Build strong long-term relationships
Maximize customer loyalty by focusing on customer “touch points”
Customer Relationship Management
CRM is important because a major driver of company profitability is the aggregate value of the company’s customer base
Make the brand and its marketing relevant to customers
Permission marketing...
Customer reviews and recommendations
Attracting and retaining Customers
Understand Retention Dynamics
Manage the customer base
Create Institutional Ties
•Build strong long-term relationships•Customer relationship management• Make brand relevant to customers•Empower customers•Reduce defection•Understand retention dynamics•Manage customer base•Build loyalty•Win-backs
Created by Jay Shivani, ISM Dhanbad, during an internship by Prof. Sameer Mathur, IIM Lucknow.www.IIMInternship.com