This document discusses the evolution of customer relationship management (CRM) in marketing from the 1960s to present day. It begins with motivational research and product marketing in the 1960s when brand was most important. It moves to target marketing in the 1980s when customer data became as valuable as product data. Relationship marketing developed in the 1990s to focus on retaining individual customers. The document outlines various CRM marketing initiatives used today like cross-selling, up-selling, customer retention, behavior prediction, and personalization. It also discusses challenges like customer privacy and keys to successful CRM like understanding customer preferences.
This document discusses the evolution of marketing from motivational research and product marketing to more targeted approaches like relationship marketing and CRM initiatives. It outlines several CRM strategies including cross-selling, up-selling, customer retention, behavior prediction, and personalization. The document also discusses how tools like campaign management, clickstream analysis, and event-based marketing can enhance CRM. Finally, it provides examples of how companies like Eddie Bauer have successfully implemented CRM to improve customer relationships and business performance.
Lifecycle marketing is a customer-centric approach that leverages customer behavioral data and past purchase patterns to predict future behaviors and develop targeted communications. It aims to maximize customer lifetime value through relevant communications sent at key points in a customer's journey. The document discusses the foundation and benefits of lifecycle marketing, providing examples of how behavioral data can be used to incent desired purchases or re-engage lapsed customers. It also notes that lifecycle marketing works best for industries with frequent customer interactions and purchase data.
A Pinpoint Systems Corporation white paper discussing how companies must transform from being about them to being about the customer by:
-Committing to a philosophical and cultural shift
-Centralizing the 360° view of customer information
-Enabling intelligent outreach
-Enabling intelligent dialog
To support organizations in making the transformation from a product- and channel- focused organization to one focused on the customer, Pinpoint Systems has applied their expertise in the customer-centric space to create the Marketing System of Record solution, powered by the efficiency of the IBM Enterprise Marketing Management platform.
The tracking features of the solution allow analysts to complete these tasks:
• Attribute customer actions to specific campaigns and target cells.
• Use campaign and response history for audience selection and segmentation.
• Compute standard campaign performance metrics.
• Automatically report those metrics, as well as emerging sales trends, to product managers and other stakeholders.
This document provides an overview of developing an effective customer marketing strategy. It discusses defining goals, understanding target audiences through customer personas and segmentation, mapping products to customer segments, and designing a demand generation strategy. The strategy aims to increase retention, cross-sell, and upsell existing customers by delivering personalized experiences across the customer lifecycle. An effective strategy requires alignment between various teams like marketing, sales, success, and understanding each customer's journey.
The document discusses customer segmentation, which is the process of dividing customers into groups based on shared attributes. This allows companies to better understand their audiences and connect with different customer segments. The document outlines several types of segmentation approaches and bases that can be used, including demographic, behavioral, and needs-based segmentation. It also discusses the benefits of customer segmentation, such as improved targeting, customization, and profitability, as well as some potential drawbacks like increased costs and effort. Overall, the document promotes the use of customer segmentation to gain insights into customer journeys and needs.
Unit 2 focuses on key CRM concepts like cross-selling, up-selling, customer retention, personalization, and data management. It discusses CRM applications in marketing, customer service, and data analysis. Customer relationship management aims to understand customer needs and provide personalized experiences through tools like collaborative filtering, clickstream analysis, and different types of data collection and analysis.
This document discusses the evolution of marketing from motivational research and product marketing to more targeted approaches like relationship marketing and CRM initiatives. It outlines several CRM strategies including cross-selling, up-selling, customer retention, behavior prediction, and personalization. The document also discusses how tools like campaign management, clickstream analysis, and event-based marketing can enhance CRM. Finally, it provides examples of how companies like Eddie Bauer have successfully implemented CRM to improve customer relationships and business performance.
Lifecycle marketing is a customer-centric approach that leverages customer behavioral data and past purchase patterns to predict future behaviors and develop targeted communications. It aims to maximize customer lifetime value through relevant communications sent at key points in a customer's journey. The document discusses the foundation and benefits of lifecycle marketing, providing examples of how behavioral data can be used to incent desired purchases or re-engage lapsed customers. It also notes that lifecycle marketing works best for industries with frequent customer interactions and purchase data.
A Pinpoint Systems Corporation white paper discussing how companies must transform from being about them to being about the customer by:
-Committing to a philosophical and cultural shift
-Centralizing the 360° view of customer information
-Enabling intelligent outreach
-Enabling intelligent dialog
To support organizations in making the transformation from a product- and channel- focused organization to one focused on the customer, Pinpoint Systems has applied their expertise in the customer-centric space to create the Marketing System of Record solution, powered by the efficiency of the IBM Enterprise Marketing Management platform.
The tracking features of the solution allow analysts to complete these tasks:
• Attribute customer actions to specific campaigns and target cells.
• Use campaign and response history for audience selection and segmentation.
• Compute standard campaign performance metrics.
• Automatically report those metrics, as well as emerging sales trends, to product managers and other stakeholders.
This document provides an overview of developing an effective customer marketing strategy. It discusses defining goals, understanding target audiences through customer personas and segmentation, mapping products to customer segments, and designing a demand generation strategy. The strategy aims to increase retention, cross-sell, and upsell existing customers by delivering personalized experiences across the customer lifecycle. An effective strategy requires alignment between various teams like marketing, sales, success, and understanding each customer's journey.
The document discusses customer segmentation, which is the process of dividing customers into groups based on shared attributes. This allows companies to better understand their audiences and connect with different customer segments. The document outlines several types of segmentation approaches and bases that can be used, including demographic, behavioral, and needs-based segmentation. It also discusses the benefits of customer segmentation, such as improved targeting, customization, and profitability, as well as some potential drawbacks like increased costs and effort. Overall, the document promotes the use of customer segmentation to gain insights into customer journeys and needs.
Unit 2 focuses on key CRM concepts like cross-selling, up-selling, customer retention, personalization, and data management. It discusses CRM applications in marketing, customer service, and data analysis. Customer relationship management aims to understand customer needs and provide personalized experiences through tools like collaborative filtering, clickstream analysis, and different types of data collection and analysis.
CRM refers to Customer Relationship Management. It is a process that addresses all aspects of identifying customers, creating customer knowledge, building customer relationships and shaping their perceptions of the organization and its products. CRM aims to develop and maintain long-term relationships with strategically significant customers through an IT-enabled business strategy that optimizes profitability, revenue and customer satisfaction. Successful CRM requires gathering customer data from various touchpoints and analyzing it to gain insights to improve customer satisfaction and organizational performance.
