CHAPTER 11 : BUILDING A CUSTOMER -CENTRIC ORGANIZATION-CUSTOMER MANAGEMENT

DEFINITION CRM :-

CRM is managing all aspects of customer’s relationship with an organization to increase customer loyalty and retention and organization’s profitability.

THE EVOLUTION OF CRM
· There are three phases in the evolution of CRM include reporting, analyzing, and predicting

This picture below shows the example of ugly side CRM

USING ANALYTICAL CRM TO ENHANCE DECISIONS