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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UNION-MANAGEMENT RELATIONSHIP-BUILDING The test of a “Good” Relationship is whether we believe it provides us: a) what we want-- solid substantive outcomes‚ b) peace of mind‚ and c) an ability to deal with differences. If these basic needs are being met for one or both parties‚ any effort to improve the relationship will likely be unnecessary or unproductive. The key to a relationship-building effort is a sincere acknowledgement by both parties that their relationship is difficult or unproductive
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Customer relationship management or CRM is not just the application of technology‚ but is a strategy to learn more about customers’ needs and behaviours in order to develop stronger relationships with them. It enables businesses to: Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitably Decrease customer management costs It is usually more profitable in the long run for a company to keep existing
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CUSTOMER KNOWLEDGE MANAGEMENT ( Hard Wiring) • • • • • WHAT IS LISTENING TO CUSTOMER? STEPS TO HARD WIRING COMMON MISTAKES IN HARD WIRING. ACTION POINTS FOR HARD WIRING. CUSTOMER INTERACTION MODEL Achieving customer satisfaction would be impossible without a well defined process for focusing the entire organisation on the customer…. Robert Schrandt‚ Toyota 2011 CUSTOMER RELATIONSHIP MANAGEMENT-MOHAN.B.RAO For Restricted Circulation only 1 WHAT SOME DO? • Handful of
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R – by Steve North‚ Principal Procurement Consultant‚ Xoomworks Supplier Relationship Management How to make it work. The pressure for companies to create economic value and deliver greater returns has resulted in a significant focus on the performance of procurement across the organisation. As a result‚ more and more companies are looking to create value through the concept of supplier relationship management‚ but many are struggling to get the publicised benefits. This paper explains
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CRM1 - 18.09.2012 What is Customer Relationship Management? “CRM is the core business strategy that integrates internal processes and functions‚ and external networks‚ to create and deliver value to targeted customers at a profit. It is grounded on high quality customer related data and enabled by information technology.” Type of CRM Strategic ! Dominant characteristic Strategic CRM is a core customer-centric business strategy that aims at winning and keeping profitable customers.
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Lecture Five: Internal Relationship Management 1 MNG00441 HOSPITALITY SERVICES MANAGEMENT Where are we at? 2 Last lecture: o Quality of service: definitions and importance o Service quality vs. customer satisfaction o Managing‚ measuring and improving SQ o Assessable activities so far 2.1 to 2.4. Today: 2.5 Study week next week HSM Lecture 5: Internal Relationship Management Today’s session HSM Lecture 5: Internal Relationship Management Readings 3 4
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Based on what you read in the poem‚ describe the relationship between the speaker and the “you” in the poem. How important was the relationship to the speaker? Support your response by referencing directly to the poem. In her poem “Since You” the poet Dionne Brand‚ has expressed a very profound romantic relationship between her speaker and the “you” in the poem. She has also revealed that the relationship was the most important thing in her speaker’s life. Dionne Brand makes these views to be
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Making sense of customer relationship management Software applications that automate the marketing‚ selling and service functions of the businesses. Levels of CRM: ◦ Strategic CRM ◦ Operational CRM ◦ Analytical CRM Winning and keeping profitable customers Focused on the development of a customer – centric company Three other major business orientations: ◦ Product – centric ◦ Production centric ◦ Sales – centric Focused on: ◦ marketing automation
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issues. The goal of this paper is to demonstrate techniques that mitigate the impact of failures‚ provide highly available services‚ and create an optimal overall user experience. Page Break Introduction General Overview Customer Relationship Management (CRM) refers to a system of business practices implemented across an enterprise to organize the acquisition‚ aggregation‚ and analysis of customer. In other words it is referred to as a system for managing an enterprise’s interactions with
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