This document provides an overview of customer relationship marketing (CRM). It defines CRM as a business process focused on building customer loyalty and brand value through marketing strategies. The document outlines the evolution of CRM from a transactional focus in earlier periods to a relationship focus today. It discusses frameworks for implementing CRM, including segmenting customers, developing relationship marketing strategies and programs, and measuring customer satisfaction and retention. The document also provides case studies on CRM practices of Volkswagen India and relationship marketing benefits for the Sheraton Suites hotel.
This document discusses customer relationship management (CRM) strategies used by retailers. It defines CRM as building relationships with customers to increase profitability by developing a base of loyal customers. The CRM process involves collecting customer data, analyzing it to identify best customers, developing CRM programs, and implementing programs. Key aspects covered include determining customer lifetime value, identifying most and least profitable customer segments, and approaches to retain best customers like loyalty programs and personalization while converting good customers and getting rid of unprofitable customers. The document also discusses privacy concerns and regulations around customer data collection and use.
Following Your Customers Purchasing Processpmmcleod
This white paper outlines why you need to
change your marketing behaviour so it
matches the purchasing behaviour of
your customer. Applying the the Marketing Lens approach will ensure that your brand is present where your customers are.
The document discusses customer relationship management (CRM) and electronic customer relationship management (eCRM). It outlines several key aspects of CRM, including acquiring and retaining customers, increasing customer satisfaction and loyalty, understanding customer needs and behaviors, and using marketing campaigns and technologies like data analysis to improve customer interactions and relationships. The document then discusses how eCRM uses electronic channels like websites and messaging to connect with customers and enhance the customer experience across different customer touchpoints. It emphasizes integrating online channels with traditional channels to implement a holistic CRM strategy.
The document discusses business buyer behaviour and the business buying process. It explains that business buying involves identifying organizational needs, specifying product requirements, searching for suppliers, selecting suppliers, and reviewing purchases. The buying process is more complex than consumer buying and involves multiple decision makers within a company. Key differences between business and consumer buying include business needs versus consumer wants, smaller and specialized business markets, higher value individual buyers, and a longer, more formal multi-step buying process. The document also outlines different business buying situations such as new tasks and modified rebuys.
The document discusses key concepts in marketing such as defining marketing as creating value for customers to build relationships and capture value in return. It outlines the marketing process of understanding customer needs, designing a customer-driven strategy, creating value, building relationships, and capturing value from customers to create profits. The document also compares different organizational concepts in marketing like production, product, and selling concepts, and emphasizes that the marketing concept of knowing customer needs and satisfying them better than competitors is most effective.
This document discusses customer relationship management and relationship marketing. It explains that relationship marketing focuses on maintaining and enhancing relationships with customers over time through personalized communication, rather than one-time transactions. The key aspects of customer relationship management are identifying customers, attracting them, retaining them by ensuring satisfaction, and developing the relationship over time. Relationship marketing aims to convert customers into loyal advocates by providing a high level of customization and establishing a long-term bond and commitment.
2.1 relationship marketing operational and analytic crm 2016 shortSilvio Filippi
Here are some potential pricing strategies to build customer relationships in different product categories:
Automotives:
- Loyalty programs (e.g. discounts for repeat/regular customers)
- Package deals bundling maintenance/repairs
- Graded pricing based on relationship level (new vs loyal customer)
Clothing retailer:
- Membership rewards program with points for purchases
- Exclusive discounts/offers for members
- Customization/personalization options for loyal customers
Online store:
- Tiered pricing with better deals for higher purchase volumes
- Subscription models with recurring/automatic discounts
- Bundled offerings to encourage repeat purchases
Restaurant:
- Loyalty cards/apps
Marketing involves identifying and satisfying customer needs profitably. It encompasses the 7Ps - product, price, place, promotion, people, process, and physical evidence. Developing an effective marketing strategy requires understanding customers and coordinating the 7Ps through a planning process. The strategy is then implemented through a specific action plan that is constantly revised based on ongoing research and progress.
Reliance Retail has shifted its marketing strategy from smaller stores to larger hypermarkets ranging between 60,000-80,000 square feet that stock a wide variety of products from food to apparel to furniture. Customer relationships are important in the highly competitive retail industry, and retailers must focus on providing memorable customer experiences in order to retain customers and prevent them from defecting to competitors. People interaction is high in the retail sector, and customers expect offers and promotions from retailers.
Human: Thank you for the summary. Here is another document for you to summarize:
[DOCUMENT]:
Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create
Market, definition of Marketing, Scopes of Marketing, Nature of Marketing, Functions of Marketing, Marketing vs. selling, Roles and Functions of Marketing Manager Marketing Environment and much more.
Chapter 1 Creating And Capturing Customer ValueKathyBright
This document defines marketing and discusses the marketing process. It explains that marketing involves understanding customer needs, designing a customer-driven strategy to deliver value, building relationships, and capturing value from customers. The document also discusses trends like digitalization, globalization, and the importance of ethics. It emphasizes satisfying customer needs over selling and defines key concepts like the marketing mix, segmentation, value propositions, and customer relationship management.
This document provides an overview of marketing and sales strategies for entrepreneurs and startups. It discusses key concepts like the sales process, sales funnel, understanding customer behavior, and the 4Ps of marketing - product, price, place, and promotion. Specific tips covered include cold calling prospects, closing deals, asking for referrals, exhibiting at trade shows, content marketing, digital marketing tactics, and challenges of global marketing. The document also outlines what investors look for in a marketing plan such as target segments, growth rates, cost of customer acquisition, sales cycle, partnerships, and competitive landscape.
This document discusses the evolving role of the customer marketer. It begins by contrasting the traditional role of customer marketer, which focused on campaigns, to the current role, which emphasizes ongoing customer relationships and engagement. The modern customer marketer is challenged with measuring the impact of engagement activities and proving the value of customer marketing. Key metrics for success discussed include renewal rates, referrals, references, and advocacy/engagement. Overall, the role of the customer marketer is shifting from campaigns to building deep, long-term customer relationships and experiences.
