2. CRM is a company’s capability to customize
the interaction with an individual or a group
of customers to develop specific mutually
beneficial relationship to maximize the
overall value of the company.
3. Where there is frequent repurchase
Where the repurchase is of significant value
When there is an opportunity to customize
When there is an opportunity to cross sell
4. Clear understanding of corporate goals
Senior management commitment
Ability to execute change
Commitment to funding
Availability and integrity of data
5. How can I determine a customer’s value?
How can I Identify my most valuable customers?
How does the behavior of my most valuable
customers differ?
How can I group my valuable customers?
What can I customize my interaction with my
most valuable customers?
How can I retain/enhance the value of a
customer?
How can I attract more such valuable customers?
How can I disengage with unprofitable
customers?s
