Still, why to spend on Customer-retention rather than customer acquisition ???
Acquisition or Retention Acquisition of Customer Retention of Customer 3% increase in profits 17% increase in profits Cost is very high Cost is very low Life cycle is short Life cycle is long Short term profit Long term profit Unpredictable value chain building Value chain building
Building blocks of CRM Lead Management Campaign Management Customer profiling Call center Field service Web service Activity management Opportunity management Contact management
Project management Support view PIM ROI Sales Forecasting Opportunity Management Automation CRM SYSTEM Manager view Service view Support view Marketing view Sales view Web Windows Wireless C R M software Web/intranet/extranet ERP/back office Legacy applications Other applications Customer database Customer touch points