•CRM enables an organization to:
–Provide better customer service
–Make call centers more efficient
–Cross sell products more effectively
–Help sales staff close deals faster
–Simplify marketing and sales processes
–Discover new customers
–Increase customer revenues
Recency, Frequency, and Monetary
Value
•Organizations can find their most valuable
customers through “RFM” - Recency, Frequency, and Monetary value
–How recently a customer purchased items (Recency)
–How frequently a customer purchased items (Frequency)
–How much a customer spends on each purchase (Monetary Value)
The Evolution of CRM
•CRM
reporting technology – help organizations
identify their customers across other applications
•CRM
analysis technologies – help organization
segment their customers into categories such as best and worst customers
•CRM
predicting technologies – help organizations make
predictions regarding customer behavior such as which customers are at risk of
leaving
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