Analysing Customer Lifetime Value In CRM     Customer Lifetime Value (CLV) is the expected net profit a customer will contribute to your business as long as the customer remains a customer. This also shows how profitable the organisation will be in the future.   Role of Technology When an […]

A Customer-Centric Enterprise (CCE) is an organisation that has resolved to do business from customers’ perspective. In this kind of organisation, profit is not their main motive of establishing business, they first resolve to satisfy customers’ needs which will in turn generate profits more than they expected. That is why […]

When we talk of touch points, we are taking about different ways through which customers can have access to an organization. In many forward looking organizations today gone are those days that customers cannot have access to their accounts or transact business with an organization unless they physically enter the […]

When we talk about dimensions of customer service, it is a concept that helps us to understand that customers rate the level of services provided by any organisation in two dimensions. We are going to take a closer look at these dimensions in order to have a good grasp of […]

Understanding The Customer In CRM     OBJECTIVES OF THIS ARTICLE    At the end of this lesson, readers should be able to understand: ·         who a customer is, ·         what is means to treat customers as a king ·         the act of knowing your customers and the relationship that […]

  It has much to do with talking to your customers and customers talking to you and among one another about your products and services.  Many at times organisations have put mechanisms and technologies in place that allow the customers to relate with organisations; ask questions and make suggestions.    […]

According to Longman Dictionary of Contemporary English, the internet is a computer system that allows millions of computer users around the world to exchange information.  When talking about the internet, it is a process that allows someone sitting in the corner of his room or office to send out messages […]

  We will also talk about what you need to know about your profitable customers.   When we talk about CCS, we are talking of ways by which an organization tries to do business from customers’ perspective. Whatever form an organization adopts in order to be customer-centric, it is always […]

Customer Centricity has much to do with the desire of an organization to put customers first in whatever thing they are doing. The organisation in evolving a customer-centric enterprise will try to anticipate what customers want and try to meet customers at the right place with the right products and […]

Introduction In the previous chapter, we talk about the brand promise which has much to do with what consumers should expect from your organization. Before you can study your customers, you must have clear insight into the calibre of customers that you want in your organization. Having a clear insight […]

      OBJECTIVES OF THIS ARTICLE                 In this article, we want to look at:   ·    The meaning of customer satisfaction.   ·  Relationship and differences between customer satisfaction and customer     loyalty.   ·  Relationship between customer satisfaction and brand value.   ·  How to measure customer […]

  Definition A customer is loyal if he continues to buy a particular product, or service after the first purchase. It can also be seen as the desire of an organisation person to resist offers from competitors and stick to a particular product(s) or service(s).   Importance of Customer Loyalt […]

    Introduction When we talk about customer care in either product-centric or customer centric organization, we are talking about a specialized centre that is saddled with the responsibility of resolving customer issues. Many organisations are now realizing the need to put customer issues on the front burner with dedicated […]

  What is E-CRM? E-CRM can simply be defined as the introduction of technologies and the internet in order to ensure that customers enjoy the maximum experience from the organization irrespective of the channel that they have chosen to interact with the organization. it helps a customer-centric enterprise to formulate […]

  Definition The word “drivers” are not strange, even to a layman. They are the ones saddled with the responsibility of taking you to your desired destination (s). Don’t be surprised, CRM as a concept too has its own drivers! They are some components that must be present before you […]

When we talk about CRM, we are talking about how you relate with your customers. We want to look at where your business is focused on. However, before doing that, I would like to look at the subject matter of CRM from the angle of authorities in the field.   […]