crm

2. Members
• KOMAL R GOTHI 313

5. EXAMPLE

7. Customer
centric

8. • Customer – centric is an approach to doing
business that focuses on providing a positive
customer experience both at the point of sale
and after the sales in order to drive profit of
and gain competitive advantages. The
philosophies and operations of customer –
centric business revolve around their most
valuable customers and making sure they ‘re
happy

9. Example

10. Turning an organization into customer centric
1. Evaluate
2. Design
3. Activate
4. Measures

11. Four co-
ordination in
customer
centric
organisation
Communal coordination Serial coordination
Symbiotic coordination Integral coordination

12. Customer centric Product centric
StrategyCreate the best
solution for the
customer
Create the best
product
Customer culture –
searching for new
needs to fill
Culture
New product
culture – looking for
new products to
develop

13. Customer centric Product centric
Rewards/MeritsRewards people with
deep insight into
customer
Reward new
product
development
Customer
segments
Organizational structure
Product division
New solutions
development ,
customer experience
management
New product
developmentProcesses

15. Touch point
• What could be more important than
improving sales and your customer
relationships? Today, there is a fast growing
movement, a revolution, among
organizations interested in improving their
customer-centricity through a better
understanding of customer interactions, or
“touchpoints.” Called “Customer Touchpoint
Management

16. Thank you