This article will guide you about the six important steps to be followed to achieve the goals of CRM. The steps are: 1. Setting a Clear Customer Experience Strategy 2. Selecting the Correct People 3. Developing, Motivating and Managing your People 4. Establishing Effective Service Delivery Processes 5. Building in Continuous Improvement 6. Ensuring Managers are the Key Change-Agents. Achieving [...]
Meaning of Customer-Related Database: Companies typically do not have a single customer database; instead, they have a number of customer-related databases. Large organizations, such as financial services companies, can have 20 or more customer systems, each with a separate database. These databases capture customer-relate data from a number of different perspectives. Customer-related data bases might be maintained in a number [...]
This article throws light upon the four main components of Enterprise Marketing Automation (EMA) to gain some insight as to how CRM can benefit an enterprise. The components are: 1. Market Segmentation 2. Campaign Management 3. Customer Service and Support 4. Contact and Call Centre Operations. EMA: Component # 1. Market Segmentation: Market segmentation is the process of identifying smaller [...]