This document provides definitions and explanations of key marketing concepts including the marketing mix (7Ps), types of marketing, and marketing definitions. It discusses the marketing mix elements of product, price, place, promotion, people, process, and physical evidence. It provides details on different pricing strategies, types of marketing like mass, direct, and internet marketing. Overall, the document serves as a comprehensive overview of fundamental marketing principles.
This document provides an overview of marketing concepts and frameworks. It discusses key topics such as:
- Definitions of marketing as managing profitable customer relationships and obtaining what individuals and organizations need through value exchange.
- The marketing process of understanding customer needs, designing strategies to meet them, implementing plans, building relationships, and capturing value.
- Frameworks for understanding customers including needs, wants, demands and market offerings.
- Guiding philosophies for marketing strategies such as the production, product, selling, marketing and societal concepts.
- Elements of an integrated marketing plan including the 4Ps and developing customer relationships through value, satisfaction and relationship building programs.
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, productivity, and more.
A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.
Văn hoá tổ chức (organizational culture) là tập hợp các giá trị, quan niệm, thái độ, hành vi và phương thức hoạt động được chia sẻ và chấp nhận trong một tổ chức. Nó phản ánh cách mà các thành viên trong tổ chức tương tác với nhau, với khách hàng và với môi trường xung quanh. Văn hoá tổ chức có thể được xem như là một tập hợp các quy tắc không chính thức nhưng rất quan trọng, giúp xác định cách thức các thành viên trong tổ chức làm việc, nghĩ và tương tác với nhau.
Văn hoá tổ chức còn được coi là một yếu tố quan trọng trong việc hình thành và phát triển sự nghiệp, tạo sự khác biệt giữa các tổ chức và giúp tổ chức phát triển một danh tiếng tốt trong mắt khách hàng, nhà đầu tư và cộng đồng.
CRM refers to Customer Relationship Management. It is a process that addresses all aspects of identifying customers, creating customer knowledge, building customer relationships and shaping their perceptions of the organization and its products. CRM aims to develop and maintain long-term relationships with strategically significant customers through an IT-enabled business strategy that optimizes profitability, revenue and customer satisfaction. Successful CRM requires gathering customer data from various touchpoints and analyzing it to gain insights to improve customer satisfaction and organizational performance.
This document provides an overview of customer relationship marketing (CRM). It defines CRM as a business process focused on building customer loyalty and brand value through marketing strategies. The document outlines the evolution of CRM from a transactional focus in earlier periods to a relationship focus today. It discusses frameworks for implementing CRM, including segmenting customers, developing relationship marketing strategies and programs, and measuring customer satisfaction and retention. The document also provides case studies on CRM practices of Volkswagen India and relationship marketing benefits for the Sheraton Suites hotel.
This document discusses customer relationship management (CRM) strategies used by retailers. It defines CRM as building relationships with customers to increase profitability by developing a base of loyal customers. The CRM process involves collecting customer data, analyzing it to identify best customers, developing CRM programs, and implementing programs. Key aspects covered include determining customer lifetime value, identifying most and least profitable customer segments, and approaches to retain best customers like loyalty programs and personalization while converting good customers and getting rid of unprofitable customers. The document also discusses privacy concerns and regulations around customer data collection and use.
Following Your Customers Purchasing Processpmmcleod
This white paper outlines why you need to
change your marketing behaviour so it
matches the purchasing behaviour of
your customer. Applying the the Marketing Lens approach will ensure that your brand is present where your customers are.
The document discusses customer relationship management (CRM) and electronic customer relationship management (eCRM). It outlines several key aspects of CRM, including acquiring and retaining customers, increasing customer satisfaction and loyalty, understanding customer needs and behaviors, and using marketing campaigns and technologies like data analysis to improve customer interactions and relationships. The document then discusses how eCRM uses electronic channels like websites and messaging to connect with customers and enhance the customer experience across different customer touchpoints. It emphasizes integrating online channels with traditional channels to implement a holistic CRM strategy.
The document discusses business buyer behaviour and the business buying process. It explains that business buying involves identifying organizational needs, specifying product requirements, searching for suppliers, selecting suppliers, and reviewing purchases. The buying process is more complex than consumer buying and involves multiple decision makers within a company. Key differences between business and consumer buying include business needs versus consumer wants, smaller and specialized business markets, higher value individual buyers, and a longer, more formal multi-step buying process. The document also outlines different business buying situations such as new tasks and modified rebuys.
The document discusses key concepts in marketing such as defining marketing as creating value for customers to build relationships and capture value in return. It outlines the marketing process of understanding customer needs, designing a customer-driven strategy, creating value, building relationships, and capturing value from customers to create profits. The document also compares different organizational concepts in marketing like production, product, and selling concepts, and emphasizes that the marketing concept of knowing customer needs and satisfying them better than competitors is most effective.
This document discusses customer relationship management and relationship marketing. It explains that relationship marketing focuses on maintaining and enhancing relationships with customers over time through personalized communication, rather than one-time transactions. The key aspects of customer relationship management are identifying customers, attracting them, retaining them by ensuring satisfaction, and developing the relationship over time. Relationship marketing aims to convert customers into loyal advocates by providing a high level of customization and establishing a long-term bond and commitment.
2.1 relationship marketing operational and analytic crm 2016 shortSilvio Filippi
Here are some potential pricing strategies to build customer relationships in different product categories:
Automotives:
- Loyalty programs (e.g. discounts for repeat/regular customers)
- Package deals bundling maintenance/repairs
- Graded pricing based on relationship level (new vs loyal customer)
Clothing retailer:
- Membership rewards program with points for purchases
- Exclusive discounts/offers for members
- Customization/personalization options for loyal customers
Online store:
- Tiered pricing with better deals for higher purchase volumes
- Subscription models with recurring/automatic discounts
- Bundled offerings to encourage repeat purchases
Restaurant:
- Loyalty cards/apps
Marketing involves identifying and satisfying customer needs profitably. It encompasses the 7Ps - product, price, place, promotion, people, process, and physical evidence. Developing an effective marketing strategy requires understanding customers and coordinating the 7Ps through a planning process. The strategy is then implemented through a specific action plan that is constantly revised based on ongoing research and progress.
Reliance Retail has shifted its marketing strategy from smaller stores to larger hypermarkets ranging between 60,000-80,000 square feet that stock a wide variety of products from food to apparel to furniture. Customer relationships are important in the highly competitive retail industry, and retailers must focus on providing memorable customer experiences in order to retain customers and prevent them from defecting to competitors. People interaction is high in the retail sector, and customers expect offers and promotions from retailers.
