CRM Models.pptx CRM Models.pptx CRM Models.pptx

CRM Models.pptx

1. Evans & Luskin Model Discusses three aspects i . relationship marketing inputs ii. Relation marketing outcomes iii. Assessment state to complete the CRM processs Relationship marketing inputs help in understanding customers and their expectations. It builds partnerships and empowers to take decisions, which further results in better quality delivery.

2. It improves satisfaction of consumers and creates better relations with them. The assessment is done through customer feedback taken by the company at regular intervals This completes the cycle in this model and based on the feedback the company can correct itself, improve itself in the market, and adapt itself to the changing times

3. Inputs of relationship marketing Relationship marketing outcomes Assessment state

4. Brock and Barclay Model Independent of doing business and the relative influence of the companies which are two pillars. The third pillar is selling partner effectiveness which is responsible for winning over the customer. This will be possible if there is a mutual trust and co0peration between company and the consumer

5. Independence of doing business Relative influence of the companies Selling partner effectiveness Wins over the customer and enhance relationship through mutual trust and cooperation

6. Peppers and Rogers or IDIC Model This model suggests that companies must develop one-to-one relations with their customers. This is possible through identifying customers, building relations with them and retaining them on long term basis Identify – Identify customer and understand to serve profitably Differentiate – i . Need based differentation ii. Value based Interaction - Emphasize on the interaction with the customer

7. Customise – When customers are differentiated based on their needs and values company can change their offering and customize their products to meet their needs

8. Information with the organization about their customers and their needs Identify your customers Differentiate customers by value Differentiate the customers based on their needs Interact with customers based on their need an value Customize your products and services based on the needs Information to customers on your ability to cope up with their needs The value sleve