SlideShare a Scribd company logo

Retaining Customers In An Economic Downturn03

•
•
Paul Greenberg
Paul Greenberg

The document discusses strategies for customer relationship management (CRM) during economic downturns. It suggests focusing on customer retention rather than new customer acquisition since retention costs are much lower. Engaging loyal customers through communications and providing value can help a business acquire new customers through word-of-mouth promotion. The document also discusses adjusting pricing, payment options, and loyalty programs to meet customer needs and retaining customers as partners through the downturn.

Business
1 of 22
Paul Greenberg Author: CRM at the Speed of Light
Caveat #1: I’m not an economist
Caveat #2: CRM is not a panacea
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
Author: CRM at the Speed of Light (4th Edition, February 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog: http://the56group.typepad.com ZDNET Blog: http://blogs.zdnet.com/crm Email: [email_address] Twitter: http://www.twitter.com/pgreenbe Cell phone: 703-551-2337 THANK YOU

Recommended

Customer retention strategy simplified
Customer retention strategy simplifiedCustomer retention strategy simplified
Customer retention strategy simplifiedVinod Nagar
 
B2B SMB Sales market share customer acquisition leadership
B2B SMB Sales market share customer acquisition leadershipB2B SMB Sales market share customer acquisition leadership
B2B SMB Sales market share customer acquisition leadershipInfinity Contact
 
Mass Marketing Retention
Mass Marketing RetentionMass Marketing Retention
Mass Marketing Retentionthefosiswell
 
Bring back that loving feeling
Bring back that loving feelingBring back that loving feeling
Bring back that loving feelingISA Marketing & Sales Summit
 
Building customer loyalty programs
Building customer loyalty programsBuilding customer loyalty programs
Building customer loyalty programssmittal
 
CRM, CMR, CEM, sCRM - what's it called again?
CRM, CMR, CEM, sCRM - what's it called again?CRM, CMR, CEM, sCRM - what's it called again?
CRM, CMR, CEM, sCRM - what's it called again?Redspire Ltd
 
Customer Loyalty Part 3 - Customer Experience (CX)
Customer Loyalty Part 3 - Customer Experience (CX)Customer Loyalty Part 3 - Customer Experience (CX)
Customer Loyalty Part 3 - Customer Experience (CX)Gail Carson
 
7 Factors For Building Customer Loyalty!
7 Factors For Building Customer Loyalty!7 Factors For Building Customer Loyalty!
7 Factors For Building Customer Loyalty!jcaspole
 

Recommended

Customer retention strategy simplified
Customer retention strategy simplifiedCustomer retention strategy simplified
Customer retention strategy simplifiedVinod Nagar
 
B2B SMB Sales market share customer acquisition leadership
B2B SMB Sales market share customer acquisition leadershipB2B SMB Sales market share customer acquisition leadership
B2B SMB Sales market share customer acquisition leadershipInfinity Contact
 
Mass Marketing Retention
Mass Marketing RetentionMass Marketing Retention
Mass Marketing Retentionthefosiswell
 
Bring back that loving feeling
Bring back that loving feelingBring back that loving feeling
Bring back that loving feelingISA Marketing & Sales Summit
 
Building customer loyalty programs
Building customer loyalty programsBuilding customer loyalty programs
Building customer loyalty programssmittal
 
CRM, CMR, CEM, sCRM - what's it called again?
CRM, CMR, CEM, sCRM - what's it called again?CRM, CMR, CEM, sCRM - what's it called again?
CRM, CMR, CEM, sCRM - what's it called again?Redspire Ltd
 
Customer Loyalty Part 3 - Customer Experience (CX)
Customer Loyalty Part 3 - Customer Experience (CX)Customer Loyalty Part 3 - Customer Experience (CX)
Customer Loyalty Part 3 - Customer Experience (CX)Gail Carson
 
7 Factors For Building Customer Loyalty!
7 Factors For Building Customer Loyalty!7 Factors For Building Customer Loyalty!
7 Factors For Building Customer Loyalty!jcaspole
 
Loyalty 101
Loyalty 101Loyalty 101
Loyalty 101Organizational Development & Change Management
 
The Customer Experience Compass
The Customer Experience CompassThe Customer Experience Compass
The Customer Experience CompassOnno Romijn
 
Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...Ransys Feedback Technologies
 