Human: Thank you for the summary. Here is another document for you to summarize:
[DOCUMENT]:
Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create
Market, definition of Marketing, Scopes of Marketing, Nature of Marketing, Functions of Marketing, Marketing vs. selling, Roles and Functions of Marketing Manager Marketing Environment and much more.
Chapter 1 Creating And Capturing Customer ValueKathyBright
This document defines marketing and discusses the marketing process. It explains that marketing involves understanding customer needs, designing a customer-driven strategy to deliver value, building relationships, and capturing value from customers. The document also discusses trends like digitalization, globalization, and the importance of ethics. It emphasizes satisfying customer needs over selling and defines key concepts like the marketing mix, segmentation, value propositions, and customer relationship management.
This document provides an overview of marketing and sales strategies for entrepreneurs and startups. It discusses key concepts like the sales process, sales funnel, understanding customer behavior, and the 4Ps of marketing - product, price, place, and promotion. Specific tips covered include cold calling prospects, closing deals, asking for referrals, exhibiting at trade shows, content marketing, digital marketing tactics, and challenges of global marketing. The document also outlines what investors look for in a marketing plan such as target segments, growth rates, cost of customer acquisition, sales cycle, partnerships, and competitive landscape.
This document discusses the evolving role of the customer marketer. It begins by contrasting the traditional role of customer marketer, which focused on campaigns, to the current role, which emphasizes ongoing customer relationships and engagement. The modern customer marketer is challenged with measuring the impact of engagement activities and proving the value of customer marketing. Key metrics for success discussed include renewal rates, referrals, references, and advocacy/engagement. Overall, the role of the customer marketer is shifting from campaigns to building deep, long-term customer relationships and experiences.
This document provides definitions and explanations of key marketing concepts including the marketing mix (7Ps), types of marketing, and marketing definitions. It discusses the marketing mix elements of product, price, place, promotion, people, process, and physical evidence. It provides details on different pricing strategies, types of marketing like mass, direct, and internet marketing. Overall, the document serves as a comprehensive overview of fundamental marketing principles.
This document provides an overview of marketing concepts and frameworks. It discusses key topics such as:
- Definitions of marketing as managing profitable customer relationships and obtaining what individuals and organizations need through value exchange.
- The marketing process of understanding customer needs, designing strategies to meet them, implementing plans, building relationships, and capturing value.
- Frameworks for understanding customers including needs, wants, demands and market offerings.
- Guiding philosophies for marketing strategies such as the production, product, selling, marketing and societal concepts.
- Elements of an integrated marketing plan including the 4Ps and developing customer relationships through value, satisfaction and relationship building programs.
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, productivity, and more.
A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.
Văn hoá tổ chức (organizational culture) là tập hợp các giá trị, quan niệm, thái độ, hành vi và phương thức hoạt động được chia sẻ và chấp nhận trong một tổ chức. Nó phản ánh cách mà các thành viên trong tổ chức tương tác với nhau, với khách hàng và với môi trường xung quanh. Văn hoá tổ chức có thể được xem như là một tập hợp các quy tắc không chính thức nhưng rất quan trọng, giúp xác định cách thức các thành viên trong tổ chức làm việc, nghĩ và tương tác với nhau.
Văn hoá tổ chức còn được coi là một yếu tố quan trọng trong việc hình thành và phát triển sự nghiệp, tạo sự khác biệt giữa các tổ chức và giúp tổ chức phát triển một danh tiếng tốt trong mắt khách hàng, nhà đầu tư và cộng đồng.
Quản lý sự thay đổi trong tổ chức là quá trình quản lý các hoạt động thay đổi để đảm bảo tổ chức hoạt động hiệu quả và đáp ứng được các yêu cầu mới từ thị trường và khách hàng.
Thiết kế tổ chức là quá trình tạo ra một cấu trúc tổ chức và phân bổ các nhiệm vụ, trách nhiệm, quyền lực và tài nguyên trong tổ chức để đạt được mục tiêu và nhiệm vụ của nó một cách hiệu quả. Quá trình này bao gồm định vị vị trí, xác định các chức năng và phân công nhiệm vụ cho từng cá nhân, xác định mối quan hệ giữa các đơn vị và nhân viên trong tổ chức, và thiết lập các quy trình và chuẩn mực cho hoạt động của tổ chức.
Thiết kế tổ chức là quá trình tạo ra một cấu trúc tổ chức và phân bổ các nhiệm vụ, trách nhiệm, quyền lực và tài nguyên trong tổ chức để đạt được mục tiêu và nhiệm vụ của nó một cách hiệu quả. Quá trình này bao gồm định vị vị trí, xác định các chức năng và phân công nhiệm vụ cho từng cá nhân, xác định mối quan hệ giữa các đơn vị và nhân viên trong tổ chức, và thiết lập các quy trình và chuẩn mực cho hoạt động của tổ chức.
Lãnh đạo trong môi trường doanh nghiệp.pdfBizPub VN
Lãnh đạo là quá trình hướng dẫn, điều hành và động viên một nhóm người hoặc một tổ chức để đạt được một mục tiêu chung. Lãnh đạo có thể được thực hiện bởi một cá nhân hoặc một nhóm, và đòi hỏi một loạt các kỹ năng và phẩm chất, bao gồm khả năng tương tác xã hội, khả năng giải quyết vấn đề, khả năng quản lý thời gian và tài nguyên, khả năng định hướng và cảm hứng, và khả năng thích ứng với thay đổi.
Lãnh đạo không chỉ đơn thuần là việc đưa ra quyết định và chỉ đạo, mà còn liên quan đến việc tạo ra một môi trường làm việc tích cực, khuyến khích sự phát triển của nhân viên, đẩy mạnh sự sáng tạo và đổi mới trong tổ chức, và xây dựng một tinh thần đoàn kết và trách nhiệm trong nhóm hoặc tổ chức.
Các loại lãnh đạo khác nhau bao gồm lãnh đạo theo phong cách cổ điển, lãnh đạo đương đại, lãnh đạo theo mục tiêu, lãnh đạo động lực, lãnh đạo theo giá trị, và nhiều loại khác. Mỗi loại lãnh đạo có các phương pháp và phong cách riêng để giải quyết các thách thức và đạt được mục tiêu của tổ chức.
