SlideShare una empresa de Scribd logo

Customer Relationship Marketing: Building Long-Term Profitable Relationships

•Descargar como PPT, PDF•
•
A
adanda02
1 de 11
Customer Relationship Marketing ,[object Object],[object Object],[object Object],[object Object]
The shift to Customer Relationship Marketing Transactional Focus Relationship Focus Orientation to single sales Orientation to customer retention Discontinuous customer contact Continuous customer contact Focus on product features Focus on customer value Short time scale Long time scale Little emphasis on customer service High customer service emphasis Little commitment to meeting customer High commitments to meeting Expectations customer expectations Quality is the concern of production staff Quality is the concern of all staff
CRM Defined ,[object Object],[object Object],[object Object]
CRM Defined ,[object Object],[object Object],[object Object],[object Object]
Characteristics of CRM ,[object Object],[object Object],[object Object]
Requirements for a successful CRM ,[object Object],[object Object],[object Object],[object Object],[object Object]
Requirements for successful CRM ,[object Object],[object Object],[object Object],[object Object]
Requirements for CRM ,[object Object],[object Object],[object Object]
CRM ,[object Object]
How organisations lose customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Importance of long-term relationships with customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Recomendados

Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingOviya Venkatesh
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingYasmeen AlMaleeh
 
Relationship Development Strategies
Relationship Development StrategiesRelationship Development Strategies
Relationship Development StrategiesVeli Bahçeci
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingdeepu2000
 
benifit of customer relationship marketing in present senario by Rashmiranjan...
benifit of customer relationship marketing in present senario by Rashmiranjan...benifit of customer relationship marketing in present senario by Rashmiranjan...
benifit of customer relationship marketing in present senario by Rashmiranjan...Rashmiranjan Das
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingKira_Lio
 
Building Customer Relationship
Building Customer RelationshipBuilding Customer Relationship
Building Customer RelationshipMrirfan
 
Relationship Marketing
Relationship MarketingRelationship Marketing
Relationship MarketingHarryadin Mahardika
 

Recomendados

Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingOviya Venkatesh
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingYasmeen AlMaleeh
 
Relationship Development Strategies
Relationship Development StrategiesRelationship Development Strategies
Relationship Development StrategiesVeli Bahçeci
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingdeepu2000
 
benifit of customer relationship marketing in present senario by Rashmiranjan...
benifit of customer relationship marketing in present senario by Rashmiranjan...benifit of customer relationship marketing in present senario by Rashmiranjan...
benifit of customer relationship marketing in present senario by Rashmiranjan...Rashmiranjan Das
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingKira_Lio
 
Building Customer Relationship
Building Customer RelationshipBuilding Customer Relationship
Building Customer RelationshipMrirfan
 
Relationship Marketing
Relationship MarketingRelationship Marketing
Relationship MarketingHarryadin Mahardika
 
RELANTIONSHIP MARKETING As A TOOL
RELANTIONSHIP MARKETING As A TOOL RELANTIONSHIP MARKETING As A TOOL
RELANTIONSHIP MARKETING As A TOOL Amarnath Krishnan
 
Mm.13.10
Mm.13.10Mm.13.10
Mm.13.10Yusuf Abdullah
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship managementbhupinder kaur
 
Rm1 foundations of relationship marketing
Rm1 foundations of relationship marketingRm1 foundations of relationship marketing
Rm1 foundations of relationship marketingMawan Frans Leonard Tambunan
 
Relationship Marketing
Relationship MarketingRelationship Marketing
Relationship MarketingNeeraj Garwal
 
Relationship marketing concept, process and importance
Relationship marketing concept, process and importanceRelationship marketing concept, process and importance
Relationship marketing concept, process and importancegaurav jain
 
8. relationship marketing
8. relationship marketing8. relationship marketing
8. relationship marketingAkash Bakshi
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingHausman and Associates
 
Customer relationship marketing
Customer relationship marketingCustomer relationship marketing
Customer relationship marketingravneetubs
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship managementsmorrison28
 
Relationship marketing presentation
Relationship marketing presentationRelationship marketing presentation
Relationship marketing presentationAfzaal Ali
 
Relationship Marketing ppt 31
Relationship Marketing ppt 31Relationship Marketing ppt 31
Relationship Marketing ppt 31ankit0231
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingsukesh gowda
 
Relationship Marketing
Relationship MarketingRelationship Marketing
Relationship MarketingNilam Kabra
 
Relationship Marketing - Your Customers Are Human - lecture for City of Scott...
Relationship Marketing - Your Customers Are Human - lecture for City of Scott...Relationship Marketing - Your Customers Are Human - lecture for City of Scott...
Relationship Marketing - Your Customers Are Human - lecture for City of Scott...Mike Jones ⚡
 
Creative Marketing Review | Relationship Marketing
Creative Marketing Review | Relationship MarketingCreative Marketing Review | Relationship Marketing
Creative Marketing Review | Relationship MarketingJuan Blas Gómez
 
Customer relationships
Customer relationshipsCustomer relationships
Customer relationshipsGinare Vesilrio
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingnoT yeT woRkiNg !! iM stiLl stUdYinG !!
 
