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Customer Relationship Management PowerPoint Presentation
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Customer Relationship Management

Customer Relationship Management

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Customer Relationship Management

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Presentation Transcript

    1. Chapter 9 Customer Relationship Management

    2. Learning Objectives Define customer relationship management and discuss the objectives of CRM Describe operational CRM and its major components Describe analytical CRM

    3. Defining Customer Relationship Management Customer relationship management (CRM) is an organizational strategy that is customer-focused and customer-driven Organizations concentrate on satisfying customers by assessing their requirements for products and services, and then providing high-quality, responsive service CRM is a way of thinking and acting in a customer-centric fashion, and the focus is on managing relationships