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. If this is well utilized,…
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 or transact business with millions…
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 aimed at acquiring new customers,…
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 services. A customer-centric enterprise…
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 of this will help your…
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 satisfaction · Importance of…
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 Customer loyalty helps businesses to…
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 staff to handle customer issues….
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 rules that will cover business…
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 can achieve a desired customer-centric…
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. Brent Frei, the president of…
Definition When we talk of marketing communication, from the word we can see that it has much to do with sending and receiving messages that go on between prospects and the organization in the process of drawing them into the lifecycle of the organization. One of such mediums of communication that is used is…
Introduction In organizations, the marketing departments carry out a campaign in order to attract new customers to their lifecycle. These campaigns take different forms based on the type of organization in question. In whatever form an organization is carrying out its campaign, there is a need for them to analyze the effectiveness of…
Definition When we talk of marketing communication, from the word we can see that it has much to do with sending and receiving messages that go on between prospects and the organization in the process of drawing them into the lifecycle of the organization. One of such mediums of communication that is used…
At the end of this article, readers should be able to understand what: Customer Relationship Management (CRM) is, Understand the drivers of CRM Identify the elements of a good CRM strategy, Know the relationship between technology and CRM. They should be able to explain the CRM solution map, Define E-CRM, and know…
OBJECTIVE OF THIS ARTICLE At the end of this article, we are going to discover the following: Definition of Sales Forecasting What sales funnel Management is Qualities of a good sales Pipeline Management Introduction Sales forecasting is the ability of an organization to predict what the outcome of its effort would be…
OBJECTIVES OF THIS ARTICLE At the end of this article, readers should be able Define Marketing Automation. Know the features of good marketing automation. Marketing automation consists of the acts of designing, executing and measuring of marketing campaigns of an organization. One of the software’s used in marketing automation is called Enterprise…
OBJECTIVES OF THIS ARTICLE At the end of this article, readers should be able to: Define campaign management. Explain some of its unique features. Introduction In the recent time, where car theft is the order of the day, many mobile giants have been able to come up with mobile tracker that helps…
Objectives of this article Define Workflow management. Explain some of the unique features of workflow management applications. Definition When we talk of workflow management, we are talking about the process of organizing how work is done in an organization. It is part and parcel of marketing automation. Here we are going to look at…
OBJECTIVE OF THIS ARTICLE At the end of this article, readers should be able to: Define Operational CRM Define SFA Discuss the benefits of STA Operational CRMs are customer-facing applications that integrate departments that deal directly with customers with other departments in the organization, this may also include touchpoints. This at times…