Creating

Customer

Value and

Customer

Relationships

What is Customer Relationship Management?

CRM is the process of carefully managing detailed

information about individual customers and all customer

touch points to maximize customer loyalty

Concepts for Personalization

One-to-one marketing

Permission Marketing

Permission Marketing…..

The practice of marketing to consumers

only after their expressed permission

Identify prospects and customers

Differentiate customers by needs and

value to company

Interact to improve knowledge

Customize for each customer

One-to-One Marketing

Attracting and

Retaining Customers

Reduce the rate of

defection

Enhance share of wallet

Terminate low-profit customers

Focus more effort on

high-profit customers

Reduce the rate of

defection

Marketing Funnel

What is Loyalty?

Creating a strong tight connection to a customer

for long-term marketing success

Interacting with Customers

Developing Loyalty Program

Creating Institutional Ties

Win Backs

Building Loyalty

-Kanishk Chaturvedi