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1 
The Evolution of CRM
2 
Is CRM really a new concept? 
 Relationship with the customer has existed since 
the advent of trade and business. 
 ...
3 
The Evolution of Relationship 
Marketing
4 
The Evolution of Relationship Marketing 
Pre-Industrial Era: 
 practiced by merchant and traders. 
 business was buil...
5 
Industrial era 
Mass production, mass distribution and mass 
communication 
Intermediaries took on the responsibiliti...
6 
information era 
JAGDISH SETH and ATUL PARVATIYAR has identified the 
following factors for this shift in orientation: ...
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Evolution of crm

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Evolution of CRM

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Evolution of crm

  1. 1. 1 The Evolution of CRM
  2. 2. 2 Is CRM really a new concept?  Relationship with the customer has existed since the advent of trade and business.  Barter Age Customized product Age Mass Production Age Customer: Purchaser of goods/Service and not necessarily the one consuming them, e.g. dealer / retailer/ wholesaler Consumer: One who utilizes the goods/services to fulfill his need Customization Age .
  3. 3. 3 The Evolution of Relationship Marketing
  4. 4. 4 The Evolution of Relationship Marketing Pre-Industrial Era:  practiced by merchant and traders.  business was build on trust.  interactions transcended the commercial transaction and involved social interaction  relationship exists in pre-industrial market(traditional, small).
  5. 5. 5 Industrial era Mass production, mass distribution and mass communication Intermediaries took on the responsibilities of warehousing, transportation, distribution and final sale to the customer. Greater efficiencies' and lower cost. Reduced direct contacts and negative impact on the relationship.
  6. 6. 6 information era JAGDISH SETH and ATUL PARVATIYAR has identified the following factors for this shift in orientation:  Advances in technology  Intensive competition  Growing importance of service sector  Adoption of TQM programs

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