Customer relationship management (CRM) has become a core part of how businesses operate and grow. But CRM wasn’t always digital, automated, or even standardized. Understanding the evolution of CRM helps us see how far customer engagement has come—and where it’s heading next. In this guide, we’ll explore the three phases of CRM, the emergence…
This video talks about all that you need to know about the evolution of customer relationship management. Action Point PS: I know you might agree with some of the points raised in this article or disagree with some of the issues raised. Please share your thoughts on the topic discussed. We would appreciate it if…
When an organisation wishes to build a loyal customer base, it must be intentional, consistent and different. They must be ready to add value to their customers. They must be able to serve their customers in such a way that serving customers in a unique way becomes an engine for growth in the organisation….
Today’s customers are in control of their experience. This means businesses must be ready to meet them wherever they happen to be in their journey and help guide them along the path toward conversion and loyalty. One of the best ways to do this is by mapping out your customer’s journey…
This heading is self-explanatory enough. The brand promise is just what customers should expect from your product. It is what customers expect your product to do for them. It should be stated from the onset that, what you expect your product to do will determine how you invest in your employees, your business,…
It has been observed that a good Customer-Centric Enterprise must involve people, processes, and technology. This must be centred around the customer. It is on this premise that we can discuss the transition from a product-centric to a customer-centric enterprise. When we talk about processes, we are talking about referring to the activities…
Customer scoring is one of the means of developing a customer model. It aims at scoring the customers based on certain parameters on a regular basis instead of developing a specific model for each requirement. Developing this kind of scoring method will enable the organisation to assign multiple product/service scores plus…
In doing this, the organization employs customer-centric strategies in order to retain and grow its customer base. They also try to put the customers at the heart of everything that they are doing. One thing you should note here is that what keeps the relationship going is the trust that the customer has…
Customer’s Perspective of CCEs: Winning Secrets For Lead Conversion. When we were discussing brand promise, we said there are some things that your customers expect from your organization. If you are able to meet or exceed these expectations, then you can be truly called a customer-centric enterprise. The customers expect the…
One of the unique features of Customer-Centric Enterprise (CCE) is that they address all customer issues fully and resolve them completely. What we are saying here is that a CCE will never treat a customer(s) complaints with kids’ gloves. They will always ensure that their customers are happy. This is to prevent…
In the business world, a business can focus on any of the three areas available in the business world. These are customers, products or channels. In the developed world, more organisations are now focusing on customers because businesses are now becoming more customer-focused because businesses are now becoming more customers driven. This…
Customer Centricity has much to do with the desire of an organisation to put customers first in whatever thing they are doing. In this article, I am going to talk more about Customer centricity in CRM. The organisation is evolving into a customer-centric enterprise that will try to anticipate what customers want and try…
According to the Longman Dictionary of Contemporary English, the internet is a computer system that allows millions of computer users around the world to exchange information. We want to look at internet influence on CRM. OBJECTIVES OF THIS ARTICLE At the end of this lesson, you should be able to: · Discuss the relationship between…
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 which an organization tries to do business from the customers’ perspective. OBJECTIVE OF THIS ARTICLE In this article, we are going to look at Customer-Centric Strategy (CCS). We will…
In the previous chapter, we talk about the brand promise which has much to do with what consumers should expect from your organisation. Before you can study your customers, you must have a clear insight into the calibre of customers that you want in your organisation. OBJECTIVES OF THIS ARTICLE In this…
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 purchase experience. OBJECTIVES OF THIS ARTICLE In this article, we want to look at: The meaning of customer satisfaction. Relationship and differences between customer satisfaction and…
Definition A customer is said to be 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 organized person to resist offers from competitors and stick to a particular product(s) or service(s). OBJECTIVES OF THIS ARTICLE In this…
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 not fail. #1 Business Focus Any product-centred organisation that wish to now make customers the deciding factor of its activities must communicate its new business focus to its…
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 the organisation irrespective of the channel that they have chosen to interact with the organisation. It helps a customer-centric enterprise to formulate rules that will cover business processes across…
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 customers. They must be able to identify prospective customers. They must be able to identify the calibre of customers that they want and how they can meet their needs….