Crm Qci Model
Customer Relationship Management | | | | | |
Contents page
Introduction 1
What is Customer Relationship Management? 1
QCi Model 2
Elements of QCi Model 2
Executive Summary 8
Reference 9
Appendix 10
Introduction
Even though the interaction between a company and its customers exists long time the expression of Customer Relationship Management (CRM) has only been used since the early 1990s. IT companies have leaned to use the term CRM, to portray the software applications that automate the marketing, selling and service functionality of an organization.
What is CRM (Customer Relationship Management)? A Frequently cited definition of CRM is “Customer Relationship Management is the establishment, development, maintenance and optimisation of long term mutually valuable relationships between consumers and organizations” (CRM UK Ltd (2002)) From the business strategy prospective, CRM is the strategic process of the interaction between an organization and its customers, to maximize customer retention and maximize customer satisfaction and customer values. CRM is driven by drivers of following three contextual factors i.e. Quality, IT and Database Marketing.
A hybrid CRM model
There are many tools used to measure and benchmark the CRM. CMAT (Customer Management Assessment Tool) is the leading CRM assessment approach for the organizations which need to understand how they manage the existing customers & prospective customers and to compare the performance to a global benchmark.
QCi Model The Customer Management Scorecard is a groundbreaking report into current practices for managing customers, conducted by leading management consultancy firm “QCi” Ltd. using its CMAT. This model called as QCi Model. It’s the largest evidence based study into how well organizations are really managing customers.
Elements of QCi Model
Contents page
Introduction 1
What is Customer Relationship Management? 1
QCi Model 2
Elements of QCi Model 2
Executive Summary 8
Reference 9
Appendix 10
Introduction
Even though the interaction between a company and its customers exists long time the expression of Customer Relationship Management (CRM) has only been used since the early 1990s. IT companies have leaned to use the term CRM, to portray the software applications that automate the marketing, selling and service functionality of an organization.
What is CRM (Customer Relationship Management)? A Frequently cited definition of CRM is “Customer Relationship Management is the establishment, development, maintenance and optimisation of long term mutually valuable relationships between consumers and organizations” (CRM UK Ltd (2002)) From the business strategy prospective, CRM is the strategic process of the interaction between an organization and its customers, to maximize customer retention and maximize customer satisfaction and customer values. CRM is driven by drivers of following three contextual factors i.e. Quality, IT and Database Marketing.
A hybrid CRM model
There are many tools used to measure and benchmark the CRM. CMAT (Customer Management Assessment Tool) is the leading CRM assessment approach for the organizations which need to understand how they manage the existing customers & prospective customers and to compare the performance to a global benchmark.
QCi Model The Customer Management Scorecard is a groundbreaking report into current practices for managing customers, conducted by leading management consultancy firm “QCi” Ltd. using its CMAT. This model called as QCi Model. It’s the largest evidence based study into how well organizations are really managing customers.
Elements of QCi Model
References: Jobber & Lancaster, (2003), “Selling and sales management” Woodcock, N