The document discusses several comprehensive models of customer relationship management (CRM). It describes four key models: 1) the IDIC model which focuses on identifying, differentiating, interacting with and customizing for customers, 2) Francis Buttle's 2004 model with a goal of enhanced customer profitability through various stages, 3) the QCi model which depicts activities to acquire and retain customers using people, processes and technology, and 4) Payne's five-process model separating CRM into strategic, operational and analytical processes. It also briefly outlines several additional CRM models and frameworks.
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Customer Relationship Management Model defines framework to manage customer relationship through stages from acquisition till retention.
CRM Model lays down strategy to develop customer relationship by focusing on :-
Customer Satisfaction
Building Customer Loyalty
Enhancing Customer experience through customized product/ service
Providing competitive advantage
Establishing strong multi-channel communication network
CRM MODELS- IDIC Model, QCI Model, Value Chain Model, 5 Forces Model.
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Customer Relationship Management (CRM) is a company-wide business strategy designed to optimize profitability, revenue, and customer satisfaction by focusing on highly defined and precise customer groups.
Click on the link below to watch full video on youtube :-
https://youtu.be/gbsJ9D9BL8A
Customer Relationship Management Model defines framework to manage customer relationship through stages from acquisition till retention.
CRM Model lays down strategy to develop customer relationship by focusing on :-
Customer Satisfaction
Building Customer Loyalty
Enhancing Customer experience through customized product/ service
Providing competitive advantage
Establishing strong multi-channel communication network
CRM MODELS- IDIC Model, QCI Model, Value Chain Model, 5 Forces Model.
Thank You For Watching
Subscribe To DevTech Finance
Customer Relationship Management (CRM) is a company-wide business strategy designed to optimize profitability, revenue, and customer satisfaction by focusing on highly defined and precise customer groups.
CRM is a competitive strategy and process of acquiring, reacting and partnering with selective customers to create superior value for the company and the customer.
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
CRM is commonly described from a narrow technological perspective. CRM needs to be defined more broadly as a strategic approach that uses customer insight to create customer value and shareholder value. Slide 2: The CRM Strategy Framework identifies five cross functional processes that can be used to assess key tasks in using CRM effectively. Slide 3: For each of the five CRM cross functional processes there are two key questions that need to be addressed for CRM strategy to achieve its potential. The article provides an overview of the five processes. A later book provides an more extensive discussion of the five processes together with a detailed discussion relating to CRM implementation.
customer loyalty is very important for a company or a brand, these slides contain the detail about loyalty, customer loyalty, types of customer loyalty and loyalty status...
created by:
Umair Ahmad
umair.100@hotmail.com
CRM is a competitive strategy and process of acquiring, reacting and partnering with selective customers to create superior value for the company and the customer.
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
CRM is commonly described from a narrow technological perspective. CRM needs to be defined more broadly as a strategic approach that uses customer insight to create customer value and shareholder value. Slide 2: The CRM Strategy Framework identifies five cross functional processes that can be used to assess key tasks in using CRM effectively. Slide 3: For each of the five CRM cross functional processes there are two key questions that need to be addressed for CRM strategy to achieve its potential. The article provides an overview of the five processes. A later book provides an more extensive discussion of the five processes together with a detailed discussion relating to CRM implementation.
customer loyalty is very important for a company or a brand, these slides contain the detail about loyalty, customer loyalty, types of customer loyalty and loyalty status...
created by:
Umair Ahmad
umair.100@hotmail.com
Presentation slides from Customer Relationship Management (CRM) workshop as part of Destination Digital business support programme from Connecting Cambridgeshire.
Want more information? Small businesses across Cambridgeshire and Peterborough can currently get free business support on using digital technology until March 2015.
More information here: http://destinationdigital.info/advice/
Social CRM - Concept, Benefits and Approach to adoptFabio Cipriani
A call for reviewing current CRM Strategy, Processes and Mindset throughout companies
- Concept
- Comparison with traditional CRM
- Benefits
- Approach for adoption
- How to put it to work
How to start the journey of Data science in your organizations. Find how to understand the business objectives, AI Frameworks, Methodologies and canvas models to help you depict business potential scenarios for justification.
- 1 - Ivey Business Journal NovemberDecember 2002No one SilvaGraf83
- 1 - Ivey Business Journal November/December 2002
No one company has written the book on CRM.
And rightly so, says this author, whose
examination of how companies practice this
much-talked about discipline led him to develop
comprehensive guidelines for enhancing a
company's returns from CRM.