Modern marketing concepts
Modern marketing conceptsModern marketing concepts
Modern marketing conceptsbalirahul1
 
diploma
diplomadiploma
diplomaИван Силин
 
Traditional marketing vs rethinking marketing
Traditional marketing vs rethinking marketingTraditional marketing vs rethinking marketing
Traditional marketing vs rethinking marketingVijin V Vijayan
 
Chapter 12: Applications of Database Marketing in B-to-C and B-to-B Scenarios
Chapter 12: Applications of Database Marketing in B-to-C and B-to-B ScenariosChapter 12: Applications of Database Marketing in B-to-C and B-to-B Scenarios
Chapter 12: Applications of Database Marketing in B-to-C and B-to-B Scenariositsvineeth209
 

Más contenido relacionado

La actualidad más candente

RELANTIONSHIP MARKETING As A TOOL
RELANTIONSHIP MARKETING As A TOOL RELANTIONSHIP MARKETING As A TOOL
RELANTIONSHIP MARKETING As A TOOL Amarnath Krishnan
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship managementbhupinder kaur
 
Relationship Marketing
Relationship MarketingRelationship Marketing
Relationship MarketingNeeraj Garwal
 
Relationship marketing concept, process and importance
Relationship marketing concept, process and importanceRelationship marketing concept, process and importance
Relationship marketing concept, process and importancegaurav jain
 
8. relationship marketing
8. relationship marketing8. relationship marketing
8. relationship marketingAkash Bakshi
 
Customer relationship marketing
Customer relationship marketingCustomer relationship marketing
Customer relationship marketingravneetubs
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship managementsmorrison28
 
Relationship marketing presentation
Relationship marketing presentationRelationship marketing presentation
Relationship marketing presentationAfzaal Ali
 
Relationship Marketing ppt 31
Relationship Marketing ppt 31Relationship Marketing ppt 31
Relationship Marketing ppt 31ankit0231
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingsukesh gowda
 
Relationship Marketing
Relationship MarketingRelationship Marketing
Relationship MarketingNilam Kabra
 
Relationship Marketing - Your Customers Are Human - lecture for City of Scott...
Relationship Marketing - Your Customers Are Human - lecture for City of Scott...Relationship Marketing - Your Customers Are Human - lecture for City of Scott...
Relationship Marketing - Your Customers Are Human - lecture for City of Scott...Mike Jones ⚡
 
Creative Marketing Review | Relationship Marketing
Creative Marketing Review | Relationship MarketingCreative Marketing Review | Relationship Marketing
Creative Marketing Review | Relationship MarketingJuan Blas Gómez
 

La actualidad más candente (18)

RELANTIONSHIP MARKETING As A TOOL
RELANTIONSHIP MARKETING As A TOOL RELANTIONSHIP MARKETING As A TOOL
RELANTIONSHIP MARKETING As A TOOL
 
Mm.13.10
Mm.13.10Mm.13.10
Mm.13.10
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 
Rm1 foundations of relationship marketing
Rm1 foundations of relationship marketingRm1 foundations of relationship marketing
Rm1 foundations of relationship marketing
 
Relationship Marketing
Relationship MarketingRelationship Marketing
Relationship Marketing
 
Relationship marketing concept, process and importance
Relationship marketing concept, process and importanceRelationship marketing concept, process and importance
Relationship marketing concept, process and importance
 
8. relationship marketing
8. relationship marketing8. relationship marketing
8. relationship marketing
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketing
 
Customer relationship marketing
Customer relationship marketingCustomer relationship marketing
Customer relationship marketing
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 
Relationship marketing presentation
Relationship marketing presentationRelationship marketing presentation
Relationship marketing presentation
 
Relationship Marketing ppt 31
Relationship Marketing ppt 31Relationship Marketing ppt 31
Relationship Marketing ppt 31
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketing
 
Relationship Marketing
Relationship MarketingRelationship Marketing
Relationship Marketing
 
Relationship Marketing - Your Customers Are Human - lecture for City of Scott...
Relationship Marketing - Your Customers Are Human - lecture for City of Scott...Relationship Marketing - Your Customers Are Human - lecture for City of Scott...
Relationship Marketing - Your Customers Are Human - lecture for City of Scott...
 
