The need of customer relationship management (CRM) to succeed in the world of business

Type :

Term papers

Pages :

26 pages

Format :

.doc

Published date :

10/14/2009

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Summary :

 
 

Table of Contents The need of customer relationship management (CRM) to succeed in the world of business Table of Contents

 
  1. Introduction
  2. The advent of relationship marketing
    1. Relationship marketing
    2. The customer value chain
  3. The concept of relationship marketing includes
  4. From relationship marketing to customer relationship management
  5. Goal of improving productivity in 4 ways
  6. Objectives of CRM
  7. Learning relationship and process
    1. Courtship
    2. Relationship
    3. Marriage
  8. The customer relationship learning cycle
    1. Developing the blue print
    2. Implementing the processes, people and technology
    3. Measuring and monitoring the goal
  9. Perspectives of customer relationship management
  10. Data mining
    1. Data mining process cycle
    2. Data input
    3. Data warehouse
    4. Data analysis
  11. Customer satisfaction and loyalty
  12. One to one marketing
    1. Reasons for adoption of one to one marketing
    2. Benefits of one-to-one marketing
  13. Mass customization
    1. Benefits of mass customization
  14. Database marketing
  15. Marketing database system
  16. Stages in database management and usage
  17. Call centers
  18. Customer interactive marketing
  19. Examples of applications of E-CRM
  20. Implementation of CRM program
  21. Challenges and concepts in CRM
  22. The six E's of E-CRM

Abstract

A woman once purchased a car, and several days before the scheduled delivery date, she got a call all from the sales manager at the dealership. Fearing the expected bad news about the potential delay in the delivery date, she answered the call with trepidation. To her surprise manager asked her few questions about where she usually drove, what kind of music she listen to, and so forth. She answered them not really knowing what this was all about until the day she picked up her car. To her delight the dealership had supplied her with maps of the regions she had referred to her in her conversation, and her radio was preset to stations, which corresponded to the music she had indicated as her preference. needless to say, this woman was this manager's customer for life.

The above is an example of relationship Marketing by the dealer. Since the customer base of this dealer was not very huge, he was able to establish such a personal rapport with the lady.

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About the author :

pencil image Sanjay K.  
Level :General public Study : Computer science School/University : BITS

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