional suppliers has increased competition. This increases supply, and so the need for better service. Technology has made the reach of companies global. Technology has enabled large scale customized production : called mass- customization.
15 Today s Markets Stagnation of growth in customer base. Too much competition for customer s free time. Customers are increasingly convenience shopping as opposed to price driven shopping. Consumers now prefer suppliers that provide good quality at a fair price. They find such a supplier and stay with them for a long time.
16 Customer Retention+ Share of Customer Basic premise: Retain customers over a long term and satisfy the largest portion of their needs with your products and services. The leaky bucket concept is out. Today s consumers want companies to Understand their needs and wants Adapt their products and services to these needs and wants The company takes partial responsibility for the customer s choice of product.
17 Developing Relationship Marketing Capabilities Initial steps include: Data collection Data access and marketing tools Product and service customization Customer service procedures Customer access channels Key measures: Customer satisfaction Share of Wallet Stability of relationship
18 Developing Relationship Marketing Capabilities If implemented properly customers are locked in due to satisfaction, ease of service, and value. This increases the cost on the customer s part when they have to switch suppliers. Customer service should be interactive, personalized. Communication is through multiple channels.
19 Developing Relationship Marketing Capabilities Use customer service opportunities to Verify if needs and preferences have been addressed Measure levels of satisfaction Find any other questions that need to be answered Additional customer information such as change in status Verify if presenting new products or options is appropriate
20 Customer Information Requires more information than traditional direct marketing. Optimal types of customer information will vary by industry, company market positioning, and marketing programs. Building a customer information base is an iterative long term process. Customer Relationship Management By: Mayank Pandey
21 Example: Cellular Phones Stage 1: Preliminary information collected during the first purchase to make recommendations Stage 2: Based on the calling patterns and bills make refined recommendations and offer better deals that the customer cannot refuse. Customer Relationship Management By: Mayank Pandey
22 Customization and Added Value Provide tangible benefits to customers through customization. Example: Dell Computers Trend evident in service industries such as Insurance Computer systems Telephone Financial Services Customer service is a better differentiating weapon than price or features.
23 Customization and Added Value Competitive advantage gained through Implementing a corporate culture focusing on the customer. Developing a products and services that can be customized. Training and empowering the customer service staff. Developing infrastructure to collect and maintain customer information
25 Building Customer Loyalty Key measurement for loyalty: Retention 5% increase in retention rate can increase lifetime value by 75% (F. Reichheld) The top 20% customers yield 80% of revenue So, treat the Gold better than others
26 Building Customer Loyalty Relationship effects of retaining non profitable customers - Reference accounts - Referral - Learning - Innovation
27 Building Customer Loyalty Five customer loyalty promotions - Develop catalog with premiums available with proof of purchase - Establish an insiders or special privilege club - Create a prestige society offering both practical benefits and self-image symbols -Establish an apparently personal relationship - Provide extra conveniences that have secondary purpose of increasing consumption
28 What is CRM: Evolution and Scope What is CRM Is it A strategy A process A software A philosophy A programmer A call centre support
29 Let us examine. Gartner: CRM as business strategy designed to optimize profitability, revenue and customer satisfaction.
30 Result. On the basis of discussions CRM implies following: CRM is a process. It needs continuous revision and updation. Customer value identification is must. It strives for customer delight. CRM process aims at profitable relation with the customers. It also aims to convert them to act as company s brand ambassador. Employee involvement and empowerment is must for its successful implementation. Adequate technological support is also essential for successful CRM.
31 Designing CRM Strategy A successful CRM strategy will address four key areas of the business: Strategy People Technology Processes
32 D 4 concept Step 1: Define the existing CRM process within the company Step 2: Determine the perception that how the company will manage their customer relationship both internally and externally Step 3: Design the ideal CRM solution relative to the company or industry Step 4: Deliver a strategy for implementation
33 What motivates companies to adapt Competition Consumer Expectations Technology Diminishing impact of advertising CRM Strategy? Customer Relationship Management By: Mayank Pandey
34 CRM Cycle The CRM cycle is as follows: Obtaining information from customer. Creating Superior Customer value. Building Loyal Customers. Acquisition of new customers. Working towards increased profitability.
