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Retaining Customers In An Economic Downturn03

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Paul Greenberg
Paul Greenberg

The document discusses strategies for customer relationship management (CRM) during economic downturns. It suggests focusing on customer retention rather than new customer acquisition since retention costs are much lower. Engaging loyal customers through communications and providing value can help a business acquire new customers through word-of-mouth promotion. The document also discusses adjusting pricing, payment options, and loyalty programs to meet customer needs and retaining customers as partners through the downturn.

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Paul Greenberg Author: CRM at the Speed of Light
Caveat #1: I’m not an economist
Caveat #2: CRM is not a panacea
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Author: CRM at the Speed of Light (4th Edition, February 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog: http://the56group.typepad.com ZDNET Blog: http://blogs.zdnet.com/crm Email: [email_address] Twitter: http://www.twitter.com/pgreenbe Cell phone: 703-551-2337 THANK YOU

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Retaining Customers In An Economic Downturn03

  • 1. Paul Greenberg Author: CRM at the Speed of Light
  • 2. Caveat #1: I’m not an economist
  • 3. Caveat #2: CRM is not a panacea
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  • 22. Author: CRM at the Speed of Light (4th Edition, February 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog: http://the56group.typepad.com ZDNET Blog: http://blogs.zdnet.com/crm Email: [email_address] Twitter: http://www.twitter.com/pgreenbe Cell phone: 703-551-2337 THANK YOU

Notas del editor

  1. 06/07/09 15:24 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.