Customer loyalty program for chevrolet
Customer loyalty program for chevroletCustomer loyalty program for chevrolet
Customer loyalty program for chevroletBharath Karthikeyan
 
Customer Retention Tools For Business
Customer Retention Tools For BusinessCustomer Retention Tools For Business
Customer Retention Tools For BusinessOmnePresent
 
Case study: How Symantec built engagement through design
Case study: How Symantec built engagement through designCase study: How Symantec built engagement through design
Case study: How Symantec built engagement through designQuarry
 
PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...
PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...
PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...PrestaShop
 
Speech To Omega Scorebaord 2009 Conference 041509
Speech To Omega Scorebaord 2009 Conference 041509Speech To Omega Scorebaord 2009 Conference 041509
Speech To Omega Scorebaord 2009 Conference 041509gnorth
 
From Customer Loyalty to Brand Advocacy
From Customer Loyalty to Brand AdvocacyFrom Customer Loyalty to Brand Advocacy
From Customer Loyalty to Brand AdvocacyNicholas Kontopoulos
 
Loyalty Rewards Engine Presentation
Loyalty Rewards Engine PresentationLoyalty Rewards Engine Presentation
Loyalty Rewards Engine PresentationSwitchPitch
 
Winback and Acquisition Strategies in Customer Relationship Management
Winback and Acquisition Strategies in Customer Relationship ManagementWinback and Acquisition Strategies in Customer Relationship Management
Winback and Acquisition Strategies in Customer Relationship ManagementSanath Dasanayaka
 
6 Keys to Roofing Leads in 2020
6 Keys to Roofing Leads in 20206 Keys to Roofing Leads in 2020
6 Keys to Roofing Leads in 2020Adam Sand [Roofing Company Growth Hacker]
 
Customer success is not a one night stand
Customer success is not a one night standCustomer success is not a one night stand
Customer success is not a one night standGuy Nirpaz
 
Rethinking 'the Customer' in the age of CX [infographic]
Rethinking 'the Customer' in the age of CX [infographic]Rethinking 'the Customer' in the age of CX [infographic]
Rethinking 'the Customer' in the age of CX [infographic]Quarry
 
Customer retention strategy
Customer retention strategyCustomer retention strategy
Customer retention strategyDamyanti Waghela
 
Social Customer Relations Management (CRM) presentation
Social Customer Relations Management (CRM) presentationSocial Customer Relations Management (CRM) presentation
Social Customer Relations Management (CRM) presentationJohan Sammy
 
11 customer aquisition,winback strategy
11 customer aquisition,winback strategy11 customer aquisition,winback strategy
11 customer aquisition,winback strategyajitjoshiin
 
Harris Interactive Src Risk, Churn, Win Back Workshop
Harris Interactive Src Risk, Churn, Win Back WorkshopHarris Interactive Src Risk, Churn, Win Back Workshop
Harris Interactive Src Risk, Churn, Win Back WorkshopMichael Lowenstein
 
Loyalty Programs: Designing the Right Rewards Program for your Business
Loyalty Programs: Designing the Right Rewards Program for your BusinessLoyalty Programs: Designing the Right Rewards Program for your Business
Loyalty Programs: Designing the Right Rewards Program for your BusinessLenati
 
Cross-Selling: five keys to success in banking
Cross-Selling: five keys to success in bankingCross-Selling: five keys to success in banking
Cross-Selling: five keys to success in bankingAlexander Huun
 
2010 crm reflections
2010 crm reflections2010 crm reflections
2010 crm reflectionsDr.Dinesh Chandrasekar PhD(hc)
 
Doug Sumner Distribution Models Presentation
Doug Sumner Distribution Models PresentationDoug Sumner Distribution Models Presentation
Doug Sumner Distribution Models PresentationDoug Sumner
 

More Related Content

What's hot

The Customer Experience Compass
The Customer Experience CompassThe Customer Experience Compass
The Customer Experience CompassOnno Romijn
 
Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...Ransys Feedback Technologies
 
Customer loyalty program for chevrolet
Customer loyalty program for chevroletCustomer loyalty program for chevrolet
Customer loyalty program for chevroletBharath Karthikeyan
 
Customer Retention Tools For Business
Customer Retention Tools For BusinessCustomer Retention Tools For Business
Customer Retention Tools For BusinessOmnePresent
 
