Stages of customerlife cycle in CRM.pptx

CRM

1. STAGES OF CUSTOMER LIFE CYCLE IN CUSTOMER RELATIONSHIP MANAGEMENT D.JEBASELVI ANITHA

2. ACQUISITION Dissatisfaction Satisfaction Retention Loyalty Attrition Defection Reacquisition

3. STAGES OF CUSTOMER LIFE CYCLE Acquisition: Customers are acquired for an organisation’s business. Satisfaction: It leads to retention. Dissatisfaction: It leads to attrition. Retention stage: Satisfied customer. Attrition: Customer who proceed to the stage of defection. Reacquisition: Appropriate marketing and programme designed and implemented leads to Reacquisition