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materi 4

materi 4

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  • 1. CUSTOMER RELATIONSHIP MANAGEMENT
    MEDIA AND CHANNEL STRATEGY
  • 2. THE PROCESS OF CRM
  • 3. Comparison
  • 4. THE MESSAGE
  • 5. CASE STUDY: VALUE
  • 6.
  • 7. CASE STUDY
  • 8. Value Delivery
  • 9. Media and Channel
    Sales Force
    Direct Mail
    Website
    Outlet
    Advertising
    Social Media
    Customer Centre
  • 10. DIRECT MAIL
  • 11. OUTLET
  • 12. Sales Force
  • 13. Customer Centre
  • 14. WEB
  • 15. Comparison
  • 16.
  • 17. The Rule
    • Different channels offer different competencies and abilities.
    • 18. Different customers have different purchasing styles
  • THE IMPACT of TECHNOLOGY
    Disintermediation, where changes in the current business model or advances in technology mean that a company no longer needs to use intermediaries to create value for end-consumers.
    Reintermediation, where changes in the current business model or advances in technology result in new types of intermediary that can create more value than was possible in the previous channel structure.
  • 19. DISCUSS