Case study: How Symantec built engagement through design
Case study: How Symantec built engagement through designCase study: How Symantec built engagement through design
Case study: How Symantec built engagement through designQuarry
 
PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...
PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...
PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...PrestaShop
 
Speech To Omega Scorebaord 2009 Conference 041509
Speech To Omega Scorebaord 2009 Conference 041509Speech To Omega Scorebaord 2009 Conference 041509
Speech To Omega Scorebaord 2009 Conference 041509gnorth
 
From Customer Loyalty to Brand Advocacy
From Customer Loyalty to Brand AdvocacyFrom Customer Loyalty to Brand Advocacy
From Customer Loyalty to Brand AdvocacyNicholas Kontopoulos
 
Loyalty Rewards Engine Presentation
Loyalty Rewards Engine PresentationLoyalty Rewards Engine Presentation
Loyalty Rewards Engine PresentationSwitchPitch
 
Winback and Acquisition Strategies in Customer Relationship Management
Winback and Acquisition Strategies in Customer Relationship ManagementWinback and Acquisition Strategies in Customer Relationship Management
Winback and Acquisition Strategies in Customer Relationship ManagementSanath Dasanayaka
 
Customer success is not a one night stand
Customer success is not a one night standCustomer success is not a one night stand
Customer success is not a one night standGuy Nirpaz
 
Rethinking 'the Customer' in the age of CX [infographic]
Rethinking 'the Customer' in the age of CX [infographic]Rethinking 'the Customer' in the age of CX [infographic]
Rethinking 'the Customer' in the age of CX [infographic]Quarry
 
Customer retention strategy
Customer retention strategyCustomer retention strategy
Customer retention strategyDamyanti Waghela
 
Social Customer Relations Management (CRM) presentation
Social Customer Relations Management (CRM) presentationSocial Customer Relations Management (CRM) presentation
Social Customer Relations Management (CRM) presentationJohan Sammy
 
11 customer aquisition,winback strategy
11 customer aquisition,winback strategy11 customer aquisition,winback strategy
11 customer aquisition,winback strategyajitjoshiin
 
Harris Interactive Src Risk, Churn, Win Back Workshop
Harris Interactive Src Risk, Churn, Win Back WorkshopHarris Interactive Src Risk, Churn, Win Back Workshop
Harris Interactive Src Risk, Churn, Win Back WorkshopMichael Lowenstein
 
Loyalty Programs: Designing the Right Rewards Program for your Business
Loyalty Programs: Designing the Right Rewards Program for your BusinessLoyalty Programs: Designing the Right Rewards Program for your Business
Loyalty Programs: Designing the Right Rewards Program for your BusinessLenati
 
Cross-Selling: five keys to success in banking
Cross-Selling: five keys to success in bankingCross-Selling: five keys to success in banking
Cross-Selling: five keys to success in bankingAlexander Huun
 

What's hot (20)

Loyalty 101
Loyalty 101Loyalty 101
Loyalty 101
 
The Customer Experience Compass
The Customer Experience CompassThe Customer Experience Compass
The Customer Experience Compass
 
Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...
 
Customer loyalty program for chevrolet
Customer loyalty program for chevroletCustomer loyalty program for chevrolet
Customer loyalty program for chevrolet
 
Customer Retention Tools For Business
Customer Retention Tools For BusinessCustomer Retention Tools For Business
Customer Retention Tools For Business
 
Case study: How Symantec built engagement through design
Case study: How Symantec built engagement through designCase study: How Symantec built engagement through design
Case study: How Symantec built engagement through design
 
PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...
PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...
PrestaShop Barcamp 5 - Template Monster : The power of up-selling and cross-s...
 
Speech To Omega Scorebaord 2009 Conference 041509
Speech To Omega Scorebaord 2009 Conference 041509Speech To Omega Scorebaord 2009 Conference 041509
Speech To Omega Scorebaord 2009 Conference 041509
 
From Customer Loyalty to Brand Advocacy
From Customer Loyalty to Brand AdvocacyFrom Customer Loyalty to Brand Advocacy
From Customer Loyalty to Brand Advocacy
 
Loyalty Rewards Engine Presentation
Loyalty Rewards Engine PresentationLoyalty Rewards Engine Presentation
Loyalty Rewards Engine Presentation
 
Winback and Acquisition Strategies in Customer Relationship Management
Winback and Acquisition Strategies in Customer Relationship ManagementWinback and Acquisition Strategies in Customer Relationship Management
Winback and Acquisition Strategies in Customer Relationship Management
 