Creative Marketing Review | Relationship Marketing
Creative Marketing Review | Relationship MarketingCreative Marketing Review | Relationship Marketing
Creative Marketing Review | Relationship Marketing
 
Customer relationships
Customer relationshipsCustomer relationships
Customer relationships
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketing
 

Destacado

Modern marketing concepts
Modern marketing conceptsModern marketing concepts
Modern marketing conceptsbalirahul1
 
Traditional marketing vs rethinking marketing
Traditional marketing vs rethinking marketingTraditional marketing vs rethinking marketing
Traditional marketing vs rethinking marketingVijin V Vijayan
 
Chapter 12: Applications of Database Marketing in B-to-C and B-to-B Scenarios
Chapter 12: Applications of Database Marketing in B-to-C and B-to-B ScenariosChapter 12: Applications of Database Marketing in B-to-C and B-to-B Scenarios
Chapter 12: Applications of Database Marketing in B-to-C and B-to-B Scenariositsvineeth209
 
Chapter 10: Data Mining
Chapter 10: Data MiningChapter 10: Data Mining
Chapter 10: Data Miningitsvineeth209
 
Crm presentation final version
Crm presentation final versionCrm presentation final version
Crm presentation final versionPaul Puggioni
 
Chapter 7: Using Databases
Chapter 7: Using DatabasesChapter 7: Using Databases
Chapter 7: Using Databasesitsvineeth209
 
Final eb ch p customer relationship management
Final eb ch p customer relationship managementFinal eb ch p customer relationship management
Final eb ch p customer relationship managementazmatmengal
 
Consumer behavior _ introduction
Consumer behavior _ introductionConsumer behavior _ introduction
Consumer behavior _ introductionDaksh Dugar
 
Chapter 9: Effectiveness of Loyalty Programs
Chapter 9: Effectiveness of Loyalty ProgramsChapter 9: Effectiveness of Loyalty Programs
Chapter 9: Effectiveness of Loyalty Programsitsvineeth209
 
Consumer behavior session 2 intro to consumer and cbb
Consumer behavior session 2 intro to consumer and cbbConsumer behavior session 2 intro to consumer and cbb
Consumer behavior session 2 intro to consumer and cbbgaurav salaria
 
Chapter 1: CRM, Database Marketing and Customer Value
Chapter 1: CRM, Database Marketing and Customer ValueChapter 1: CRM, Database Marketing and Customer Value
Chapter 1: CRM, Database Marketing and Customer Valueitsvineeth209
 
Ppt on impact of ethnic diversity and consumer value
Ppt on impact of ethnic diversity and consumer valuePpt on impact of ethnic diversity and consumer value
Ppt on impact of ethnic diversity and consumer valueRitik Ashish
 
Chapter 3: Strategic CRM
Chapter 3: Strategic CRMChapter 3: Strategic CRM
Chapter 3: Strategic CRMitsvineeth209
 
Chapter 14: Impact of CRM on Marketing Channels
Chapter 14: Impact of CRM on Marketing ChannelsChapter 14: Impact of CRM on Marketing Channels
Chapter 14: Impact of CRM on Marketing Channelsitsvineeth209
 
Chapter 1 Consumer Behavior: Its Origins & Strategic Applications
Chapter 1 Consumer Behavior: Its Origins & Strategic ApplicationsChapter 1 Consumer Behavior: Its Origins & Strategic Applications
Chapter 1 Consumer Behavior: Its Origins & Strategic ApplicationsNishant Agrawal
 
Consumer behaviour influencing dimensions of opinion leadership
Consumer behaviour influencing dimensions of opinion leadershipConsumer behaviour influencing dimensions of opinion leadership
Consumer behaviour influencing dimensions of opinion leadershipDebanjan Saha, Ph.D.
 

