CRM BLOG POSTS“Starting with the Homepage: Improve Customer Relationships”“Trust and Transparency: The Foundation of CRM”“CRM in Sports: How Joe Lacob is Dealing with Upset Fans” “What to Know About Social CRM”
THREE PILLARS OF RELATIONSHIP MARKETING Customer Relationships Collaboration Experience Information Products and Services CRM CEM CCMSource: Model created based on E-Marketing, Strauss and Frost
CRM The process ofCustomer targeting, acquiring, transacting,Relationship servicing, retaining,Management and building long- term relationships with customers.
CEM The discipline, methodology and/or process used toCustomer comprehensivelyExperience manage a customer’s cross-Management channel exposure, interaction and transaction with a company, product, brand or service.
CCM A philosophy and a business strategy, supported by aCustomer technology platform,Collaboration business rules, processes and socialManagement characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually*All definitions from E-Marketing, Strauss & Frost beneficial value in a trusted and transparent business environment.