6 Keys to Roofing Leads in 2020
6 Keys to Roofing Leads in 20206 Keys to Roofing Leads in 2020
6 Keys to Roofing Leads in 2020
 
Customer success is not a one night stand
Customer success is not a one night standCustomer success is not a one night stand
Customer success is not a one night stand
 
Rethinking 'the Customer' in the age of CX [infographic]
Rethinking 'the Customer' in the age of CX [infographic]Rethinking 'the Customer' in the age of CX [infographic]
Rethinking 'the Customer' in the age of CX [infographic]
 
Customer retention strategy
Customer retention strategyCustomer retention strategy
Customer retention strategy
 
Social Customer Relations Management (CRM) presentation
Social Customer Relations Management (CRM) presentationSocial Customer Relations Management (CRM) presentation
Social Customer Relations Management (CRM) presentation
 
11 customer aquisition,winback strategy
11 customer aquisition,winback strategy11 customer aquisition,winback strategy
11 customer aquisition,winback strategy
 
Harris Interactive Src Risk, Churn, Win Back Workshop
Harris Interactive Src Risk, Churn, Win Back WorkshopHarris Interactive Src Risk, Churn, Win Back Workshop
Harris Interactive Src Risk, Churn, Win Back Workshop
 
Loyalty Programs: Designing the Right Rewards Program for your Business
Loyalty Programs: Designing the Right Rewards Program for your BusinessLoyalty Programs: Designing the Right Rewards Program for your Business
Loyalty Programs: Designing the Right Rewards Program for your Business
 
Cross-Selling: five keys to success in banking
Cross-Selling: five keys to success in bankingCross-Selling: five keys to success in banking
Cross-Selling: five keys to success in banking
 

Similar to Retaining Customers In An Economic Downturn03

Doug Sumner Distribution Models Presentation
Doug Sumner Distribution Models PresentationDoug Sumner Distribution Models Presentation
Doug Sumner Distribution Models PresentationDoug Sumner
 
ikano_whitepaper_ceo
ikano_whitepaper_ceoikano_whitepaper_ceo
ikano_whitepaper_ceoBarry Smith
 
Convincing your CEO to invest in a loyalty programme
Convincing your CEO to invest in a loyalty programmeConvincing your CEO to invest in a loyalty programme
Convincing your CEO to invest in a loyalty programmecolinjones001
 
More effective & future proof channel sales operations
More effective & future proof channel sales operations More effective & future proof channel sales operations
More effective & future proof channel sales operations Qollabi
 
Customer Relationship Management Club France
Customer Relationship Management Club FranceCustomer Relationship Management Club France
Customer Relationship Management Club FranceLootens
 
Marketing on a Shoestring Budget - 1 hr class
Marketing on a Shoestring Budget - 1 hr classMarketing on a Shoestring Budget - 1 hr class
Marketing on a Shoestring Budget - 1 hr classthegoddessatwork
 
Golden Propeller Presentation 2009
Golden Propeller Presentation 2009Golden Propeller Presentation 2009
Golden Propeller Presentation 2009Futurelab
 
Zulily case competition
Zulily case competition Zulily case competition
Zulily case competition WanKo1
 
America's Next Top Multifamily Marketer
America's Next Top Multifamily MarketerAmerica's Next Top Multifamily Marketer
America's Next Top Multifamily MarketerChantelle Flannery
 
Quick-Fire tips from SaaStock Remote
Quick-Fire tips from SaaStock RemoteQuick-Fire tips from SaaStock Remote
Quick-Fire tips from SaaStock RemoteIngvildFarstad
 
Customer Experience and B2B Sales
Customer Experience and B2B SalesCustomer Experience and B2B Sales
Customer Experience and B2B SalesDavid Batup
 
Customer Relationship Management unit 3 crm structures
Customer Relationship Management unit 3 crm structuresCustomer Relationship Management unit 3 crm structures
Customer Relationship Management unit 3 crm structuresGanesha Pandian
 
PRCA Covid-19 Taskforce: Building a Survival Strategy for your PR Agency
PRCA Covid-19 Taskforce: Building a Survival Strategy for your PR AgencyPRCA Covid-19 Taskforce: Building a Survival Strategy for your PR Agency
PRCA Covid-19 Taskforce: Building a Survival Strategy for your PR AgencyRichard Houghton
 
