Crm Research Paper

Introduction 3
Customer Relationship Management through Online Applications 4
Official Website (www.bravosupermarket.ps) 4
Facebook Fans page 4
The Four Cornerstones of Customer Relationship Management 5
Customer Knowledge 5
Questions: 5
Relationship Strategy 5
Questions: 6
Communication: 6
Questions: 6
Value Proposition: 7
Questions 7
Value Disciplines 8
Culture 9
Organizational Forms 9
Control Measurements 10
Code of Ethics 10
The value of customer knowledge 11
From a technical point of view: 11
Practical value: from the point of view of the customer 11
Practical value: from the point of view of the supplier 11
Intrinsic Quality 12
The Role of CRM Systems in the Various Organizational Forms (People) 13
The capacity for empathy 13
The ability to create congruence 13
The ability to use an unconditional positive approach to the other person 13
The Waste Resulting from Poor Quality 14
Identification Errors 14
Profile Errors 14
'Thank You' Card Application Analysis 14
Communication Power 16
Consumer Markets 16
Relationship Planning and Customer Profitability 17

Introduction The Arab Palestinian Shopping Centers, Bravo Supermarkets, is a publicly traded subsidiary of The Arab Palestinian Investment Company (APIC). It was founded in 1999, and it aims at enhancing and improving the shopping experience of the Palestinian consumer. It offers a one stop shop for Palestinian customers across Ramallah and some of the West Bank's cities. The supermarket chains are determined to provide high quality products, services, a wide range of diverse products, and affordable prices in a highly comfortable and hygiene setting. It differentiates itself as being the largest supermarket in Palestine in addition to having several specialized departments in the same place, all offering the consumer a comfortable and a valued experience.
This report investigates the application of Customer Relationship Management at Bravo Supermarkets in all of its