Xung đột tại nơi làm việc là tình huống khi có sự bất đồng hoặc mâu thuẫn giữa các nhân viên hoặc giữa nhân viên và quản lý trong quá trình làm việc. Xung đột có thể xuất hiện trong nhiều hình thức khác nhau, bao gồm:
Xung đột về mục tiêu công việc: Đây là tình huống khi các nhân viên hoặc các nhóm trong công ty có mục tiêu khác nhau và không đồng ý về cách tiếp cận công việc.
Xung đột về quyền lợi và trách nhiệm: Đây là tình huống khi các nhân viên không đồng ý về phân chia trách nhiệm hoặc phân chia quyền lợi trong công việc.
Xung đột về tư duy và cách làm việc: Đây là tình huống khi các nhân viên không đồng ý về cách tiếp cận công việc, cách giải quyết vấn đề, hoặc cách làm việc khác nhau.
Xung đột về tính cách và giá trị: Đây là tình huống khi các nhân viên có tính cách, giá trị hoặc ưu tiên khác nhau, dẫn đến mâu thuẫn trong công việc hoặc quan hệ cá nhân.
Tuy nhiên, xung đột cũng có thể giúp tăng cường sáng tạo, thúc đẩy sự phát triển và cải tiến. Quan trọng là đối phó với xung đột một cách tích cực và xây dựng một môi trường làm việc tích cực để giải quyết xung đột một cách hiệu quả. Các giải pháp như đối thoại, thương lượng và giải quyết tranh chấp có thể được sử dụng để xử lý xung đột và đưa ra giải pháp tốt nhất cho công ty.
Làm việc nhóm có nhiều tác dụng tích cực, bao gồm:
Tăng hiệu suất làm việc: Làm việc nhóm giúp các thành viên có thể tận dụng những ưu điểm của nhau để hoàn thành công việc hiệu quả hơn và nhanh chóng hơn.
Tăng độ sáng tạo: Với sự đa dạng về kinh nghiệm, kiến thức và tư duy, các thành viên trong nhóm có thể đưa ra nhiều ý tưởng mới và phát triển nhanh chóng hơn so với làm việc độc lập.
Tăng khả năng giải quyết vấn đề: Khi làm việc nhóm, các thành viên có thể trao đổi, thảo luận và tìm ra các giải pháp tốt nhất cho vấn đề, giúp cải thiện khả năng giải quyết vấn đề của nhóm.
Cải thiện quan hệ giữa các thành viên: Làm việc nhóm giúp các thành viên có thể tương tác và giao tiếp với nhau nhiều hơn, cải thiện mối quan hệ giữa các thành viên, tạo ra một môi trường làm việc tích cực và đoàn kết hơn.
Tiết kiệm thời gian và tài nguyên: Làm việc nhóm giúp phân chia công việc, tận dụng tài nguyên của mỗi thành viên để hoàn thành công việc nhanh chóng hơn, giảm thiểu thời gian và tài nguyên cần thiết cho việc hoàn thành công việc.
Làm việc nhóm có nhiều tác dụng tích cực, bao gồm:
Tăng hiệu suất làm việc: Làm việc nhóm giúp các thành viên có thể tận dụng những ưu điểm của nhau để hoàn thành công việc hiệu quả hơn và nhanh chóng hơn.
Tăng độ sáng tạo: Với sự đa dạng về kinh nghiệm, kiến thức và tư duy, các thành viên trong nhóm có thể đưa ra nhiều ý tưởng mới và phát triển nhanh chóng hơn so với làm việc độc lập.
Tăng khả năng giải quyết vấn đề: Khi làm việc nhóm, các thành viên có thể trao đổi, thảo luận và tìm ra các giải pháp tốt nhất cho vấn đề, giúp cải thiện khả năng giải quyết vấn đề của nhóm.
Cải thiện quan hệ giữa các thành viên: Làm việc nhóm giúp các thành viên có thể tương tác và giao tiếp với nhau nhiều hơn, cải thiện mối quan hệ giữa các thành viên, tạo ra một môi trường làm việc tích cực và đoàn kết hơn.
Tiết kiệm thời gian và tài nguyên: Làm việc nhóm giúp phân chia công việc, tận dụng tài nguyên của mỗi thành viên để hoàn thành công việc nhanh chóng hơn, giảm thiểu thời gian và tài nguyên cần thiết cho việc hoàn thành công việc.
Làm việc nhóm có nhiều tác dụng tích cực, bao gồm:
Tăng hiệu suất làm việc: Làm việc nhóm giúp các thành viên có thể tận dụng những ưu điểm của nhau để hoàn thành công việc hiệu quả hơn và nhanh chóng hơn.
Tăng độ sáng tạo: Với sự đa dạng về kinh nghiệm, kiến thức và tư duy, các thành viên trong nhóm có thể đưa ra nhiều ý tưởng mới và phát triển nhanh chóng hơn so với làm việc độc lập.
Tăng khả năng giải quyết vấn đề: Khi làm việc nhóm, các thành viên có thể trao đổi, thảo luận và tìm ra các giải pháp tốt nhất cho vấn đề, giúp cải thiện khả năng giải quyết vấn đề của nhóm.
Cải thiện quan hệ giữa các thành viên: Làm việc nhóm giúp các thành viên có thể tương tác và giao tiếp với nhau nhiều hơn, cải thiện mối quan hệ giữa các thành viên, tạo ra một môi trường làm việc tích cực và đoàn kết hơn.
Tiết kiệm thời gian và tài nguyên: Làm việc nhóm giúp phân chia công việc, tận dụng tài nguyên của mỗi thành viên để hoàn thành công việc nhanh chóng hơn, giảm thiểu thời gian và tài nguyên cần thiết cho việc hoàn thành công việc.
Tạo động lực cho nhân viên có tác dụng tích cực đến cả nhân viên và doanh nghiệp, bao gồm:
Tăng hiệu suất làm việc: Khi nhân viên cảm thấy động lực, họ sẽ làm việc chăm chỉ hơn, tập trung hơn vào công việc và đạt được hiệu suất làm việc cao hơn.
Giảm tỷ lệ nghỉ việc: Nhân viên có động lực cao hơn có xu hướng ở lại công ty lâu hơn và ít có xu hướng nghỉ việc, giúp giảm chi phí tuyển dụng và đào tạo nhân viên mới.