35 CRM Cycle Diagrammatic Presentation Information from Customers. Increased Profitabilit y New Customer Acquisition Creating Superior Customer Value Building Loyal Customers
36 Stakehlders in CRM There are four major stakeholders who play important role in the entire process of CRM: Customer Employees Suppliers Partners Customer Relationship Management By: Mayank Pandey
37 Significance of CRM Perpetual stream of Revenue. Positive referral creation. Provides Premium. Helps customer retention. Lower cost of sale. Helps understanding consumer behaviour. Provides opportunity to cross-sell and up-sell. Reduces marketing time. Channel Cost rationalization. Enable Business Process Re-engineering.
38 Types of CRM Types of CRM are: Analytical CRM Collaborative CRM Operational CRM Geographic CRM Sales Intelligence CRM
39 Analytical CRM Analytical CRM comprises the analysis and systematic evaluation of customer data using business intelligence functions. The aim is to filter out the key facts from gathered information and gain customer knowledge. Analytical CRM allows customer satisfaction to be measured, for example, or trends among customers to move to other suppliers to be detected. Knowledge of customers' behaviour can also be used specifically for communication and addressing customers in operational CRM, such as in campaign management. Example: Customers' buying behaviour is analyzed in analytical CRM. This analysis reveals which customers have not bought anything for a considerable length of time. A mail shot campaign, guided by operational CRM, will address this target group directly and encourage it to purchase various products.
40 Collaborative CRM Collaborative Customer Relationship Management (Collaborative CRM or CCRM) is a CRM approach in which the customer interaction data of an organization is integrated and synchronously shared to enhance customer satisfaction and loyalty for maximized profitability and revenue. Collaborative CRM integrates customers, processes, strategies and insight, allowing organizations to more effectively and efficiently serve and retain customers.
41 Operational CRM Operational CRM is mainly focused on automation, improvement and enhancement of business processes which are based on customer-facing or customer supporting. The main importance of a CRM system lies on how the selling, marketing and service oriented processes are automated, and for which operational CRM systems are embedded with following major automation applications: Marketing Automation Sales Force Automation Service Automation
42 Geographic CRM Geographic CRM (GCRM) combines geographic information system and traditional CRM. Geographic data can be analyzed to provide a snapshot of potential customers in a region or to plan routes for customer visits.
43 Sales Intelligence CRM Sales Intelligence CRM is similar to Analytical CRM, but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding: Cross-selling/Up-selling/Switch-selling opportunities Customer drift Sales performance Customer trends Customer margins
44 CRM Success Factor Following are the main CRM success factor: Top management support. Vision Willingness to change the process. Willingness to share the data. Integration of back office process. Cultural/Customer Change. KM Capabilities.
45 IDENTIFYING CUSTOMER S COMFORT LEVEL CRM Comprehension A typical customer service process. LEVERAGE TECHNOLOGY TRAIN EMPLOYEE SUCCESS EMPHASIS ON SUSTAINED CRM PRACTICE SERVICE INNOVATION
46 Need of CRM Comprehension INPUT Company s Marketing Programme OFFERS TANGIBLES Service Delivery Employee Behaviour Grievance Handling C U S T O M E R Perceived Performance (PP) Customer s cognitive ability Customer Expectation (CE) Customer Satisfaction When PP>CE When PP<CE Customer Dissatisfaction Repeat Purchase Customer Retention Positive Referrals Cross-Selling and Up Selling Negative Publicity Loss in Sale Customer Dissonance Customer evaluation process
47 Components of CRM Programme Company s Marketing Programme Customer Expectation Perceived Performance Competitor s Offers Customer s Resultant Behaviour Customer Relationship Management By: Mayank Pandey