Marketing in a Down Economy
Marketing in a Down EconomyMarketing in a Down Economy
Marketing in a Down EconomyElizabeth Scott
 
B2B Lead Generation For Publishers
B2B Lead Generation For PublishersB2B Lead Generation For Publishers
B2B Lead Generation For Publisherskairostcheck
 
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)SADANAND MAURYA
 
The-Rise-of-the-Customer-Marketer
The-Rise-of-the-Customer-MarketerThe-Rise-of-the-Customer-Marketer
The-Rise-of-the-Customer-MarketerAdam Robles
 
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docxANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docxdaniahendric
 
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docxANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docxgreg1eden90113
 

Similar to Retaining Customers In An Economic Downturn03 (20)

2010 crm reflections
2010 crm reflections2010 crm reflections
2010 crm reflections
 
Doug Sumner Distribution Models Presentation
Doug Sumner Distribution Models PresentationDoug Sumner Distribution Models Presentation
Doug Sumner Distribution Models Presentation
 
ikano_whitepaper_ceo
ikano_whitepaper_ceoikano_whitepaper_ceo
ikano_whitepaper_ceo
 
Convincing your CEO to invest in a loyalty programme
Convincing your CEO to invest in a loyalty programmeConvincing your CEO to invest in a loyalty programme
Convincing your CEO to invest in a loyalty programme
 
More effective & future proof channel sales operations
More effective & future proof channel sales operations More effective & future proof channel sales operations
More effective & future proof channel sales operations
 
Customer Relationship Management Club France
Customer Relationship Management Club FranceCustomer Relationship Management Club France
Customer Relationship Management Club France
 
Marketing on a Shoestring Budget - 1 hr class
Marketing on a Shoestring Budget - 1 hr classMarketing on a Shoestring Budget - 1 hr class
Marketing on a Shoestring Budget - 1 hr class
 
Golden Propeller Presentation 2009
Golden Propeller Presentation 2009Golden Propeller Presentation 2009
Golden Propeller Presentation 2009
 
Zulily case competition
Zulily case competition Zulily case competition
Zulily case competition
 
America's Next Top Multifamily Marketer
America's Next Top Multifamily MarketerAmerica's Next Top Multifamily Marketer
America's Next Top Multifamily Marketer
 
Quick-Fire tips from SaaStock Remote
Quick-Fire tips from SaaStock RemoteQuick-Fire tips from SaaStock Remote
Quick-Fire tips from SaaStock Remote
 
Customer Experience and B2B Sales
Customer Experience and B2B SalesCustomer Experience and B2B Sales
Customer Experience and B2B Sales
 
Customer Relationship Management unit 3 crm structures
Customer Relationship Management unit 3 crm structuresCustomer Relationship Management unit 3 crm structures
Customer Relationship Management unit 3 crm structures
 
PRCA Covid-19 Taskforce: Building a Survival Strategy for your PR Agency
PRCA Covid-19 Taskforce: Building a Survival Strategy for your PR AgencyPRCA Covid-19 Taskforce: Building a Survival Strategy for your PR Agency
PRCA Covid-19 Taskforce: Building a Survival Strategy for your PR Agency
 
Marketing in a Down Economy
Marketing in a Down EconomyMarketing in a Down Economy
Marketing in a Down Economy
 
B2B Lead Generation For Publishers
B2B Lead Generation For PublishersB2B Lead Generation For Publishers
B2B Lead Generation For Publishers
 
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
 
The-Rise-of-the-Customer-Marketer
The-Rise-of-the-Customer-MarketerThe-Rise-of-the-Customer-Marketer
The-Rise-of-the-Customer-Marketer
 
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docxANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
 
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docxANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabin.docx
 

More from Paul Greenberg

Customer Facing Technology Market Perspective 2016-2017
Customer Facing Technology Market Perspective 2016-2017Customer Facing Technology Market Perspective 2016-2017
Customer Facing Technology Market Perspective 2016-2017Paul Greenberg
 
Keeping Customers Engaged Today and Tomorrow: The Communications Revolution
Keeping Customers Engaged Today and Tomorrow: The Communications RevolutionKeeping Customers Engaged Today and Tomorrow: The Communications Revolution
Keeping Customers Engaged Today and Tomorrow: The Communications RevolutionPaul Greenberg
 