Cải thiện chất lượng sản phẩm/dịch vụ: Nhân viên có động lực cao hơn có xu hướng hoàn thành công việc chính xác hơn, tận tâm hơn và tạo ra sản phẩm/dịch vụ tốt hơn, giúp cải thiện chất lượng sản phẩm/dịch vụ.
Tăng trưởng và lợi nhuận doanh nghiệp: Với nhân viên có động lực cao hơn, doanh nghiệp sẽ đạt được mục tiêu kinh doanh nhanh hơn và hiệu quả hơn, giúp tăng trưởng và lợi nhuận doanh nghiệp.
Cải thiện hạnh phúc của nhân viên: Nhân viên cảm thấy hạnh phúc hơn khi có động lực và đạt được mục tiêu, tạo ra một môi trường làm việc tích cực và giúp tăng sự hài lòng và tâm lý tích cực cho nhân viên.
Kỹ năng lãnh đạo hiệu quả dành cho CEO (1).pdfBizPub VN
Lãnh đạo là quá trình dẫn dắt và điều hành một nhóm người hoặc tổ chức để đạt được mục tiêu nhất định. Người lãnh đạo có nhiệm vụ hướng dẫn và động viên nhân viên để hoạt động hiệu quả và đạt được kết quả tốt nhất. Điều này bao gồm đưa ra quyết định, phân công nhiệm vụ, quản lý tài nguyên và giải quyết các vấn đề phát sinh.
Một lãnh đạo hiệu quả có khả năng tạo động lực cho nhân viên, giúp họ đạt được tiềm năng của mình và cùng nhau làm việc để đạt được mục tiêu chung. Lãnh đạo cũng cần phải có khả năng sáng tạo và đổi mới để đưa ra các ý tưởng mới và cải tiến trong tổ chức.
Kỹ năng lãnh đạo hiệu quả dành cho CEO (1).pdfBizPub VN
Lãnh đạo là quá trình dẫn dắt và điều hành một nhóm người hoặc tổ chức để đạt được mục tiêu nhất định. Người lãnh đạo có nhiệm vụ hướng dẫn và động viên nhân viên để hoạt động hiệu quả và đạt được kết quả tốt nhất. Điều này bao gồm đưa ra quyết định, phân công nhiệm vụ, quản lý tài nguyên và giải quyết các vấn đề phát sinh.
Một lãnh đạo hiệu quả có khả năng tạo động lực cho nhân viên, giúp họ đạt được tiềm năng của mình và cùng nhau làm việc để đạt được mục tiêu chung. Lãnh đạo cũng cần phải có khả năng sáng tạo và đổi mới để đưa ra các ý tưởng mới và cải tiến trong tổ chức.
Quản trị bán hàng phần 7.8 (Đánh giá hiệu quả đội bán).pptBizPub VN
Quản trị bán hàng phần 7.8: Đánh giá hiệu quả đội bán. Cung cấp bởi BizPub.vn. Tải trọn bộ Slide bài giảng học phần "Quản trị bán hàng" tại BizPub.vn hoàn toàn miễn phí.
Evaluating the Effectiveness of Women-Focused MarketingHighViz PR
Women centric marketing is a vital part in reaching one of the most influential groups of consumers. Here is a guide to know and measure the impact of women-centric marketing efforts-
This document was submitted as part of interview process for Content Strategist position at Viapulsa, an Indonesian tech company which offers service to convert/transfer mobile credits into bank account.
Boost your brand with top-notch digital marketing services in New York! Our expert team specializes in SEO, social media marketing, PPC advertising, and email campaigns to drive engagement and increase your online presence. Partner with us to reach your target audience, track performance, and achieve measurable results. Transform your digital strategy and stay ahead in the competitive NYC market. Contact us today!
Why bridging the gap between PR and SEO is the only way forward for PR Profes...Isa Lavs
The lines between PR and SEO are blurring. SEOs are increasingly winning PR briefs by leveraging data and content to secure high-value placements. In this presentation, I explore the merging of PR and SEO, highlighting why SEO specialists are increasingly taking ‘PR’ business. I uncover the hidden SEO potential using PR tactics and discuss how to identify missed opportunities. I'll also offer insights into strategies for converting PR initiatives into successful link-building campaigns.
Top Strategies for Building High-Quality Backlinks in 2024 PPT.pdf1Solutions Pvt. Ltd.
As we move into 2024, the methods for building high-quality backlinks continue to evolve, demanding more sophisticated and strategic approaches. This presentation aims to explore the latest trends and proven strategies for acquiring high-quality backlinks that can elevate your SEO efforts.
Visit:- https://www.1solutions.biz/link-building-packages/
Compitive analysis on Noise pvt Ltd.pptxSauravDey45
ChatGPT
Competitive Analysis: Noise Smartwatch
Overview
Noise is an Indian electronics brand that primarily manufactures smartwatches, wireless earphones, and other electronic accessories. Noise smartwatches have gained significant popularity due to their affordable pricing, feature-rich offerings, and stylish designs. The competitive landscape for Noise smartwatches includes both local and international brands that cater to various market segments. This analysis will focus on key competitors, market positioning, product features, pricing strategies, and consumer preferences.
Key Competitors
Amazfit (Huami):
Strengths: Known for excellent battery life, robust fitness tracking, and premium build quality.
Weaknesses: Slightly higher price points compared to Noise.
Products: Amazfit Bip U, Amazfit GTS series.
Realme:
Strengths: Strong brand presence, integration with Realme smartphones, and aggressive pricing.
Weaknesses: Limited variety in smartwatch models.
Products: Realme Watch, Realme Watch S.
Boat:
Strengths: Competitive pricing, appealing designs, and extensive marketing.
Weaknesses: Relatively new to the smartwatch market, which may affect consumer trust.
Products: Boat Storm, Boat Flash.
Samsung:
Strengths: High brand credibility, advanced features, and premium design.
Weaknesses: Higher price points make it less accessible to budget-conscious consumers.
Products: Galaxy Watch Active 2, Galaxy Watch 3.
Xiaomi:
Strengths: Strong ecosystem integration, affordable pricing, and extensive features.
Weaknesses: Less focus on premium design compared to some competitors.
Products: Mi Band series, Mi Watch.
Market Positioning
Noise positions itself as an affordable yet feature-rich alternative in the smartwatch market. Its target demographic includes budget-conscious consumers and fitness enthusiasts who seek value for money without compromising on essential features like fitness tracking, notifications, and battery life. Noise leverages its strong online presence and partnerships with e-commerce platforms to reach its audience effectively.
