9. CRM BLOG POSTS
“Starting with the Homepage: Improve Customer Relationships”
“Trust and Transparency: The Foundation of CRM”
“CRM in Sports: How Joe Lacob is Dealing with Upset Fans”
“What to Know About Social CRM”
10. THREE PILLARS OF RELATIONSHIP
MARKETING
Customer Relationships
Collaboration
Experience
Information
Products and Services
CRM CEM CCM
Source: Model created based on E-Marketing, Strauss and Frost
11. CRM
The process of
Customer targeting, acquiring,
transacting,
Relationship servicing, retaining,
Management and building long-
term relationships
with customers.
12. CEM
The discipline,
methodology and/or
process used to
Customer comprehensively
Experience manage a
customer’s cross-
Management channel exposure,
interaction and
transaction with a
company, product,
brand or service.
13. CCM
A philosophy and a
business strategy,
supported by a
Customer technology platform,
Collaboration business rules, processes
and social
Management characteristics, designed
to engage the customer
in a collaborative
conversation in order to
provide mutually
*All definitions from E-Marketing, Strauss & Frost beneficial value in a
trusted and transparent
business environment.