48 CRM Value Chain Customer Data Customer Information Customer Knowledge Customer Service Customer Satisfaction
49 CRM Implementation CRM Implementation.docx 1 Customer Segmentation Based on Customer Life time value 2 Customer Profiling 3 Offer Customization 4 Matching Service Cost and Revenue 5 Employee Participation in CRM Design 6 Motivating Employees for Effective Implementation 7 Making CRM an Enterprize wide Activity 8 Adequate technology Support for CRM Implementation 9 Consistency testing of CRM Programs 10 CRM Practice Evaluation Form
50 Difference between Transactional Marketing and Relationship Marketing Transactional Marketing One off exchange Brand Management Short Term Focus Mass Communication Isolated Market Research Market Share Profitability of Transaction Brand Equity Relationship Marketing Ongoing Exchange Customer Management Long Term Focus Personal Communication Ongoing Dialog Mind Share Lifetime Value of Customer Customer Equity
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet
e-crm OPPORTUNITIES AND CHALLENGES IN DIGITAL WORLD Dr. T. N. Murty 1, N D Chandra Sekhar 2 and S Vidya Sagar 3 1 Professor & Director, Nimra College of Business Management, Vijayawada, India Email: email@example.com
Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value
Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and
I n t e r n a t i o n a l J o u r n a l o f M a n a g e m e n t F o c u s 1 CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES G. RAJU Asst. Professor of Business Administration, St. Thomas
CUSTOMER ENGAGEMENT 2014 Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective WELCOME TO THE EMPOWERED AGE Welcome to the first in a series of three white papers on Customer
Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4
Relationship Marketing SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising What is relationship marketing? Marketing designed to create, maintain, and enhance strong relationships with customers
Get Better Business Results From the Four Stages of Your Customer Lifecycle Stage 1 Acquisition A white paper from Identify Unique Needs and Opportunities at Each Lifecycle Stage It s a given that having
IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer
e-crm: Latest Paradigm in the world of CRM Leny Michael (Research Scholar, Bharathiyar University, Coimbatore) Assistnat Professor Caarmel Engineering College Koonamkara Post, Perunad ranni-689711 Mobile
Chapter 2: Relationship Marketing and the Concept of Customer Value Overview Topics discussed: The Link between CRM and Database Marketing, and the Importance of Customer Value Satisfaction-Loyalty-Profit
Case Studies, E. Thompson, A. Bona Research Note 14 January 2004 Audi's Three Steps to a Winning CRM Strategy This case study shows how Audi takes reactive, proactive and selective approaches to customer
Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive
Customer Experience Programs in B2B Empowering retention strategies in the age of the customer This white paper addresses: Why measurement programs need to change Six proven steps for a successful measurement
Chapter 3: Strategic CRM Overview Topics discussed: CRM perspectives The components of strategic CRM Steps in developing a CRM strategy Case Study: CRM implementation at International Business Machines,
Lecture 8 E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty CRM Defined a combination of business process & technology that seeks to understand a company s customers from the perspective
CHAPTER 1 Overview of CRM E-Customer Relationship Management Objectives Defines CRM as a process and as a hub of learning for the organization Outlines costs and benefits of the CRM system for organizations
Pr(e)-CRM: Supercharging Your E- Business CRM Strategy Presented by: Michael MacKenzie Chairman, Chief Research Officer Mike.Mackenzie@ConvergZ.com Michael Doucette President Mike.Doucette@ConvergZ.com
US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution
Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization
White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.
SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT
The Marketing Director s Guide to Selecting CRM A Publication www.collierpickard.co.uk Ltd 2014 Forging the Future As Marketing Director the responsibility for deciding the future direction of your organisation
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
Most retailers have seen the need to create omnichannel customer experiences. Leveraging Existing Business Data to Build Effective and Lucrative Omnichannel Retail Experiences TECHBLOCKS WHITEPAPER Leveraging
Customer Relationship Management in Indian Life Insurance Sector Ashraf Imam Research Scholar, Department of Commerce- Aligarh Muslim University, Aligarh. Abstract Customer relationship management is an
CRM Solutions Banking Sector BY COMMUNICATION PROGRESS Agenda Changing Sales/Marketing Trends Distinct Markets Banks Strategic Goals Introduction to CRM CRM as a Business Strategy Design an effective segmentation
Customer Relationship Management - Managing Customer Retention CRM Seminar SS 04 Professor: Assistent: Handed in by: Dr. Andreas Meier Andreea Iona Eric Fehlmann Av. Général-Guisan 46 1700 Fribourg firstname.lastname@example.org
Status of Customer Relationship Management in India by Dr. G. Shainesh & Ramneesh Mohan Management Development Institute Gurgaon, India Introduction Relationship marketing is emerging as the core marketing
1 Customer Relationship Management Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software
IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful
PAST PRESENT FUTURE You can t tell where they re going if you don t know where they ve been. L everage the power of millions of customer transactions to maximize your share of customer travel spend. Vistrio
Welcome to ICMI s Customer Relationship Management Study Course We will begin the session shortly. Today s Agenda CRM objectives Supporting call center objectives CRM strategies The call center s value
Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship
5 Steps to Optimizing Customer Value in Insurance LEVERAGING PREDICTIVE ANALYTICS TO ENGAGE YOUR CUSTOMER Tom King Senior Director, Industry Principal Insurance PEGASYSTEMS Despite the lure of customer
Feb., 2012 Marketing management A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner Dr. Kirti Gulati (Ass Prof) Institute of
Making business simple... Introduction 2 Contents Every business needs a Marketing Plan. This guide has been created to assist you in putting your Marketing Plan together. This guide will help you to indicate
11 Chapter Eleven Database Direct Response Marketing Personal Selling 11-1 11 Selling Words 1400 Words - Copywriting service Business development specialist Generate prospects Collect information Qualify
IBM Software Solution Brief IBM InfoSphere: Solutions for retail Build a single view of customer information and a trusted source for product information with data integration and master data management
Introducing IBM Digital Analytics Lifecycle Perfecting the science of the customer journey Contents 1. Introduction 2. Why IBM Digital Analytics Lifecycle? 3. Understanding the customer lifecycle 4. Pinpointing
The Power of Personalizing the Customer Experience Creating a Relevant Customer Experience from Real-Time, Cross-Channel Interaction WHITE PAPER SAS White Paper Table of Contents The Marketplace Today....1
Framework for: CRM strategy Date: Company: Participants: Copyright 2013. Pyramid Communication AB The art of being different when everything else is the same CRM, or Customer Relationship Management is
ISSN-2249-7196 INTERNATIONAL JOURNAL OF MANAGEMENT RESEARCH AND REVIEW ABSTRACT Oct-2011/ Volume-1/Issue-3/Article No-14/121-128 CUSTOMER RELATIONSHIP MANAGEMENT Suresh Reddy Jakka* 1 1 Department of Business
NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.
IBM Software Master data management vision and value: Part 1 Develop an 1 2 3 4 5 Introduction Where does MDM fit into business strategy? Four value drivers From big picture to Resources Introduction Who
Marketing the benefits of your energy efficient business Gill Hutchinson, Federation of Small Businesses Marketing - what s it all about? Some Definitions Marketing (n) A loose assortment of fluffy activities
Life Insurance the way we see it Analytics: A Powerful Tool for the Life Insurance Industry Using analytics to acquire and retain customers Contents 1 Introduction 3 2 Analytics Support for Customer Acquisition
3-02-70 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT Ken Liang and Houston H. Carr INSIDE Customer Relationship Management; Information Technology and CRM;
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CII Institute of Logistics Session map Session1 Session 2 Introduction The new focus on customer loyalty CRM and Business Intelligence CRM Marketing initiatives Session
Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,
CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: Jasmer Singh A COMPETITIVE TOOL Abstract: It is said that CRM is not a product or service, it is an overall business strategy that enables
Five Ways Retailers Can Profit from Customer Intelligence Use predictive analytics to reach your best customers. An Apption Whitepaper Tel: 1-888-655-6875 Email: email@example.com www.apption.com/customer-intelligence