Product Features Comparison
Noise Smartwatches:
Key Features: Heart rate monitoring, SpO2 tracking, multiple sports modes, customizable watch faces, notifications, and music control.
Battery Life: Typically lasts 7-10 days on a single charge.
Build Quality: Focus on lightweight and comfortable designs with water-resistant capabilities.
Amazfit Smartwatches:
Key Features: Advanced fitness tracking, GPS, AMOLED displays, and long battery life (up to 20 days).
Battery Life: 10-20 days depending on the model.
Build Quality: Premium materials and durable designs.
Realme Smartwatches:
Key Features: Basic fitness tracking, SpO2 monitoring, and notifications.
Battery Life: Up to 9 days.
Build Quality: Sleek designs but slightly limited in variety.
Boat Smartwatches:
Key Features: Heart rate monitoring, multiple sports modes, and customizable watch faces.
Boost Your Instagram Views Instantly Proven Free Strategies.pptxInstBlast Marketing
Join Performance Car Exclusive to drive the finest supercars, engineered with advanced materials and cutting-edge technology for peak performance.
https://instblast.com/instagram/free-instagram-views
From Subreddits To Search: Maximizing Your Brand's Impact On RedditSearch Engine Journal
The search landscape is undergoing a seismic shift, and Reddit is at the epicenter. Google's Helpful Content Update and its $60 million deal with Reddit, coupled with OpenAI's partnership, have catapulted Reddit's real-time content to unprecedented heights.
Check out this insightful webinar exploring the newfound importance of Reddit in the digital marketing landscape. Learn how these changes make Reddit an essential platform for getting your brand and content in front of evolving search audiences.
You’ll hear:
- The evolution of Reddit as a major influencer on SERPS over the years.
- The impact of recent changes and partnerships on Reddit’s place in search.
- A comprehensive look at Reddit, how it works, and how to approach it.
- Unique engagement opportunities presented by Reddit.
With Brent Csutoras, a Reddit expert with over 18 years of experience on the platform, we’ll delve into the intricacies of Reddit's communities, known as Subreddits, and how to leverage their power without compromising authenticity or violating community guidelines in the age of AI-driven search experiences.
Don't miss this opportunity to stay ahead of the curve and leverage Reddit for your brand's success.
What is Digital Marketing: A Comprehensive GuideV-tech Marketing
Digital technologies have transformed marketing. Traditional methods like print and TV ads are giving way to digital strategies, reshaping how brands connect with consumers online. Welcome to the era of digital marketing, where engagement in the digital realm is key. Let's delve into what digital marketing entails in our interconnected world.
2. Motivational Research
-1960’s Practice
-Included everything from showing volunteers
a series of advertising to administering focus
groups
-Scope of these efforts remained unwavering
in product focus
-However with the customer acting as a
component of the purchase cycle…BRAND
WAS KING.
3. Product Marketing
-Became a study within itself
-Part research…Part guessing game…part
leap of faith
-Predictable
-Product marketing campaigns were
designed to reach as many as possible
-Focused on all customers having the same
needs and wants and the actual pitch of the
product
4. Target Marketing
Customer data as
important as the
product data
Sum of all the
customers to a
single individual
Segmenting
customers allowed
room for specialized
communication
Segmenting
customers based on
preferences can
reveal interesting
facts about
consumer behavior
5. Relationship Marketing
-Understanding their preferences…increasing the
odds of retaining them
-You are not trying to sell a single product to as
many customers as possible
-You are trying to sell a single customer as many
products as possible
-One to One means not only communicating with
customers as individuals but also developing
customer products and tailored messages based
on customers unspoken needs
-Relies heavily on customer’s experience of the
company as it does on the specific message
received
6. Campaign Management
-CRM is a necessity.
-Hard Labor in launching new marketing campaigns
-Conceive, plan, define the target audience,
determine channel of communication, launching the
promotion
-CRM products offering campaign management
present savings of time, labor and cost and
demonstrate quantitative ROI
-Proactive campaign management is like a good
wine…it gets better with age.
-Tracking campaign success results in higher
response rates and greater ROI
-Use of results of campaigns to refine future
campaigns has been acknowledged as the best CRM
practice.
7. CRM Marketing Initiatives
•Cross-selling and Up-Selling
•Customer Retention
•Behavior Prediction
•Customer Profitability and Value
Modeling
•Channel Optimization
•Personalization
•Event-Based Marketing
8. Cross Selling and Up Selling
Cross-selling- the act of selling a product or
service to a customer as a result of another
purchase.
Example- New mothers buy clothes for their
babies and then themselves as well.
Up-selling- motivating current customers to trade
up to more profitable products.
Example- McDonalds super size option.
9. Cross Selling and Up Selling Ctd.
These two forms of selling are an art and knowing
which products will increase the customer’s
buying is the key.
Here are some things to think about:
Selling customers something they wouldn’t want
or need could cause them to buy less.
Not every customer is a good candidate for these
types of selling.
Understanding the ways how and whether the
customer responds to promotions
10. Customer Retention
Understanding why customers leave for
competitors is key to find ways to retain them in
the future.
Churn- the customers leaving one business for
its competitors.
When a customer leaves there is:
Loss of revenue
Loss of investment in acquiring them
11. Customer Retention Ctd.
Loss of stable market for new products
Businesses have studied the characteristics of
those who have left their business to understand
why, to predict who might leave next, and to find
out who is desirable to keep.
They also are tying to find what method might
work best to keep these customers, such as
promotions or free stuff
12. Behavior Prediction
This uses past consumer behavior to foresee the
future behavior of their customers.
This analysis includes several variations.
1. Propensity-to-buy analysis- understanding what
a particular customer might buy.
2. Next Sequential Purchase- predicting the
customers next buy.
3. Product Affinity Analysis- Understanding which
products will be bought with others. Also known
as market basket analysis.
4. Price elasticity modeling and dynamic pricing-
determine the best price for a given product.
13. Behavior Predictions Ctd.
The marketing decisions that come for this
analysis:
1. Preemptively offering discounts or fee waivers
to existing customers who are at risk of
churning.
2. Refining target marketing campaigns so
smaller customer segments or specific
products.
3. Packaging certain products together and fixed-
pricing them to sell more products and increase
their profitability.
4. Cross-selling products likely to be purchased
with other products.
