Customer Relationship Management Prof. Melvin V. Moraga Learning Objectives • Know what CRM is and its history. • Understand the importance of CRM. • Be aware of the potential benefits and costs of CRM. • Discuss the three phases of CRM. • Understand the four tasks to creating and developing CRM. • List the advantages and disadvantages of CRM. History of CRM B&S RM CIMS CRM e-CRM Time line Late 80’s Early 90’s Mid 90’s 2002 - Future B&S – Buying & Selling RM – Relationship Marketing
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Table of Contents Introduction Introduction of customer relationship management 2 Importance of customer relationship management 2 Customer needs Definition 3 Types of customer needs 3 Process of identifying the customer needs…………………………………………………………………………................3 Customer expectations and satisfaction………………………………………………………. Customer expectations……………………………………………………………………………………………………………………………….4 Customer satisfaction……………………………………………………………………………………………………………………………4
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1.1 Key principles of relationship theories - Stage theories in general describe how we go through distinct stages as we develop. Thus‚ rather than gradually changing‚ we typically make sudden shifts to different plateaus of perception and behaviour. Relationships go through a series of stages as they mature. Levinger’s model has ABCDE stages. A = Acquaintance/attraction. We meet other people and feel an initial attraction‚ often based on physical beauty and similarity. B = Build-up. We become
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Unit 67: Support Individuals in their Relationships Unit code: HSC 3019 Unit reference number: R/601/8578 QCF level: 3 Credit value: 4 Guided learning hours: 27 Candidate name: David Hugh Morgan Candidate number: 1. Understand factors affecting the capacity of individuals to develop and/or maintain relationships 1.1 Analyse reasons why individuals may find it difficult to establish or maintain relationships There are several factors that come into play here. There may
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formation of romantic relationships (8+16 marks) The similarity theory by Byrne et al 1986 explains the formation of relationships. The essence of this view is that similarity promotes liking. Firstly‚ you will sort potential partners for dissimilarity‚ avoiding people who you perceive as a different personality type and attitudes to yourself. Then you chose someone who is most similar to yourself from the remaining. Couples with similar attitudes tend to have longer relationships and the theory states
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Abstract Relationships between adult siblings are unique in that they are potentially the longest human associations we will experience. Yet research in this arena is lacking; social psychologists have conducted few studies on these long-term bonds. This student finds the complexities of sibling relationships fascinating and attempts to gain greater understanding of them through her study. She designed and administered a survey to enhance awareness about how these relationships evolve and what
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CRM refers to Customer Relationship Management. It is a strategy that a business or a company to adopt so as to reduce cost and increase profitability by increasing customers’ loyalty and satisfaction‚ i.e. the knowledge about their customers’ needs and wants… etc. By knowing their customers‚ companies can store customers information so as to for future analysis and manage the customers relationship. In CRM‚ it will mainly go through 4 processes‚ i.e. identify the customers‚ differentiate them by
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necessarily lead to success‚ HSE is more advantageous in interpersonal relationships. LSEs were chronically dissatisfied with their romantic relationships (Cavallo‚ Fitzsimons & Holmes‚ 2009). This can be explained by the tendency for LSEs to engage in potentially destructive behaviors like hostility‚ avoidance or aggression. (Bellavia & Murray‚ 2003; Crocker & Park‚ 2004) LSE’s lower satisfaction in their romantic relationships compared to HSEs can be explained by several reasons. Firstly
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Human Relationships in American film “The Royal Tenenbaums” and Czech film “Loves of a Blonde”. The films always can teach us and can be a good example of people’s life‚ in addition to their art importance. So‚ for instance‚ we can see the models of human relationships and behavior. At the course “Human relationships in American and Czech films” we have underlined the common differences between American and Czech cultures. That is why I want to compare the main characters of American film “The
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Shane & Jess In the beginning of Shane and Jess’s relationship‚ Shane perceives Jess as an outsider to the normal group of people he socializes with. Jess ignores the signs and tries to create friendship between Shane and her by creating an atmosphere full of happiness and gives Shane a gift while he is in hospital. Shane starts to see Jess as a very thoughtful person when he opened his gift and revealed an electronic chess board. Shane remarks that he does not know how to play
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