Enterprise 2.0 & Social CRM: Together At Last
Enterprise 2.0 & Social CRM: Together At LastEnterprise 2.0 & Social CRM: Together At Last
Enterprise 2.0 & Social CRM: Together At LastPaul Greenberg
 
A Case Study In Social CRM Without Technology: The Green Bay Packers
A Case Study In Social CRM Without Technology: The Green Bay PackersA Case Study In Social CRM Without Technology: The Green Bay Packers
A Case Study In Social CRM Without Technology: The Green Bay PackersPaul Greenberg
 
Era of The Social Customer 2010.
Era of The Social Customer 2010.Era of The Social Customer 2010.
Era of The Social Customer 2010.Paul Greenberg
 
Voice Of The Customer 2009
Voice Of The Customer 2009Voice Of The Customer 2009
Voice Of The Customer 2009Paul Greenberg
 
Selling to the Crowd 2009
Selling to the Crowd 2009Selling to the Crowd 2009
Selling to the Crowd 2009Paul Greenberg
 
What The Hell Is Crm 2 2008
What The Hell Is Crm 2 2008What The Hell Is Crm 2 2008
What The Hell Is Crm 2 2008Paul Greenberg
 
Crm State Of The Market 2008 & Beyond
Crm State Of The Market 2008 & BeyondCrm State Of The Market 2008 & Beyond
Crm State Of The Market 2008 & BeyondPaul Greenberg
 
CRM & The Enterprise Value Chain
CRM & The Enterprise Value ChainCRM & The Enterprise Value Chain
CRM & The Enterprise Value ChainPaul Greenberg
 
"Its Just So 2.0 Out There" The 4Ps are Dead
"Its Just So 2.0 Out There" The 4Ps are Dead"Its Just So 2.0 Out There" The 4Ps are Dead
"Its Just So 2.0 Out There" The 4Ps are DeadPaul Greenberg
 

More from Paul Greenberg (13)

Customer Facing Technology Market Perspective 2016-2017
Customer Facing Technology Market Perspective 2016-2017Customer Facing Technology Market Perspective 2016-2017
Customer Facing Technology Market Perspective 2016-2017
 
A Company Like Me
A Company Like Me A Company Like Me
A Company Like Me
 
Crmtransforms2016
Crmtransforms2016Crmtransforms2016
Crmtransforms2016
 
Keeping Customers Engaged Today and Tomorrow: The Communications Revolution
Keeping Customers Engaged Today and Tomorrow: The Communications RevolutionKeeping Customers Engaged Today and Tomorrow: The Communications Revolution
Keeping Customers Engaged Today and Tomorrow: The Communications Revolution
 
Enterprise 2.0 & Social CRM: Together At Last
Enterprise 2.0 & Social CRM: Together At LastEnterprise 2.0 & Social CRM: Together At Last
Enterprise 2.0 & Social CRM: Together At Last
 
A Case Study In Social CRM Without Technology: The Green Bay Packers
A Case Study In Social CRM Without Technology: The Green Bay PackersA Case Study In Social CRM Without Technology: The Green Bay Packers
A Case Study In Social CRM Without Technology: The Green Bay Packers
 
Era of The Social Customer 2010.
Era of The Social Customer 2010.Era of The Social Customer 2010.
Era of The Social Customer 2010.
 
Voice Of The Customer 2009
Voice Of The Customer 2009Voice Of The Customer 2009
Voice Of The Customer 2009
 
Selling to the Crowd 2009
Selling to the Crowd 2009Selling to the Crowd 2009
Selling to the Crowd 2009
 
What The Hell Is Crm 2 2008
What The Hell Is Crm 2 2008What The Hell Is Crm 2 2008
What The Hell Is Crm 2 2008
 
Crm State Of The Market 2008 & Beyond
Crm State Of The Market 2008 & BeyondCrm State Of The Market 2008 & Beyond
Crm State Of The Market 2008 & Beyond
 
CRM & The Enterprise Value Chain
CRM & The Enterprise Value ChainCRM & The Enterprise Value Chain
CRM & The Enterprise Value Chain
 
"Its Just So 2.0 Out There" The 4Ps are Dead
"Its Just So 2.0 Out There" The 4Ps are Dead"Its Just So 2.0 Out There" The 4Ps are Dead
"Its Just So 2.0 Out There" The 4Ps are Dead
 

