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분야
pptLearning Outcomes
Customer Relationship Management(CRM)
Recency, Frequency, and Monetary Value(RFM)
The Evolution of CRM
FIGURE 11.2
Reporting, Analyzing, and Predicting Examples
The Ugly Side of CRM: Why CRM Matters
- More now than Ever Before
Customer Relationship Management’s Explosive Growth
Using Analytical CRM to enhance decisions
Customer Relationship Management Success factors
Chapter11 case: Can You Find Your Customers?
Introduction
Operational CRM Technologies
Marketing Operational CRM techniques
Sales and Operational CRM techniques
Customer Service and Operational CRM techniques
Analytical CRM
Current Trends: SRM, PRM, and ERM
Future Trends
- More now than Ever Before
Now, companies have no choice as the power of the customer grows exponentially as the Internet grows.
Figure 11.3
In every case, you have become an integral part of the action as a member of the aggregated, interactive, self-organizing, auto-entertaining audience.
You constructed open-source software and are its customer and its caretaker.
Customer web interactions become conversations, interactive dialogs with shared knowledge, not just business transactions.
Web-based customer care can actually become the focal point of customer relationship management and provide breakthrough benefits for both the enterprise and its customers, substantially reducing costs while improving service.
