Customers Relationship Management: A Step-By-Step Approach
Preface chapter 1 focus on customer relationship * introduction and significance ofcustomer relationship marketing * why organisations lose their customers *strategies for building relationship : people, process, product, organisation,setting satisfactory service standard, concentration on competitors, customeranalysis, cost analysis, concentration on the paying ability of customers,knowledge on p...
Paperback: 240 pages
Publisher: Sangam Books Ltd (January 15, 2003)
Package Dimensions: 9.3 x 6 x 0.5 inches
Format: PDF Text TXT book
- 8125912053 pdf
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- H. Mohamed epub
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rchase behaviour patter, differentiation in prices and qualitystandards, focus on reducing dissatisfaction, attention on changing requirementsof customers, concentration on performance, training to supply chain employees,empowerment to service providers, incentivising service providers, augmentingintangible benefits, visit to the point of usage of the product, developpartnership with customers, organising customer clubs, relationship basedpricing schemes, identifying with social events and concern for societalproblems, effective customer communication system, customer complaint monitoringcell, developing customer satisfaction index, focus on preventive actions,concentration on customer satisfaction research, focus on focus group, buildingswitching barriers, unethical approach to build and maintain customerrelationship, drawing the attention of competitors customers, developing totalcare programmes chapter 2 building customer relationship management * customer acquisition * input foracquisition * requisitesffor effective acquisition : focussed approach,providing a win-win platform, initiate forum for communication, attempt tominimise 'fud', projection of benefits and not products, contextual application,focus on decision process * attention on adoption process : focus on options ofprospective customers, building up publicity and public relations,concentration on existing customers, process of acquisition.