Implementation of the 6 Cs framework will bring companies closer to achieving the goal of keeping customers for life.
The prevailing practices and ever-increasing acceptance across modern businesses have established and validated the credit due to the potential of customer relationship management (CRM) in ensuring growth, profitability, and competitive success of businesses at modern marketplace. The cliché of ‘customer is the king’ has long lost its solemnity with companies moving from market share model to wallet share model and mastering the art of manoeuvering customer consumption behaviours and beliefs. However, with the new generation of aware, alert, and adept customers, companies have been finding it hard to please and persuade people with the best of offerings. The nature and structure of CRM as a ‘strategic process’ has been contemplated upon in industry as well as academia. Numerous research studies in this field have focused on the various aspects of CRM based on its technical as well strategic orientation. The principal peril of CRM has been that it grossly lacked a universally acceptable implementation framework.
CRM implementation: the underlying dilemma
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Denne historien er fra August 2019-utgaven av Indian Management.
Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.
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Trust is a must
Trust a belief in the abilities, integrity, values, and character of any organisation is one of the most important management principles.
Listen To Your Customers
A good customer experience management strategy will not just help retain existing customers but also attract new ones.
The hand that feeds
Providing free meals to employees is an effective way to increase engagement and boost productivity.
Survival secrets
Thrive at the workplace with these simple adaptations.
Plan backwards
Pioneer in the venture capital and private equity fields and co-founder of four transformational private equity firms, Bryan C Cressey opines that we have been taught backwards in many important ways, people can work an entire career without seeing these roadblocks to their achievements, and if you recognise and bust these five myths, you will become far more successful.
For a sweet deal
Negotiation is a discovery process for both sides; better interactions will lead all parties to what they want.
Humanise. Optimise. Digitise
Engaging employees in critical to the survival of an organisation, since the future of business is (still) people.
Beyond the call of duty
A servant leadership model can serve the purpose best when dealing with a distributed workforce.
Workplace courage
Leaders need to build courage in order to enhance their self-reliance and contribution to the team.
Focused on reality
Are you a sales manager or a true sales leader? The difference, David Mattson, CEO, Sandler® and author, Scaling Sales Success: 16 Key Principles For Sales Leaders, maintains, comes down to whether you can see beyond five classic myths that we often tell ourselves about selling.
