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17 September 2009
Outlines ,[object Object],[object Object],[object Object],[object Object],[object Object]
Relationship Marketing ,[object Object],[object Object],[object Object],[object Object]
Customer Relationship Management (CRM) ,[object Object],[object Object],[object Object],[object Object],[object Object]
CRM  cont … .. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Relationship Levels and Tools ,[object Object],[object Object],[object Object],[object Object],[object Object]
Changing Nature Of Customer Relationship ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Relating With More Carefully Selected Customer ,[object Object],[object Object],[object Object],[object Object]
Relating For Long Term  ,[object Object],[object Object]
Why Companies Emphasis This  ,[object Object],[object Object],[object Object],[object Object]
Relating directly ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Partner Relationship Management  ,[object Object],[object Object],[object Object]
Partners Inside Company ,[object Object],[object Object],[object Object],[object Object],[object Object]
Partners Outside The Company ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Capturing value from customer ,[object Object],[object Object],[object Object],[object Object]
Creating Customer Loyalty And Retention ,[object Object],[object Object],[object Object],[object Object]
Growing Customer Share  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Building Customer Equity ,[object Object],[object Object]
Building Right Relationship With Right Customer ,[object Object],[object Object],[object Object],[object Object]
Building Right Relationship With Right Customer High  profitability Low profitability profitability Loyalty Short term customer Long term customer Butterflies Good fit between  company’s offering and customer’s need: high  profit potential True friends Good fit between  Company’s offering and Customer need: highest profit potential Strangers Little fit between  Company’s offering and Customer’s need: lowest Profit potential Barnacles limited fit between  Company’s offering and Customer need: low profit potential
The new Marketing Landscape ,[object Object],[object Object],[object Object],[object Object]

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B.Com 07-11, Lecture 4

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  • 20. Building Right Relationship With Right Customer High profitability Low profitability profitability Loyalty Short term customer Long term customer Butterflies Good fit between company’s offering and customer’s need: high profit potential True friends Good fit between Company’s offering and Customer need: highest profit potential Strangers Little fit between Company’s offering and Customer’s need: lowest Profit potential Barnacles limited fit between Company’s offering and Customer need: low profit potential
  • 21.