Category: CRM

We will also talk about what you need to know about your profitable customers. When we talk about CRM, we are talking of ways by…

  In the previous chapter, we talk about the brand promise which has much to do with what consumers should expect from your organisation.  …

Customer satisfaction results from process 0! internal evaluation that actively compares expectations before purchase with a perceived performance during and at the conclusion of the…

  Definition A customer is said to be loyal if he continues to buy a particular product or service after the first purchase.   It…

Before CRM can be implemented in any organisation, there are some basic things that must be put in place so that the whole process will…

Electronic CRM can simply be defined as the introduction of technologies and the internet in order to ensure that customers enjoy the maximum experience from…

Shocking Facts About CRM Solution Map   #1 Marketing In the marketing department’s plans to shift to CRM, they needed applications that can identify prospective…

    Introduction In defining CRM strategy in chapter one, we said that any organisation that desires to be customer-centred must have a laid down…

  In my previous article, I looked at all that you need to know about customer strategy in CRM. In this article, I want to…

In my previous article, I looked at some of the drivers of customer relationship management. In this article, I want to look at some of…

In my previous article, I talked about all that you need to know about customer relationship management. In this article, I want to talk about…

I know that CRM or CRM Initiatives is a buzzword. Almost every organisation wants people to know them as being customer centred. In this article,…

  Many CRM definitions focus on the importance of knowing your customer and acting on that knowledge. Putting this principle into practice is where the…

In my previous article, I talked about Samson and some of the mistakes that the bank made that made them lose Samson as a customer.…

  In my past articles, I have always been using the story of Samson and the bank. I have explained how he was treated harshly…

  It has much to do with talking to your customers and customers talking to you and among one another about your products and services.…

  At the end of this article , readers should be able to understand:     Who a customer is, What it means to treat…

When we talk about dimensions of customer service, it is a concept that helps us to understand that customers rate the level of services been…

  When we talk of touchpoints, we are talking about different ways through which customers can have access to an organization.   In many forward-looking…

A Customer-Centric Enterprise (CCE) is an organisation that has resolved to do business from the customers’ perspective.   In this kind of organisation, profit is…