Customer Relationship Management in the Business World
Table of contents
Acknowledgement 1
Abstract 2
Chapter I the definition of customer relationship management
1.1 introduction
1.2 data warebouses case study
1.3 customer contact
1.4 organizational implications
1.5 the payback
1.6 value for the customer case study
1.7 value for the company case study
1.8 buzz, not buzz-word
1.9 social customers relationship management
chapter 2 how to manage customer relationship
2.1 sponsorship & leadership
2.2 customer profitability management
2.3 customer context & customer intimacy
2.4 customer value 2.4.1 what constitutes value? 2.4.2 benefits delivered 2.4.3 price paid 2.4.4 convenience 2.4.5 Reassurance 2.4.6 innovation 2.4.7 Reliability 2.4.8 Image 2.4.9 Quality 2.4.10 support and responsiveness 2.4.11 relationship
2.5 organizational readiness
Chapter 1
1.1 Introduction
Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
CRM systems for marketing track and measure campaigns over multiple channels, such as email, search, social media, telephone and direct mail. These systems track clicks, responses, leads and deals.
CRM systems can be used to create, assign and manage requests made by customers, such as call center software which helps direct customers to agents.[2] CRM software can also be used to identify and reward loyal customers over a period of time.
CRM systems can automatically suggest suitable appointment times to customers via e-mail or the web. These can then be synchronized with the representative or agent's calendar.
For small businesses a CRM system may simply consist of
Acknowledgement 1
Abstract 2
Chapter I the definition of customer relationship management
1.1 introduction
1.2 data warebouses case study
1.3 customer contact
1.4 organizational implications
1.5 the payback
1.6 value for the customer case study
1.7 value for the company case study
1.8 buzz, not buzz-word
1.9 social customers relationship management
chapter 2 how to manage customer relationship
2.1 sponsorship & leadership
2.2 customer profitability management
2.3 customer context & customer intimacy
2.4 customer value 2.4.1 what constitutes value? 2.4.2 benefits delivered 2.4.3 price paid 2.4.4 convenience 2.4.5 Reassurance 2.4.6 innovation 2.4.7 Reliability 2.4.8 Image 2.4.9 Quality 2.4.10 support and responsiveness 2.4.11 relationship
2.5 organizational readiness
Chapter 1
1.1 Introduction
Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
CRM systems for marketing track and measure campaigns over multiple channels, such as email, search, social media, telephone and direct mail. These systems track clicks, responses, leads and deals.
CRM systems can be used to create, assign and manage requests made by customers, such as call center software which helps direct customers to agents.[2] CRM software can also be used to identify and reward loyal customers over a period of time.
CRM systems can automatically suggest suitable appointment times to customers via e-mail or the web. These can then be synchronized with the representative or agent's calendar.
For small businesses a CRM system may simply consist of