4. Term applied to processes implemented by a company to handle its contact with its customers

5. It is process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them.

6. set of methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way.

27. Front office operation

28. Back office operations

29. Business relationships

32. Face to face meetings

33. Phone calls

34. E-mail

37. Billing

38. Maintenance

39. Planning

40. Marketing

41. Advertising

42. Finance

45. Suppliers/vendors

46. Retail outlets/distributors

49. Target-marketing campaigns

50. Conceive business strategies

54. 2. Discovery

57. Ensuring that the data of the customers is correct

60. To find relationships that you did not know existed

61. Data mining is an important enabler for CRM

62. Helps in the process of understanding a customer by providing the necessary information

65. Right messages communication

66. This is done with a Campaign Management tool that can automatically select the right targets and the right messages via the right channels

73. Company’s revenue

77. from mass marketing to individualized marketing

78. From focus on acquiring lots of new customers to retaining and building more business with fewer loyal high-value customers

79. Goal: build long-term relationship, 1:1

80. A firms ability to build and maintain relationships with customers, suppliers, and partners may be more important than the firms land, property, and financial assets.

83. Pizza with specified toppings

84. Take 10 minutes

85. Come in a packed box

86. Remain warm till you reach home

87. Charges – standard and acceptable price

88. Pizza will taste reasonably good

90. Rapport with employees

91. You forgive if they mess up with one or two expectations

92. Degree of confidence determines tolerance

93. If using first time, and even one expectation is not met

98. Business starts with the acquisition of customers

101. Demographics, purchase patterns & channels

102. Segmentation to identify logical unique groups

103. Primary research to capture needs and attitudes

104. Customer valuation to understand profitability

105. Differentiate

108. Products, services, channels and media can be customized based on the needs of quantitative customer segments

109. Customize

112. Not just through marketing, sales and media

113. Distribution, shipping, customer service & online

114. Deliver

115. Delivering value is a cornerstone

118. Learning about customers makes it easy to identify those producing the greatest value

119. Retain

120. Maintain interaction;

121. Deliver on value

122. Customers change as they move through differing life stages