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Aug 17, 2015
Photo by Niklas Emmerich Photography - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/49422583@N02 Created with Haiku Deck
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CRM is the process of carefully managing detailed information about individual
customers and all possible “touch points” to maximise loyalty
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Identify prospects & customers
Differentiate customers by (1) their needs (2) their value to your company
Know their individual needs personally and build stronger relation
Customize process, services and messages to each customer
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Define and measure
retention rate
Distinguish customer attrition &
manage better
Compare lost customer’s
lifetime value to deflection
costs
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Target Market Aware Open to
trial
Trier (non rejec-tor)
Recent User
Regular User
Most often Used
Loyal
Marketi ng Funnel
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Reducing rate of customer deflection
Increasing longevity of
customer relation
Enhancing growth potential of each
customer
Making low-profit customers more
profitable
Provide valueable effort on high-
profit customer
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Interacting with customers
Developing Loyalty Programs
Creating institutional ties
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Re-Activate the In-Active
• Created by Karan Bhatt, NIT Surat, during an internship by Prof. Sameer Mathur, IIM Lucknow.
• www.IIMInternship.com