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….

    Introduction In defining CRM strategy in chapter one, we said that any organisation that desires to be customer-centred must have a laid down plan on how they want to achieve their objectives.   In this article, we will be talking about those things that needs to be present in any CRM strategy before…

  In my previous article, I looked at all that you need to know about customer strategy in CRM. In this article, I want to look at all that you need to know about customer care in CRM. Follow me as we are going to look at this together in this article.   When we…

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 the components of a customer relationship management strategy. Follow me as we look at that together in this article.   In defining Customer Relationship Management Strategy, we said that any…

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 some of the major drivers of CRM. Follow me as we are going to look at that together in this article.   The word “driver” is not strange to some…