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Where Customer Relationship Management Started From

customer relationship management

Where Customer Relationship Management Started From   The Nigerian Telecommunication Commission (NITEL) experience… Are you really wondering how customer relationship management gets started? Let me let you in on a little secret. This happened many years ago in Nigeria. Many Grandpa and Grandmas born in the 70s and below remember this organization and

Revealed: 8 Types of E-Business Model in Digital Marketing

e-business model

Introducing E-Business Model in Digital Marketing   In my previous article, I have looked at the differences between e-commerce and e-business in Digital Marketing. This analysis has also shown some of the features to look out for when you are discussing these two concepts. I have also done justice to the four

Examining Automation in E-CRM Initiatives

ecrm

Introducing automation in E-CRM initiatives   At the end of this lesson, readers should be to: Discuss the role of automation in E-CRM Initiatives Discuss the disadvantages of e- CRM   Definition E – CRM in my own views technology – backed CRM it is the application technology in order to achieve CRM objectives. It allows the

Methodologies for ROI Estimation In CRM

Introducing ROI Estimation in CRM   At the end of this lesson, readers should be able to know some of the methodologies for ROI Estimation. Some of the methods of measuring return on investments include: benchmarking, categorization, Targeting, Costing, Prediction and Measuring:   #1    Benchmarking: This has much to do with the identification of departments

Examining Customers Perspective of CRM Benefits

customers perspective

Introducing customers perspective of CRM Benefits   At the end of this lesson, readers should be able to Discuss the challenges in quantifying customers perspective of CRM benefits Discuss the various categories of CRM benefits Discuss customer’s perspective of CRM benefits   One of the challenges in quantifying CRM  benefits is that in  CRM,

Examining Preparatory Phase Activities Of CRM

preparatory phase activities

Introducing Preparatory Phase Activities in CRM   At the end of this lesson, readers should be able to: Define the CRM vision as part of preparatory phase activities in CRM Assess the Organisation’s readiness Audit the IS/IT infrastructure.   CREATING CRM VISION AS PART OF PREPARATORY ACTIVITIES IN CRM CRM vision is the reference point

Means of Integrating Customer Information Through Portals

integrating customer information

Introducing ways of integrating customer information through Portals   Portals technology is known for the provision of complete, reliable, viable solutions to a common set of problems. Enterprise needs to embrace the use of portal technology in order to reduce costs and this may require the integration and synchronization of existing systems available

Examining Multi-Enterprise Value Network in CRM

Introducing Multi-Enterprise Value Network in CRM   At the end of this lesson, readers should be able to: DiscussMulti-Enterprise Value Network Discuss the five levels of collaboration inMulti-Enterprise Value Network MULTI – ENTERPRISE VALUE NETWORK Collaborative CRM seeks to integrate these networks to benefit the customer as well as the internal employees.  Here, we want to

3 Unknown Multi-Channel Strategy in CRM

multi-channel strategy

Introduction     When we talk of a multi-channel strategy, we are talking about the gradual evolution of the various touch point through which organisations increase customers experience. In developing these channels, the organisation has to go through three basic phases of developments.   PHASE ONE OF THE MULTI-CHANNEL STRATEGY: Enhanced call centre services

A Closer Look At Customer Channel Evolution In CRM

customer channel evolution

Introducing Customer Channel Evolution in CRM   If an organisation opens its office, there are three basic ways through which their customers can reach them.  These include: coming to the branch office, through telephone and logging on to the corporate website.  Each of these access has its own subset methods that are

Revisiting Customer-Centric Ideology In CRM

customer centricity

At the end of this lesson, readers should be able to: Define collaborative customer-centric Enterprise. Discuss its benefits to CCEs   When organisations are established, they provide access and ways by which their customers can reach them.  These include coming to branch offices, meeting over the web and through the telephone.  Each

Revealed: Analytical Strategic Frameworks For CRM

analytical strategic framework

Introducing Analytical Strategic Frameworks for CRM     At the end of this article, readers should be able to discuss analytical strategic frameworks in CRM in terms of: Business strategy Customer strategy Lifetime Value Analysis Data Repository It Systems Front Office and Back Office Applications CRM is a management approach that seeks to

What Online Portals Really Addresses in CRM

online portals

 Introducing issues that Online Portals Really Addresses   At the end of this lesson, readers should be able to: Define Online portals Talks about employee, customer and partners portals.   WHAT ONLINE PORTALS ADDRESS There are three basic categories of people who can benefit from customer-centric collaboration. These include internal enterprise users, external customers

Examining Avaya Communication In CRM

avaya communication

Introducing Avaya Communication Technology in CRM   Avaya IP. Telephony solutions provide the customer with a powerful way to capitalize on the benefits of IP telephony. It offers a complete communications architecture that provides software, infrastructure and service to help enterprises stay nimble. The Avaya communications architecture helps enable enterprises to reduce

An extensive discussion about collaborative CRM

collaborative crm

Introducing Collaborative CRM in a CCE     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 enable multi-enterprise business process integration and content management, with the goal of creating, growing and retaining a profitable network of customer

A Closer Look At Analytical CRM In A CCE

analytical crm in a CCE

Introducing Analytical CRM in a CCE   At the end of this lesson, readers should be able to: Define operational CRM Define Analytical CRM Discuss the relationship and differences between the two.   A good CRM strategy will involve two components, namely operational CRM and Analytical CRM.  Historically, businesses have placed the primary focus

Understanding Analytical CRM Strategic framework

analytical crm strategic framework

Introducing Analytical CRM Strategic Framework in CRM   At the end of this article, readers should be able to discuss analytical CRM strategic framework in terms of: Business strategy Customer strategy Lifetime Value Analysis Data Repository IT Systems Front Office and Back Office Applications     CRM is a management approach that seeks to create

Examining The Scope of Analytical CRM

scope of analytical crm

Examining the scope of Analytical CRM   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 CRM has much to do with capturing, analyzing and applying the knowledge about customers and ways

Some CRM Analytics implementation Problems

crm analytics implementation problems

Introducing some CRM Analytics Implementation problems   At the end of this lesson, readers should be able to identify some common CRM Analytics Implementation problems.   There are some problems that are an association with implementation of CRM in any organisation but the organisation must deal with these problems and overcome them if they

5 Requirements from an Analytical CRM Application

requirements from analytical crm applications

Introducing the five requirements for Analytical CRM Application     One thing you should know from the onset is that a true test of an analytical CRM application is its ability to deliver information in real-time (24 hours). Also, talking about requirements from an Analytical CRM application. We should know that it is always

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