Customer scenario mapping approach
A‘customer scenario’ is the set of steps a customer needs or is willing to take in order to reach their desired outcome. And scenarios are…
Articles by MbaNotesWorld
The Net and CRM
The following aspects would be useful for e-marketers to formulate their strategies: 1. E-commerce (in B2C) should necessarily focus on value benefits. Value, in this…
Customer Relationship Management and consumer products
Loyalty programmes, which are common in the airline and credit card industries, are continuity programmes. The limitation of these programmes is the dominant presence of…
Customer Relationship Management and its linkages
Any CRM programme should be associated with the aspects of loyalty and customer satisfaction. These two aspects point out that different customer segments/groups would be…
3 Prerequisites of Customer Relationship Management
CRM is a relationship process which a company can cultivate with its customer groups/segments in such a way that it would benefit both the customer…
Seeking Customers And Retaining Them
Customer Relationship Management (CRM) has become a topic of interest, especially with the onset of e-commerce. As CRM is a term that is used in…
Outsourcing Customer Relationship Management
The outsourcing model can be implemented in two ways. The first is to let the outsourcer fund the capital required for the CRM project for…
CRM needs Huge Investments
If your company understands that CRM is critical but the funds are not available to implement a quality capability, one possible way to move ahead…
Which Customer is the King?
Most chief information officers (CIOs) may believe that these are not the right times for new projects with expensive funding requirements. But this might prove…
Nature of the Decision-making Process – Sheth Model
Sheth has differentiated between autonomous decisions and those taken jointly by the DMU. When a decision is taken autonomously, it is usually (relatively) straightforward. However,…