Professional Documents
Culture Documents
Situation: There is a sudden departure of important customer facing key account executives
Result: 1. It leads to loss of key customers OR 2. It does not affect the Company
CONSUMER BEHAVIOUR
Changed dramatically last decade the abundance of choice availability of information entitlement ( customers asking what have you done for me lately) commoditization of goods & services insecurity (consumer financial problems reduce loyalty) time scarcity
Relationship Marketing
AIM: fostering ongoing communications furnishing loyalty by building in extras like upgrades stimulating sense of belonging by providing an exclusive club membership Relationships between organizations evolve at three different levels: economic, social & structural
Effective CRM
Define business problem Build marketing database- Data Mining Explore data Prepare data for modeling Build model Evaluate model Deploy model & results
Conclusion
Customer relationship management is essential to compete effectively in todays market place. The more effectively you can use the information about your customers to meet their needs the more profitable you will be. Companies should treat a customer relationship management solution as a product or service and its users as internal customers- by making it valuable, pricing appropriately, advertising and providing after-sales support. The route to a successful business requires that you understand your customers and their requirements and data mining is the essential guide.