MULTI-CHANNEL STRATEGY OBJECTIVES OF THIS ARTICLE At the end of this lesson, readers should be able to: Explain what Multi-Channel strategy is Knows the three phases of Multi-Channel Strategy. Know the reasons why CTI is a worthy investment…
A closer look at customer channel evolution in CRM
CUSTOMER CHANNEL EVOLUTION If an organisation opens its office, there are three basic ways through which their customers can reach them. These includes: coming to the branch office, through telephone and logging on to the corporate website. Each of…
Revisiting the concept of customer centricity
Revisiting the concept of Customer Centricity OBJECTIVE OF THIS ARTICLE At the end of this lesson, readers should be able to: Define collaborative customer-centric Enterprise. Discuss its benefits to CCEs REVISITING CUSTOMER CENTRICITY When Organisation’s are established, they provide…
An extensive discussion about collaborative CRM
Collaborative CRM At the end of this lesson, readers should be able to: Define collaborative CRM Discuss its functionalities. Collaborative business is the strategies and technologies that enables multi-enterprise business process integration and content management, with the goal of…
A closer look at Analytical CRM in a CCE
ANALYTICAL CRM IN A CCE OBJECTIVE OF THIS STUDY At the end of this lesson, readers should be able to: Define operational CRM Define Analytical CRM Discuss the relationship and differences of the two A good CRM strategy…
Understanding Analytical CRM Strategic framework
ANALYTICAL STRATEGIC FRAME WORK OBJECTIVE OF THIS STUDY At the end of this chapter, readers should be able to discuss analytical CRM in terms of: Business strategy Customer strategy Lifetime value Analysis Data Repository It Systems Front Office and…
The Key market trend for CRM
KEY MARKET TRENDS OF ANALYTICAL CRM OBJECTIVE OF THIS STUDY At the end of this lesson, readers should be able to: Have a deeper understanding of Analytical CRM Know some of land mark research on Analytical CRM Discuss…
Examining scope of Analytical CRM
SCOPE OF ANALYTICAL CRM OBJECTIVES OF THIS CHAPTER At the end of this lesson, readers should be able to: Define Analytical CRM Examine the areas that it covers. Discuss the strength of Analytical CRM. Know its limitations. Analytical…
Some CRM Analytics implementation problems
ANALYTICS IMPLEMENTATION PROBLEMS OBJECTIVE OF THIS STUDY At the end of this lesson, readers should be able to identify some common challenges of implementing Analytical CRM: There are some problems that are association with implementation of CRM in…
What you should look out for in a CRM Vendor
CRM Vendor – ANALYTICS – SAMPLE VENDOR OPTIONS OBJECTIVE OF THIS STUDY At the end of this lesson, readers should be able to: Know the three types of options that are available when an organisation is planning to…