14. Customer Profitability and
Value Modeling
Customer Profitability- deals with the company’s
view of the possible profit to be made from its
customers.
Value Modeling –deals with the value of the
customer’s other features like ability to bring in
more profitable customers or the potential to be a
more profitable customer.
Value modeling is only as accurate as the
customer’s data is rich.
15. Channel Optimization
Offering the right message to the right customer
at the right time.
Example: Customers who us Internet banking
services might prefer a new emailed offer with
their regular statement and a customer visiting a
branch office might prefer a cup of coffee along
with a brochure.
Once you understand the channels your
customers prefer to interact with your company
you must then decide what is the best way to
communicate with them.
16. Personalization
This is the capability to customize customer
communication based on knowledge preferences
and behaviors at the time interaction.
Examples: a site you bought CD’s from greet you
and offers you CD’s that are of your favorite
artists when you enter the site or the home
shopping channel operator greets you on when
you call and helps you quickly purchase what you
need and all because you shopped there once
before.
17. Personalization Ctd
The first example used variable insertion to
personalize the site for the current customer because
it had information recorded from the last transaction.
Over time, the customer is more and more known to
the company through study of the customer’s profile:
data, past purchases, click stream data, and web
survey responses. Then the company knows what to
offer the customer to entice them to buy more or keep
them from churning.
Example: if a person responds to a discount on skis
then they might also buy cold weather apparel.
Using personalization can take out he guess work in
your business.
Personalization in the B2C space is based on
studying click stream data (one’s navigation path
through a company’s Website.
18. Clickstream
Clickstream monitoring includes how customer:
Reached site
Traveled through site
Spent his time and how much did he spend
What was bought that stimulate buys of other
products
Analysis of clickstream can trigger new tactics in
companies. Examples:
Changes in Web impressions according to
customer’s clickstream
Custom promotions or discounts based on past
purchases of research.
Customized web pages according to the visitor’s use
of site.
19. Event Based Marketing
This is a time sensitive marketing or sales
communication reacting to a customer-specific event.
Example: sending an application for collision
insurance to people who recently had a car accident.
Businesses today are to focus in on the individual
customer in a real time situation and get away from
the blank event-based marketing.
An example of this ideal goal of reacting to
customer’s event in near real time is: when a
customer receives coupons at the store, right after
their purchase, that they might be interested in.
20. Event Based Marketing Ctd.
This kind of marketing requires solid process
automation and a well calibrated workflow to
be effective in influencing the customer’s
buying behavior.
The ultimate goal of a company, despite the
type of customer communication, is to get
them to visit the store or website to buy
products they are happy with.
21. Customer Privacy-
One-to-One’s Saboteur?
Why is customer privacy a concern?
11.1.Excessive amounts of available customer
data- U.S. citizens can be uniquely identified by
their date of birth, gender, 5-digit zip code
2. Personalization tools enable users to understand
a consumer’s behavior history and share that
info. without consumer consent
3. Identity theft
4. Consumer harassment
22. Opt In Policy- policy that requires
companies to receive customer
permission to solicit personal data.
-This policy will require many
businesses to rethink they’re marketing
strategies and will result in millions
spent on process and technology
changes
23. In Order to obtain good CRM:
Know which marketing message and channel
to use
Know customers preferred interaction level
Individual customers have different wants and
needs, in order to reach these customers
different marketing channels and interaction
levels will be needed
24. Customer Privacy Preferences
Keeping record of Customer Privacy
Preferences will help establish and
maintain good customer relationships
Unspoken needs can be observed
through past interactions
25. Successful marketing is a result of:
A sound marketing process
Industry specific marketing practices
Use of a variety of campaigns and
analysis of the results
Marketing Automation
Checklist for Success
26. Questions asked by companies
focusing on CRM:
1. How do we focus our marketing campaigns
on customers with whom we’d like repeat
business?
2. How do we migrate customers to lower-cost
channels?
3. How do other organizations in the company
see customers differently than we do and
how does that influence our campaign
message?
27. Questions asked by companies
focusing on CRM:
4. How can we anticipate products and services
customer might want?
5. What is the best means of communicating with
customers on an ongoing basis?
6. What tactics do we use to entice prospects to
become customers?
7. How do we tie what we’ve learned about customers
to improving overall customer satisfaction?
8. What keeps our most loyal customers loyal?
28. Make it Happen
Customer Relationships are about more than just
understanding behaviors. They’re about making
them happen.
Eddie Bauer- customer service has been a
trademark since 1920 when the 1st store opened.
500 stores and 49 states later Eddie Bauer still
concentrates on providing customers with the
merchandise they want in an optimal way.
29. Eddie Bauer
Eddie Bauer’s 3 channels:
1. Brick-and-mortar store
2. Catalog business
3. Internet site
Each channel thrives alone but together
they compliment each other
30. Eddie Bauer Ctd
Strategy implemented:
Eddie Bauer struggled in the mid-90’s because the
knowledge of its customers and its ability to respond
to their requests were lacking.
To fix this, the company began developing new
metrics for understanding customer behavior. The
new intelligence allowed the Eddie Bauer to examine
customer behavior and predict future behaviors
through its rapid modeling environment.
31. Eddie Bauer Results
1. They can keep track of customer spending and
determine which customer’s use which channels and
develop more personalized offers for its customers.
2. Good communication with the customer requires
the right channel at the right time.
3. Sending the most valuable customers a broader
assortment of products pays off. (Customer
Retention)
32. CRM Never Ends
The never ending journey: (figure 2-9)
CRM is a constant cycle to build
customer value
It is a learning relationship between the
business and the customers
33. Manager’s Bottom Line
Before Implementing customer
Segmentation and CRM, plans MUST
BE in place, or….
CRM can do more harm than good.
34. CRM Benefits
CRM provides insight in:
Identifying high response campaigns
Understanding characteristics of high-value
and potentially high value customers, and
catering to them
Improves effectiveness of high-cost channels
(face-to-face)
Personalized Communications for specific
customer segments
Understanding of purchase patterns for future
maximum buying potential
35. GOAL of CRM
To ensure your company is ALWAYS customer’s
1st choice
This can be done by:
1. Moving “C” customers to “B” customers,
and to keep “A” customers at that level
2. Marketing Process should be well
defined…should act immediately
3. Marketing Department should not exist in a
vaccum…but should be linked to all other
business functions