Customer Relationship Management

Topics: Customer relationship management, Customer service, Management, Marketing, Sales process engineering / Pages: 8 (1765 words) / Published: Mar 22nd, 2011
CUSTOMER RELATION MANAGEMENT

• MODULE CUSTOMER MANAGEMENT

• LECTURER DR GEOFF WINTER

• TOPIC CUSTOMER RELATION MANAGEMENT.

• SUBMITED BY MUHAMMAD AMIR

• I.D. 39644

• GROUP D

TABLE OF CONTENT

1. EXECUTIVE SUMMARY

2. DEFINITION OF CUSTOMER RELATION MANAGEMENT

3. QCI CUSTOMER MANAGEMENT MODEL

4. DISCUSSION

5. CONCLUSION

6. CITATIONS

EXECUTIVE SUMMARY

This paper discuss the Customer Relationship Management concept through customer satisfaction maximization and customer retention driven by drivers of quality, IT and database marketing. This paper gives an outline of QCi elements to assist a argument on how the model manages customer in a proficient manner, by maintaining quality and efficiency, by simplicity of doing business, by problem solving, by appropriateness and in a affable ready for action setting.

What is Customer Relation Management

“Customer Relationship Management,(CRM), is a strategic process which relates to interaction between business and its consumer. Its purpose is to maximize customer satisfaction and customer retention (inseat online 2009). It is driven by three component quality, database marketing and IT.”

Quality competitiveness index (QCi) Customer Management model

“This model helps organization become more cost-effective through more effective and efficient customer management. The customer framework works with large organizations helping them in order to identify opportunities to increase profits and reduce cost in their customer management operations.”

“Customer relationship management is much more than simply the technology. This model can be used by companies to understand how well they are managing their customers (Foss and Stone (2001)).”

1

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1 Elements of QCi customer management model

This model consist of nine elements and they are as follows:

1. Analysis and



Citations: • http://www.thecustomerframework.com/ • Source: Jobber and Lancaster (2003)

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