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CRM Template[1]

The document discusses the importance of customer relationship management (CRM) and its benefits, such as understanding and reaching customers, as well as the impact of customer feedback on satisfaction and loyalty. It also highlights barriers to CRM implementation, including management support, organizational culture, and personnel resistance. Additionally, it explores the evolution of marketing paradigms from product-oriented to customer-oriented approaches, emphasizing the significance of customer segmentation and feedback mechanisms.

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Hon Verna
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12 views

CRM Template[1]

The document discusses the importance of customer relationship management (CRM) and its benefits, such as understanding and reaching customers, as well as the impact of customer feedback on satisfaction and loyalty. It also highlights barriers to CRM implementation, including management support, organizational culture, and personnel resistance. Additionally, it explores the evolution of marketing paradigms from product-oriented to customer-oriented approaches, emphasizing the significance of customer segmentation and feedback mechanisms.

Uploaded by

Hon Verna
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Does the appearance matter?

The first impression


Is the last impression
Lunched in 1989
Stopped in 1990
CRM BENEFITS
Knowing the customers
Reaching to the customers
CRM BENEFITS
Knowledge Management
CRM BENEFITS
Helps from customers’ feedback
CRM BENEFITS
Satisfaction Loyalty Profit
CRM BENEFITS

Monitoring Personnel

Decision Making
CRM BARRIERS
https://qualityclouds.com/why-do-so-many-projects-for-salesforce-fail/
CRM BARRIERS
CRM BARRIERS
Management Support

Organizational Culture
CRM BARRIERS
CRM Implementation

A cross-functional cooperation
CRM BARRIERS

Personnel Resistance
CRM BARRIERS
Cost – Benefit Analysis
MARKETING PARADIGM EVOLUTION
MARKETING PARADIGM EVOLUTION

Product
Oriented
Product Oriented Companies were focused on the quality
MARKETING PARADIGM EVOLUTION

Market
Oriented Market Oriented Companies were focused on the Marketing Principles
(7Ps)
Product
Oriented
MARKETING PARADIGM EVOLUTION
Customer Oriented Companies
are focused on the customization

Customer
Oriented
Market
Oriented

Product
Oriented
MARKETING PARADIGM EVOLUTION

Welfare
Customer Oriented
Oriented
Market Welfare Oriented Companies
Oriented
are focused on Corporate Social Responsibility
Product
Oriented

DISCUSSION: MARKET SEGMENTATION? HOW FAR DO YOU GO?


TYPES OF CUSTOMERS SEGMENTATION – SATISFACTION
1- Unsatisfied, not willing to Complain
▪ I think it is a useless & energy consuming process. ▪ I just want to talk to C-level
managers.

2- Complaining Customers

▪ I hope to get result!


▪ I am not still disappointed!
TYPES OF CUSTOMERS SEGMENTATION – SATISFACTION

3- satisfied, neutral

▪ You are not bad.


▪ I have no complain & I am not
excited ▪ I will see different
providers.

4- Loyal and devoted

▪ You are the best


▪ I see no one except you
THE KANO’S MODEL (SATISFACTION-QUALITY)
SATISFACTION-FEEDBACK

Feedback
Where is the difference come from?
Where is the minimum feedback?

Unsatisfied Loyal
GETTING CUSTOMER FEEDBACK
- Survay

- Focus Group

- Brainstorming

- Storytelling/ Interview

- Tests

- Observation
SATISFACTION-FEEDBACK

See

Look

Watch
Observe
27
SATISFACTION – LOYALTY
5

1
SOLUTION!

A C

C B A

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