By Ian Gordon
Ian Gordon is President of Convergence
Management Consultants Ltd., (www.converge.ca),
and the author of Competitor Targeting: Winning
the Battle for Market and Customer Share (Wiley,
2002).
That few companies are achieving the results they
expected from their investment in Customer
Relationship Management (CRM) is not news. That
most companies continue to invest in CRM without a
roadmap for increasing shareholder value or even for
forging closer customer relationships is also not
surprising, since there are few best practices in CRM
for companies to follow. In fact, based on our own
research and consulting, and a recent examination of
best practices in 35 Canadian and U.S. corporations,
we could not find one company that excels in every
dimension of CRM. However, we did find examples of
one or two specific best practices in individual
companies. This article discusses these selected best
practices, which, we believe, companies should consider
when trying to improve the performance of their CRM
initiatives. It also discuss the changing role of senior
managers that are developing a relationship-oriented
organization
A definition and a vision
There are many definitions for CRM, and best-
practice companies adopt one that is shared across
the organization. Otherwise, the very term "CRM"
will conjure up many things to different people and
lead to confusion. These companies see CRM as a
series of strategies and processes that support and
execute a relationship vision for the enterprise. In
their eyes, CRM is a series of strategies and processes
that create new and mutual value for individual
customers, builds preference for their organizations
and improves business results over a lifetime of
association with their customers.
With this definition, an organization can focus on
developing the only asset of the enterprise that matters
in the long term, progressively deeper relationships with
valuable customers. By sharing the definition, they can
put the customer first and avoid sending their staff into
cycles of interminable CRM programming.
These organizations then create a vision for how CRM
will change their companies. Some develop the vision
according to attributes that are important to both the
customer and the company. These include attributes that
affect customers' perceptions of value, how they can
bond with the organization, product and company
preference and purchase intent.
This vision sometimes changes as the firm gains
experience in CRM and as technology makes new things
possible. For example, at a major Canadian bank, the
vision has evolved. Initially the vision was associated
with the development of customer information ...
- 1 - Ivey Business Journal NovemberDecember 2002No one RayleneAndre399
- 1 - Ivey Business Journal November/December 2002
No one company has written the book on CRM.
And rightly so, says this author, whose
examination of how companies practice this
much-talked about discipline led him to develop
comprehensive guidelines for enhancing a
company's returns from CRM.
By Ian Gordon
Ian Gordon is President of Convergence
Management Consultants Ltd., (www.converge.ca),
and the author of Competitor Targeting: Winning
the Battle for Market and Customer Share (Wiley,
2002).
That few companies are achieving the results they
expected from their investment in Customer
Relationship Management (CRM) is not news. That
most companies continue to invest in CRM without a
roadmap for increasing shareholder value or even for
forging closer customer relationships is also not
surprising, since there are few best practices in CRM
for companies to follow. In fact, based on our own
research and consulting, and a recent examination of
best practices in 35 Canadian and U.S. corporations,
we could not find one company that excels in every
dimension of CRM. However, we did find examples of
one or two specific best practices in individual
companies. This article discusses these selected best
practices, which, we believe, companies should consider
when trying to improve the performance of their CRM
initiatives. It also discuss the changing role of senior
managers that are developing a relationship-oriented
organization
A definition and a vision
There are many definitions for CRM, and best-
practice companies adopt one that is shared across
the organization. Otherwise, the very term "CRM"
will conjure up many things to different people and
lead to confusion. These companies see CRM as a
series of strategies and processes that support and
execute a relationship vision for the enterprise. In
their eyes, CRM is a series of strategies and processes
that create new and mutual value for individual
customers, builds preference for their organizations
and improves business results over a lifetime of
association with their customers.
With this definition, an organization can focus on
developing the only asset of the enterprise that matters
in the long term, progressively deeper relationships with
valuable customers. By sharing the definition, they can
put the customer first and avoid sending their staff into
cycles of interminable CRM programming.
These organizations then create a vision for how CRM
will change their companies. Some develop the vision
according to attributes that are important to both the
customer and the company. These include attributes that
affect customers' perceptions of value, how they can
bond with the organization, product and company
preference and purchase intent.
This vision sometimes changes as the firm gains
experience in CRM and as technology makes new things
possible. For example, at a major Canadian bank, the
vision has evolved. Initially the vision was associated
with the development of customer information ...
