Sunday, 13 September 2015

chapter 11- building a customer-centric organization_customer relationship management



CUSTOMER RELATIONSHIP MANAGEMENT [CRM]  
managing all aspect of a customer's relationship to an organization to increase customer loyalty and retention and an organization's profitability


BENEFITS OF CRM

using the RFM formula _ frequency,recency and monetary value,

  • how recently a customer purchased items
  • how frequent a customer purchases items
  • the monetary value of each customer purchase 

EVOLUTION OF CRM



OPERATIONAL AND ANALYTICAL CRM






















No comments:

Post a Comment