Goals of Customer Relationship Management

Front

What are the goals of customer relationship management?

Back

Building, maintaining, and maximizing the long-term value of customer relationships.

Front

What are the ways Business Build, maintain, and maxime the long-term value of customer relationships

Back

• Technology

• Strategies

• Processes

• People

Front

In the past CRM was mainly

Back

Tracking and organizing
customer information

Front

What is the Goal of Customer Experience Management

Back

• Meet customer expectations

• Provide customers with
  outstanding experiences
  at every touch point.

Create customer advocacy
(word-of-mouth promotion
and referrals)

Front

What are the three types of CRM Software

Back

Operational

Collaborative

Analytical

Front

What is the purpose of Operational CRM Software

Back

SUPPORT OF CUSTOMER PROCESSES THAT INCLUDE A COMPANY’S SALES OR SERVICE REPRESENTATIVE

Front

What is the purpose of Collaborative CRM Software

Back

DIRECT COMMUNICATION WITH CUSTOMERS THAT DOES NOT INCLUDE A COMPANY’S SALES OR SERVICE REPRESENTATIVE (“SELF-SERVICE”)

Front

What is the purpose of Analytical CRM Software?

Back

ANALYSIS OF CUSTOMER DATA FOR A BROAD RANGE OF PURPOSES

Front

What is a Customer-Service Mindset

Back

The belief
that providing customers with excellent service should be a business’s
top priority

Front

Who Benefits from a Customer Service Mind Set

Back

Customers

Employees

Business