Get this How-To Guide and access over 350 premium-quality tools & templates for business at https://www.demandmetric.com/user/register JOIN FREE to get practical on-the-job resources and training plus all of our guides, methodologies, webinars and featured tools & templates.
• This Module discuss the topic related to Type of CRM, The Strategic Framework for CRM, Strategic CRM, Analytical CRM, Analytical CRM answers these questions, Successful analytical CRM solution, Benefits of Analytical CRM, Case on Analytical CRM, Collaborative CRM, Case on Collaborative CRM, Social CRM, Types of Social Media, Understanding Social CRM, Difference Between Traditional and Social CRM, Benefits of SCRM, Risk Associated with SCRM, Steps towards effective SCRM, Critical Success Factors for SCRM.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
Antifertility, Toxicity studies as per OECD guidelines
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
2. The IDIC model was developed by Peppers & Rogers and
the model suggests that companies should take four actions
in order to build closer one-to-one relationships with
customers:
•Identify who your customers are and build a deep
understanding of them;
•Differentiate your customers to identify which customers
have most value now and which offer most for the future;
•Interact with customers to ensure that you understand
customer expectations and their relationships with other
suppliers or brands;
Customize the offer and communications to ensure that the
expectations of customers are met.
1. The IDIC Model.
3.
4. Francis Buttle’s 2004 model has an end goal represented by enhanced
customer profitability that can be attained by :
•primary stages represented by customer portfolio analysis, customer
intimacy, network development (SCOPE), value proposition development ,
and managing the customer lifecycle;
•supporting conditions of leadership and culture, data and IT, people, and
processes to enable CRM strategy to function effectively and efficiently
2. CRM Value Chain Model.
5. CRM Value Chain Model.
• Strategically Significant Customers(SSC)
– High LTV Customers
– Benchmarks
– Inspirations
– Cost Magnets
6. The QCi model (shown in figure) is also a product of a consultancy firm as IDIC is. The model’s
authors (Hewson et at, 2002) prefer to describe their model as a customer management model,
omitting the word ‘relationship’. At the heart of the model they depict a series of activities that
companies need to perform in order to acquire and retain customers. The model features people
performing processes and using technology to assist in those activities.
3. The QCI Model.
7. The fourth comprehensive model was developed by Adrian Payne in 2006. This model
clearly identifies five core processes in CRM: the strategy development process, the
value creation process, the multichannel integration process, the performance
assessment process and the information management process. The first two represent
strategic CRM; the multichannel integration process represents operational CRM; the
information management process is analytical CRM.
4. Payne’s Five-Process Model.
8. 5. The Dasai et at/ Conceptual Model
The conceptual framework was developed by Dasai el al (2007) in which
consideration is driven towards competitive CRM performance from both
internal and external perspectives. The dynamic capability for CRM is the key
source for competitive CRM performance considering the rapidly changing
nature of the business environment today which erodes the values of existing
competencies
9. 6. The Forrester Model
The Forrester CRM model 2008 is grouped into four types such as: Strategy; Process,
Technology; and People. The model produced results in the findings on over hundreds of
companies using CRM as strategically, thorough analysis of over number of vendors’
solutions providers and also with discussion with about numerous consultants. For firms
willing to kick-start their CRM programs or for those that are finding it tough to get best
out of their CRM programs after it has been launched. Also, the performance scorecard
highlights the criteria used by companies to measure the overall performance using CRM.
10. The final comprehensive CRM model comes from Gartner Inc. the leading IT
research and advisory company that employs some 1200 research analysts and
consultants in 75 countries, and has a significant place in CRM research.
7. The Gartner Competency Model.
12. Enterprise CRM suites (revenues > $1 billion/year and/or >
1,000 employees):
- full range of functionalities;
- can scale to serve large user populations;
- offer support for multiple languages and countries.
Almost of the leading players offers hosted and SaaS
deployment options.
CRM Suites
13. Midmarket CRM suites (SMB market - revenues < $1 billion/year
and/or < 1,000 employees):
- offer a breadth of CRM functionalities ( have more limited
capabilities in specific areas);
- simpler to use than solutions built for the enterprise market.
- variety of deployment options (on premise license, hosted, and
SaaS).
CRM Suites
14. CRM specialty tools solutions with specialty capabilities
(enterprise + midmarket) such as: marketing automation,
sales force automation (SFA), customer service, partner
channel management and collaboration, customer
analytics, and customer data management.
CRM Suites