Recently uploaded

SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 MonthsSEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 MonthsIndeedSEO
 
New 2024 Cannabis Edibles Investor Pitch Deck Template
New 2024 Cannabis Edibles Investor Pitch Deck TemplateNew 2024 Cannabis Edibles Investor Pitch Deck Template
New 2024 Cannabis Edibles Investor Pitch Deck TemplateCannaBusinessPlans
 
Falcon Invoice Discounting: Unlock Your Business Potential
Falcon Invoice Discounting: Unlock Your Business PotentialFalcon Invoice Discounting: Unlock Your Business Potential
Falcon Invoice Discounting: Unlock Your Business PotentialFalcon investment
 
Falcon Invoice Discounting: Empowering Your Business Growth
Falcon Invoice Discounting: Empowering Your Business GrowthFalcon Invoice Discounting: Empowering Your Business Growth
Falcon Invoice Discounting: Empowering Your Business GrowthFalcon investment
 
Durg CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN durg ESCORTS
Durg CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN durg ESCORTSDurg CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN durg ESCORTS
Durg CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN durg ESCORTSkajalroy875762
 
JAJPUR CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN JAJPUR ESCORTS
JAJPUR CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN JAJPUR ESCORTSJAJPUR CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN JAJPUR ESCORTS
JAJPUR CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN JAJPUR ESCORTSkajalroy875762
 
Berhampur Call Girl Just Call 8084732287 Top Class Call Girl Service Available
Berhampur Call Girl Just Call 8084732287 Top Class Call Girl Service AvailableBerhampur Call Girl Just Call 8084732287 Top Class Call Girl Service Available
Berhampur Call Girl Just Call 8084732287 Top Class Call Girl Service Availablepr788182
 
Cannabis Legalization World Map: 2024 Updated
Cannabis Legalization World Map: 2024 UpdatedCannabis Legalization World Map: 2024 Updated
Cannabis Legalization World Map: 2024 UpdatedCannaBusinessPlans
 
Berhampur CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDING
Berhampur CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDINGBerhampur CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDING
Berhampur CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDINGpr788182
 
Escorts in Nungambakkam Phone 8250092165 Enjoy 24/7 Escort Service Enjoy Your...
Escorts in Nungambakkam Phone 8250092165 Enjoy 24/7 Escort Service Enjoy Your...Escorts in Nungambakkam Phone 8250092165 Enjoy 24/7 Escort Service Enjoy Your...
Escorts in Nungambakkam Phone 8250092165 Enjoy 24/7 Escort Service Enjoy Your...meghakumariji156
 
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai KuwaitThe Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwaitdaisycvs
 
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...daisycvs
 
Lundin Gold - Q1 2024 Conference Call Presentation (Revised)
Lundin Gold - Q1 2024 Conference Call Presentation (Revised)Lundin Gold - Q1 2024 Conference Call Presentation (Revised)
Lundin Gold - Q1 2024 Conference Call Presentation (Revised)Adnet Communications
 
Putting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptxPutting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptxCynthia Clay
 
PHX May 2024 Corporate Presentation Final
PHX May 2024 Corporate Presentation FinalPHX May 2024 Corporate Presentation Final
PHX May 2024 Corporate Presentation FinalPanhandleOilandGas
 
QSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptx
QSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptxQSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptx
QSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptxDitasDelaCruz
 
Marel Q1 2024 Investor Presentation from May 8, 2024
Marel Q1 2024 Investor Presentation from May 8, 2024Marel Q1 2024 Investor Presentation from May 8, 2024
Marel Q1 2024 Investor Presentation from May 8, 2024Marel
 
Kalyan Call Girl 98350*37198 Call Girls in Escort service book now
Kalyan Call Girl 98350*37198 Call Girls in Escort service book nowKalyan Call Girl 98350*37198 Call Girls in Escort service book now
Kalyan Call Girl 98350*37198 Call Girls in Escort service book nowranineha57744
 

Recently uploaded (20)

SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 MonthsSEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
 
New 2024 Cannabis Edibles Investor Pitch Deck Template
New 2024 Cannabis Edibles Investor Pitch Deck TemplateNew 2024 Cannabis Edibles Investor Pitch Deck Template
New 2024 Cannabis Edibles Investor Pitch Deck Template
 
