How can companies attract and retains the right customer and cultivate strong customer relationships ?
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This document discusses customer relationship management (CRM) and its goals of maximizing loyalty through carefully managing customer information and interactions. CRM involves identifying customer needs, differentiating customers, customizing products and messages, reducing customer defection, enhancing relationships through cross-selling, and focusing on high-value customers. Strong customer bonds are created through superior customer experience, cross-departmental collaboration, understanding customer needs, and making it easy for customers to get help.
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How can companies attract and retains the right customer and cultivate strong customer relationships ?
- 2. CUSTOMER RELATIONSHIP MANAGEMENT IS THE PROCESS OF CAREFULLY MANAGING DETAILED INFORMATON ABOUT INDIVIUAL CUSTOMER AND ALL CUSTOMER “TOUCH POINT” TO MAXIMIZE LOYALTY.
- 3. ONE-TO- MARKETING FOR CRM MARKETING IDENTIFY YOUR PROSPECTS AND CUSTOMER DIFFERENTIATE CUSTOMER IN TERMS OF THEIR NEEDS AND VALUE TO YOUR COMPANY. INTRACT WITH INDIVIDUALS CUSTOMER TO IMPROVE YOUR KNOWLEDGE ABOUT THEIR INDIVIDUAL NEEDS AND TO BUILD STRONG RELATIONSHIP. CUSTOMIZE PRODUCT, SERVICE, AND MESSAGES TO EACH CUSTOMER.
- 5. MANAGING THE CUSTOMER BASE REDUCING THE RATE OF CUSTOMER DEFECTION. INCREASING THE LONGEVITY OF THE CUSTOMER RELATIONSHIP. ENHANCING THE GROWTH POTENTIALS OF EACH CUSTOMER THROUGH “SHARE OF WALLET” CROSS SELLING AND UP-SELLING. MAKING LOW- PROFIT CUSTOMER MORE PROFITABLE OR TERMINATING THEM FOCUSING DISPROPORTIONATE EFFORT ON HIGH PROFIT CUSTOMER
- 6. STRONG CUSTOMER BONDS CREATE SUPERIOR PRODUCT, SERVICE AND EXPERIENCE FOR THE TARGET MARKET. CROSS DEPARTMENTAL PARTICIPATION IN PLANNING AND MANAGING THE CUSTOMER SATISFACTION. INTEGRATE THE “VOICE OF THE CUSTOMER” TO CAPTURE THEIR STATED AND UNSTATED NEEDS. MAKE IT EASY FOR CUSTOMER TO REACH APPROPRIATE COMPANY STAFF AND EXPRESS THEIR NEED. RUN AWARD PROGRAMS RECOGNIZING OUTSTANDING EMPLOYEES.
- 7. SOCIAL MEDIA AND CRM
- 8. CRM One-to- marketing for CRM marketing Managing the customer base Building loyalty
- 9. CREDIT Philips kotler Marketing Management : a south Asian perspective Google Image Search Prof. Sameer Mathur IIM-L Marketing Management : DR. Ajeet Kumar Shukla Slideshare.net
- 10. PRESENTATION BY B. COM, MAHATMA GANDHI KASHI VIDYAPITH VARANASI INTERN IIM-L (MARKETING MANAGEMENT) MENTOR: PROF. SAMEER MATHUR kumarajeet50@gmail.com
- 11. THANK YOU