03-03-10 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING Duane E. Sharp INSIDE The CRM Solution; Customer Feedback; Defining the Customer;
More Revenue, Faster Right Time Revenue Optimization More Revenue, Faster Summary: The Short List Here s our suggested short list from this paper: What is right time revenue optimization? It s marketing
EMV Technology: Deploying Soon in the U.S. ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE 2010 Mercator Advisory Group, Inc. Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781) 419-1700 e-mail:
Malcolm McDonald and Leslie de Chernatony Butterworth Heinemann, September 2003, 496 pages ISBN 0750659807 Theme of the Book A thorough and practical analysis of the essential elements of branding, giving
Brand metrics: Gauging and linking brands with business performance Received (in revised form): rd February, 00 TIM MUNOZ is a managing partner of Prophet (www.prophet.com), a management consulting firm
Online MBA and Post Graduate programs in International Hospitality and Service Industries Management Specializations: General Management for Service Industries Asset and Revenue Management Marketing and
Loyalty Programs By Inez Blackburn (905) 712-2203 firstname.lastname@example.org A Bit about Loyalty Programs Loyalty programs are often used as a weapon to escalate the war in securing new customers and keeping the
Cyberica.NET Technologies E-Retailing Solutions Enabling Innovation as a growth driver for Enterprise of Tomorrow Overview Cyberica is one of the most experienced software companies specializing in enterprise
Capabilities overview Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities Overview It s a New World The retail banking industry is in the midst of a seismic
Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,
Segmentation for High Performance Marketers Right Time Revenue Optimization STEP-BY-STEP GUIDE A Journey not a Destination High performance marketers recognize that market segmentation strategy is a journey
Customer CUSTOMER VALUE CUSTOMER CUSTOMER ASSESSMENT SEGMENTATION MANAGEMENT Companies are continuing to adopt a more customer-centric approach to doing business, realizing that in this competitive marketplace,
Integrating CRM with ERP A by Benjamin Castro Copyright 2002, Baseline Consulting Group. All Rights Reserved. INTRODUCTION... 2 COMPANIES LOOKING FOR EFFICIENCY WILL TURN TO ERP VENDORS 3 COMPANIES LOOKING
Business Profitability Through Customer Loyality and Satisfaction in India with Special Reference to Dehradun (Uttarakhand) Vikas Agarwal* Ajay Chaurasia** Prateek Negi** Abstract This research paper s
Loyalty to service provision: creating loyalty through the customer experience WWW.SBS.OXFORD.EDU EDUCATING LEADERS FOR 800 YEARS Dr Richard Cuthbertson Research Director Oxford Institute of Retail Management
IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part
A guide to B2B Marketing Planning Whether you run your own business, you are a managing director or you are a senior marketer in a large corporation, planning is a fundamental part of a successful business.
Content is essential to commerce IBM ECM helps organizations improve the efficiency of buy, market, sell and service processes Highlights: Analyze customer and operational data and build business processes
Chapter 4 Creating Customer Value, Satisfaction, and Loyalty 4-1 Chapter Questions How can companies deliver customer value, satisfaction, and loyalty? What is the lifetime value of a customer, and why
Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success Table of Contents Abstract............................................ 3 CRM Drivers and Benefits............................. 4
White Paper Transforming Customer Relationships and Your Business through Integration: Why Trust Is the New Currency Executive Summary Your company needs to earn the trust of its customers; simply because
> White Paper Transforming to Customer-Centric Marketing Andy Cutler, Equifax Marketing Services April 2008 Legal Note: Equifax is pleased to provide this information for your convenience, however it is
How the Spa can Increase CustomerEngagement As the hospitality industry evolves in a dramatically changed landscape, the goals are ultimate customer engagement and relationships across all channels. This
Welcome to ICMI s Leadership and Business Management Study Course Strategy and Valuation We will begin the session shortly. Administrative Notes Participate! Taking notes 3.1 1 Today s Agenda Vision, mission
Customer Lifetime Value Pega Marketing for Financial Services 7.21 May 2016 Introduction This document describes how Pega Marketing for Financial Services delivers a solution to calculate Customer Lifetime
Case Study & POC & Demos Information Type: Case Study Name: Multichannel Campaign Management (MCCM) Description: The IBM Company seeks, as vendor, through the multichannel campaign management (MCCM) services,
Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2
Supply Chain development - a cornerstone for business success Agenda 1. Supply chain considerations 2. Benefits of a developed SCM strategy 3. Competitive advantage by using a LSP 4. CRM/SCM key to business
Connecting and Keeping Customers: Strategies and Software for Small Businesses Introduction Get closer to your goals by getting closer to your customers. You know that good customer relationships are critical