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...

Empower Customers

Customer reviews and recommendations

Attracting and retaining Customers

Understand Retention Dynamics

Manage the customer base

Build Loyalty

Create Institutional Ties

Win-Backs

•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