Falcon Invoice Discounting: Unlock Your Business Potential
Falcon Invoice Discounting: Unlock Your Business PotentialFalcon Invoice Discounting: Unlock Your Business Potential
Falcon Invoice Discounting: Unlock Your Business Potential
 
Falcon Invoice Discounting: Empowering Your Business Growth
Falcon Invoice Discounting: Empowering Your Business GrowthFalcon Invoice Discounting: Empowering Your Business Growth
Falcon Invoice Discounting: Empowering Your Business Growth
 
Durg CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN durg ESCORTS
Durg CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN durg ESCORTSDurg CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN durg ESCORTS
Durg CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN durg ESCORTS
 
JAJPUR CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN JAJPUR ESCORTS
JAJPUR CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN JAJPUR ESCORTSJAJPUR CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN JAJPUR ESCORTS
JAJPUR CALL GIRL ❤ 82729*64427❤ CALL GIRLS IN JAJPUR ESCORTS
 
Berhampur Call Girl Just Call 8084732287 Top Class Call Girl Service Available
Berhampur Call Girl Just Call 8084732287 Top Class Call Girl Service AvailableBerhampur Call Girl Just Call 8084732287 Top Class Call Girl Service Available
Berhampur Call Girl Just Call 8084732287 Top Class Call Girl Service Available
 
Cannabis Legalization World Map: 2024 Updated
Cannabis Legalization World Map: 2024 UpdatedCannabis Legalization World Map: 2024 Updated
Cannabis Legalization World Map: 2024 Updated
 
Berhampur CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDING
Berhampur CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDINGBerhampur CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDING
Berhampur CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDING
 
Escorts in Nungambakkam Phone 8250092165 Enjoy 24/7 Escort Service Enjoy Your...
Escorts in Nungambakkam Phone 8250092165 Enjoy 24/7 Escort Service Enjoy Your...Escorts in Nungambakkam Phone 8250092165 Enjoy 24/7 Escort Service Enjoy Your...
Escorts in Nungambakkam Phone 8250092165 Enjoy 24/7 Escort Service Enjoy Your...
 
Buy gmail accounts.pdf buy Old Gmail Accounts
Buy gmail accounts.pdf buy Old Gmail AccountsBuy gmail accounts.pdf buy Old Gmail Accounts
Buy gmail accounts.pdf buy Old Gmail Accounts
 
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai KuwaitThe Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
 
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
 
Lundin Gold - Q1 2024 Conference Call Presentation (Revised)
Lundin Gold - Q1 2024 Conference Call Presentation (Revised)Lundin Gold - Q1 2024 Conference Call Presentation (Revised)
Lundin Gold - Q1 2024 Conference Call Presentation (Revised)
 
HomeRoots Pitch Deck | Investor Insights | April 2024
HomeRoots Pitch Deck | Investor Insights | April 2024HomeRoots Pitch Deck | Investor Insights | April 2024
HomeRoots Pitch Deck | Investor Insights | April 2024
 
Putting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptxPutting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptx
 
PHX May 2024 Corporate Presentation Final
PHX May 2024 Corporate Presentation FinalPHX May 2024 Corporate Presentation Final
PHX May 2024 Corporate Presentation Final
 
QSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptx
QSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptxQSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptx
QSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptx
 
Marel Q1 2024 Investor Presentation from May 8, 2024
Marel Q1 2024 Investor Presentation from May 8, 2024Marel Q1 2024 Investor Presentation from May 8, 2024
Marel Q1 2024 Investor Presentation from May 8, 2024
 
Kalyan Call Girl 98350*37198 Call Girls in Escort service book now
Kalyan Call Girl 98350*37198 Call Girls in Escort service book nowKalyan Call Girl 98350*37198 Call Girls in Escort service book now
Kalyan Call Girl 98350*37198 Call Girls in Escort service book now
 

Retaining Customers In An Economic Downturn03

  • 1. Paul Greenberg Author: CRM at the Speed of Light
  • 2. Caveat #1: I’m not an economist
  • 3. Caveat #2: CRM is not a panacea
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22. Author: CRM at the Speed of Light (4th Edition, February 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog: http://the56group.typepad.com ZDNET Blog: http://blogs.zdnet.com/crm Email: [email_address] Twitter: http://www.twitter.com/pgreenbe Cell phone: 703-551-2337 THANK YOU

Editor's Notes

  1. 06/07/09 15:24 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.