Destacado (20)

Modern marketing concepts
Modern marketing conceptsModern marketing concepts
Modern marketing concepts
 
diploma
diplomadiploma
diploma
 
Traditional marketing vs rethinking marketing
Traditional marketing vs rethinking marketingTraditional marketing vs rethinking marketing
Traditional marketing vs rethinking marketing
 
Chapter 12: Applications of Database Marketing in B-to-C and B-to-B Scenarios
Chapter 12: Applications of Database Marketing in B-to-C and B-to-B ScenariosChapter 12: Applications of Database Marketing in B-to-C and B-to-B Scenarios
Chapter 12: Applications of Database Marketing in B-to-C and B-to-B Scenarios
 
Chapter 10: Data Mining
Chapter 10: Data MiningChapter 10: Data Mining
Chapter 10: Data Mining
 
Crm
CrmCrm
Crm
 
Crm presentation final version
Crm presentation final versionCrm presentation final version
Crm presentation final version
 
Chapter 7: Using Databases
Chapter 7: Using DatabasesChapter 7: Using Databases
Chapter 7: Using Databases
 
Final eb ch p customer relationship management
Final eb ch p customer relationship managementFinal eb ch p customer relationship management
Final eb ch p customer relationship management
 
Consumer behavior _ introduction
Consumer behavior _ introductionConsumer behavior _ introduction
Consumer behavior _ introduction
 
Chapter 9: Effectiveness of Loyalty Programs
Chapter 9: Effectiveness of Loyalty ProgramsChapter 9: Effectiveness of Loyalty Programs
Chapter 9: Effectiveness of Loyalty Programs
 
Consumer behavior session 2 intro to consumer and cbb
Consumer behavior session 2 intro to consumer and cbbConsumer behavior session 2 intro to consumer and cbb
Consumer behavior session 2 intro to consumer and cbb
 
Chapter 1: CRM, Database Marketing and Customer Value
Chapter 1: CRM, Database Marketing and Customer ValueChapter 1: CRM, Database Marketing and Customer Value
Chapter 1: CRM, Database Marketing and Customer Value
 
Ppt on impact of ethnic diversity and consumer value
Ppt on impact of ethnic diversity and consumer valuePpt on impact of ethnic diversity and consumer value
Ppt on impact of ethnic diversity and consumer value
 
Modern marketing
Modern marketingModern marketing
Modern marketing
 
Chapter 3: Strategic CRM
Chapter 3: Strategic CRMChapter 3: Strategic CRM
Chapter 3: Strategic CRM
 
Chapter 14: Impact of CRM on Marketing Channels
Chapter 14: Impact of CRM on Marketing ChannelsChapter 14: Impact of CRM on Marketing Channels
Chapter 14: Impact of CRM on Marketing Channels
 
Chapter 1 Consumer Behavior: Its Origins & Strategic Applications
Chapter 1 Consumer Behavior: Its Origins & Strategic ApplicationsChapter 1 Consumer Behavior: Its Origins & Strategic Applications
Chapter 1 Consumer Behavior: Its Origins & Strategic Applications
 
Consumer behaviour unit 13
Consumer behaviour unit 13Consumer behaviour unit 13
Consumer behaviour unit 13
 
Consumer behaviour influencing dimensions of opinion leadership
Consumer behaviour influencing dimensions of opinion leadershipConsumer behaviour influencing dimensions of opinion leadership
Consumer behaviour influencing dimensions of opinion leadership
 

Similar a Customer Relationship Marketing: Building Long-Term Profitable Relationships

Crm ppt final (1)
Crm ppt final (1)Crm ppt final (1)
Crm ppt final (1)ravneetubs
 
Crm ppt final (1)
Crm ppt final (1)Crm ppt final (1)
Crm ppt final (1)Angad Singh
 
Service marketing5
Service marketing5Service marketing5
Service marketing5Swarit Yadav
 
principlesofmarketing-chapter2-1708101623343.pptx
principlesofmarketing-chapter2-1708101623343.pptxprinciplesofmarketing-chapter2-1708101623343.pptx
principlesofmarketing-chapter2-1708101623343.pptxcjoypingaron
 
Principles of marketing.pptx
Principles of marketing.pptxPrinciples of marketing.pptx
Principles of marketing.pptxMarylandMendoza2
 
Customer relationship management
Customer relationship management Customer relationship management
Customer relationship management Mohit Yadav
 
principlesofmarketing-chapter2-170810162334.pptx
principlesofmarketing-chapter2-170810162334.pptxprinciplesofmarketing-chapter2-170810162334.pptx
principlesofmarketing-chapter2-170810162334.pptxCHUBBYTITAMAESTRA
 
Principles of Marketing for Grade 12 Students. Chapter 2
Principles of Marketing for Grade 12 Students. Chapter 2 Principles of Marketing for Grade 12 Students. Chapter 2
Principles of Marketing for Grade 12 Students. Chapter 2 Johemie Lopez Quinones
 
