Assalamualaikum People,
Previously we've mentioned about SCM, but now we are ahead further to CRM which we have revised before
DO YOU REMEMBER ???
Even I can't remember which chapter was it. Anyway, moving on to the current chapter, CRM is basically an abbreviation for Customer Relationship Management.
YES, its Customer Relationship Management, so it means here that it have something to between :
Previously we've mentioned about SCM, but now we are ahead further to CRM which we have revised before
DO YOU REMEMBER ???
Even I can't remember which chapter was it. Anyway, moving on to the current chapter, CRM is basically an abbreviation for Customer Relationship Management.
YES, its Customer Relationship Management, so it means here that it have something to between :
CUSTOMERS & ORGANZATIONS
CRM ENABLES...
- Provide better customer service
- Make call centers more efficient
- Cross sell products more effectively
- Help sales staff close deal faster
- Simplify marketing and sales processes
- Discover new customers
- Increase customer revenues
AN ORGANIZATION MAY FIND THEIR MOST VALUEBLE CUSTOMERS THROUGH....
R.F.M method
Recency - How recently a customer purchased items
Frequency - How frequently a customer purchased items
Moentary Value - How much a customer spends on each purchase
THE EVOLUTION...
1.) Reporting Technology
Help organizations identify their customers across other applications
2.) Analysis Technologies
Help organization segment their customers into categories such as best and worst customers
3.) Predicting Technologies
Help organizations make predictions regarding customer behavior such as which customers are at risk of leaving.
ANALYTICAL CRM TO ENCHANCE DECISIONS...
- Operational CRM
Supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers
- Analytical CRM
Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.
CRM SUCCESS FACTORS...
- Clearly communicate the CRM strategy
- Define information needs and flows
- Build an integrated view of the customer
- Implement in iterations
- Scalability for organizational growth
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