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CRM 101


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CRM 101

  1. 1. A point of view on CRM - By Rajiv Hiremagalur
  2. 2.  CRM is a company’s capability to customize the interaction with an individual or a group of customers to develop specific mutually beneficial relationship to maximize the overall value of the company.
  3. 3.  Where there is frequent repurchase Where the repurchase is of significant value When there is an opportunity to customize When there is an opportunity to cross sell
  4. 4.  Clear understanding of corporate goals Senior management commitment Ability to execute change Commitment to funding Availability and integrity of data
  5. 5.  How can I determine a customer’s value? How can I Identify my most valuable customers? How does the behavior of my most valuable customers differ? How can I group my valuable customers? What can I customize my interaction with my most valuable customers? How can I retain/enhance the value of a customer? How can I attract more such valuable customers? How can I disengage with unprofitable customers?s