Customer relationship management unit 1 introduction
Customer relationship management unit 1 introductionCustomer relationship management unit 1 introduction
Customer relationship management unit 1 introductionGanesha Pandian
 
Customer Relationship Management unit 1 introduction
Customer Relationship Management unit 1 introductionCustomer Relationship Management unit 1 introduction
Customer Relationship Management unit 1 introductionGanesha Pandian
 
Customer Relationship Management
Customer Relationship Management Customer Relationship Management
Customer Relationship Management Anıl Sural
 
B.Com 07-11, Lecture 4
B.Com 07-11, Lecture 4B.Com 07-11, Lecture 4
B.Com 07-11, Lecture 4saadz2007
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketingNaveen Prasad
 
Pertemuan Ke 4 Satisfaction And Value
Pertemuan Ke 4 Satisfaction And ValuePertemuan Ke 4 Satisfaction And Value
Pertemuan Ke 4 Satisfaction And ValueMrirfan
 
Customer relationship Management o
Customer relationship Management oCustomer relationship Management o
Customer relationship Management oAmiya Sahoo
 

Similar a Customer Relationship Marketing: Building Long-Term Profitable Relationships (20)

Crm ppt final (1)
Crm ppt final (1)Crm ppt final (1)
Crm ppt final (1)
 
Crm ppt final (1)
Crm ppt final (1)Crm ppt final (1)
Crm ppt final (1)
 
Service marketing5
Service marketing5Service marketing5
Service marketing5
 
principlesofmarketing-chapter2-1708101623343.pptx
principlesofmarketing-chapter2-1708101623343.pptxprinciplesofmarketing-chapter2-1708101623343.pptx
principlesofmarketing-chapter2-1708101623343.pptx
 
Principles of marketing.pptx
Principles of marketing.pptxPrinciples of marketing.pptx
Principles of marketing.pptx
 
Customer relationship management
Customer relationship management Customer relationship management
Customer relationship management
 
principlesofmarketing-chapter2-170810162334.pptx
principlesofmarketing-chapter2-170810162334.pptxprinciplesofmarketing-chapter2-170810162334.pptx
principlesofmarketing-chapter2-170810162334.pptx
 
Chapter 2.pptx
Chapter 2.pptxChapter 2.pptx
Chapter 2.pptx
 
Principles of Marketing for Grade 12 Students. Chapter 2
Principles of Marketing for Grade 12 Students. Chapter 2 Principles of Marketing for Grade 12 Students. Chapter 2
Principles of Marketing for Grade 12 Students. Chapter 2
 
Customer relationship management unit 1 introduction
Customer relationship management unit 1 introductionCustomer relationship management unit 1 introduction
Customer relationship management unit 1 introduction
 
Customer Relationship Management unit 1 introduction
Customer Relationship Management unit 1 introductionCustomer Relationship Management unit 1 introduction
Customer Relationship Management unit 1 introduction
 
Customer Relationship Management
Customer Relationship Management Customer Relationship Management
Customer Relationship Management
 
Sm 3
Sm 3Sm 3
Sm 3
 
unit-1-170414200345.pdf
unit-1-170414200345.pdfunit-1-170414200345.pdf
unit-1-170414200345.pdf
 
Unit 1
Unit 1Unit 1
Unit 1
 
B.Com 07-11, Lecture 4
B.Com 07-11, Lecture 4B.Com 07-11, Lecture 4
B.Com 07-11, Lecture 4
 
Relationship marketing
Relationship marketingRelationship marketing
Relationship marketing
 
Pertemuan Ke 4 Satisfaction And Value
Pertemuan Ke 4 Satisfaction And ValuePertemuan Ke 4 Satisfaction And Value
Pertemuan Ke 4 Satisfaction And Value
 
Customer relationship Management o
Customer relationship Management oCustomer relationship Management o
Customer relationship Management o
 
CRM and 4 P’s of Marketing
CRM and 4 P’s of MarketingCRM and 4 P’s of Marketing
CRM and 4 P’s of Marketing
 

Customer Relationship Marketing: Building Long-Term Profitable Relationships

  • 1.
  • 2. The shift to Customer Relationship Marketing Transactional Focus Relationship Focus Orientation to single sales Orientation to customer retention Discontinuous customer contact Continuous customer contact Focus on product features Focus on customer value Short time scale Long time scale Little emphasis on customer service High customer service emphasis Little commitment to meeting customer High commitments to meeting Expectations customer expectations Quality is the concern of production staff Quality is the concern of all staff
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.