Customer Relationship Management
EbOOK pdf FORMAT
TABLE OF CONTENTS:
Origin of CRM
Features of CRM
Importance of CRM
CRM and Marketing
CRM and HR
Misunderstandings about CRM
Benefits and Challenges of CRM Software
CRM (Customer Relationship Management) Software and Its Importance
What is Customer Relationship
Types of Customers
Orientation of Customers
Customer Modeling
Customer Profiling
Regression Scoring
Quality of Relatiosnhip with Customers
Need of Relatiosnhip with Customers
Customer Relationship with Supplier
Cost Sensitivity of Customers
Bargaining Power of Customers
Customer Relationship Measurement
Market Research and CRM
Market Research Process
Desk Research
Field Research
Data Analysis and Compilation
Report Preparation
Action Plan in Report Preparation
Strategic CRM
Operational CRM
Analytical CRM
Collaborative CRM
Customer’s Response - Introduction
Measuring Customer Response
Medium of Customer Responses
Qualities of a Good Response
Response in Consumer Sector
Response in Core Sector
Customer Acquisition - Introduction
Customer Life Cycle
Customer Acquisition Cost
Measuring Acquisition Equity
Customer Loyalty - Introduction
Customer Loyalty & Satisfaction
Drivers of Customer Loyalty
Customer Loyalty Breakers
Tracking Customer Loyalty
Increasing Customer Loyalty
Customer Satisfaction
Why Dissatisfaction in Customers
Measuring Customer Satisfaction
Methods of Measuring Satisfaction
Factors affecting Customer Satisfaction
Customer Retention - Introduction
Customer Retention Strategy
Determinants of Customer Retention
Methods/Tools for Customer Retention
Myths about Customer Retention
Benefits of Cloud CRM for Small Businesses
Practical Tips for Effectively Implementing Salesforce