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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condition which would cast him out of a chance to travel in space. He assumes the identity of Jerome (who has been genetically configured) in order to fulfill his dream. Therefore‚ because of the relationship between DNA and the plot‚ GATTACA is an appropriate name for the movie. The title The Chrysalids is an appropriate
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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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A Dissertation On Customer Relationship Management And Importance Of Relationship Marketing In The Banking Sector This project report is being submitted as a part of the requirements of the MBA Program of Bangalore University. The project has been undertaken By: SHRIYA MEHROTRA Reg. No. 04VWCM 6117 With the guidance and support of Prof. Raja Sekhar Faculty: MBA [pic] ALLIANCE BUSINESS ACADEMY BANGALORE – 560 076 Batch: 2004-2006 Declaration I
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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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Business Administration Customer Relationship Management c55fb2db164da7c3d0dd3d66d2235cce.doc LECTURE OBJECTIVES Understand relationship marketing. Understand the differences between relationship marketing and transaction marketing. Understand customer relationship management Identify the essential concepts on customer relations – customer satisfaction and customer loyalty 1. Understand Relationship Marketing 1.1 What is ‘Relationship Marketing’? Marketing consists of actions
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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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Relationships something every one wants do you know why relationships fail maybe because the other party cheats‚lie‚or just annoy you.I’m going to tell you somethings i think that can best support strong relationship because some of us are new to relationships and some of us don’t know what to do at all in a relationship. I’m going to tell you how to treat the girl of your dreams how to be open and how to have honesty and integrity and to have respect for her and how to make your relationship last
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