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Customer Relationship Ma nagement (CRM) ATTF Luxemburg Helping you through the learning curve R.J.Claessens & Partners
Key Sources of the course: Harvard Business Review CRM by Ed Peelen Snezana Dra g icevic Geraldine Claessens E mail: contact@rogerclaessens.be - Internet: www.rogerclaessens.be R.J.Claessens & Partners
The key message of the course
The key message of the course We are in it, together!
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Introduction ,[object Object],[object Object]
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CRM should the end of the road ,[object Object],[object Object]
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Introduction ,[object Object],[object Object],[object Object]
Introduction ,[object Object],Development Sales Experience Retention Targeting
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Introduction ,[object Object]
Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Introduction ,[object Object],Integrated image Knowledge Data Organisation Multi-channels Attuned One way Communication Commitment Individual satisfaction Satisfaction Customer perspective Value Increased turnover Turnover Financial perspective Long term Medium term Current situation
Introduction ,[object Object],[object Object]
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Introduction ,[object Object],[object Object],[object Object],[object Object],Not effective Extremely effective 1 2 3 4 5 6 7 8 9 10
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Introduction ,[object Object]
Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object]
The structure of the course CRM Introduction ORGANISATION MARKETING ANALYSIS 1_Elements of CRM 2_Customer-supplier 3_Strategy 4_Relationship oriented 1_Customer knowledge 2_Customisation 3_Communication 4_Relationship policy 1_ Relationship Data 2_Data mining 3_Data selection 4_Data reporting SYSTEMS 1_CRM systems 2_Implementation 3_The future 4_Conclusion
1_Elements of CRM
1_Elements of CRM ,[object Object],[object Object],[object Object],[object Object],[object Object]
1_Elements of CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
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1_Elements of CRM ,[object Object],[object Object],[object Object]
1_Elements of CRM ,[object Object],[object Object],[object Object]
1_Elements of CRM ,[object Object],[object Object],[object Object]

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crm

  • 1. Customer Relationship Ma nagement (CRM) ATTF Luxemburg Helping you through the learning curve R.J.Claessens & Partners
  • 2. Key Sources of the course: Harvard Business Review CRM by Ed Peelen Snezana Dra g icevic Geraldine Claessens E mail: contact@rogerclaessens.be - Internet: www.rogerclaessens.be R.J.Claessens & Partners
  • 3. The key message of the course
  • 4. The key message of the course We are in it, together!
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  • 34.
  • 35.
  • 36.
  • 37.
  • 38.
  • 39.
  • 40.
  • 41.
  • 42.
  • 43. The structure of the course CRM Introduction ORGANISATION MARKETING ANALYSIS 1_Elements of CRM 2_Customer-supplier 3_Strategy 4_Relationship oriented 1_Customer knowledge 2_Customisation 3_Communication 4_Relationship policy 1_ Relationship Data 2_Data mining 3_Data selection 4_Data reporting SYSTEMS 1_CRM systems 2_Implementation 3_The future 4_Conclusion
  • 45.
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  • 50.