CRM Customer Relationship Management: Sales| Loyalty| Repeat

Explore the customer relationships matrix, a core crm building block, with four sub complements - introduction, relationships, dna and deconstruction, and customer lifecycle management for acquisition and retention.

CRM is a core business strategy that integrates internal processes and external networks to deliver value to targeted customers at a profit, enabled by high-quality data and technology.

Explore CRM models in third sector, including IDC model, CRM value chain, pain and fros fibrosis model, and Gartner competencies, and examine how strategic, operational, and analytical CRM create value.

Explore the relationships DNA and deconstruction in CRM, defining relationships as interactive episodes over time, and examining trust, commitment, relationship quality, and customer lifetime value for better retention and profits.

Explore why B2B and B2C relations resist due to loss of control, exit costs, and high opportunity costs, and how satisfaction and loyalty drive performance.

Explore customer lifecycle management, focusing on acquisition, retention, and development to maximize customer lifetime value. Learn how segmentation, prospecting, channels, offers, and crm technologies drive profitable new customers and loyalty.

Examine how media choice, reach and frequency, and cost-effective promotions drive customer acquisition, while CRM tools like lead management, campaign management, and event-based marketing optimize offers and analytics.

Learn the ten complements of customer lifecycle management focused on retention, including definitions, retention economics, strategies, KPIs, and the three retention measures: raw, sales-adjusted, and profit-adjusted.

Explore how customer bonding, social and structure bonds, and multi-dimensional engagement drive retention, with kpis, research, and growth through cross-sell, upsell, and durable crm strategies.

Explore strategic customer relationship management and its three subsets: customer strategic portfolio management, customer experience value delivery, and customer experience management, focusing on complements from critical to mandatory.

Explore the eight complements of customer strategic portfolio management, from portfolio definitions to segmentation and differentiated value propositions, including sales forecasting and customer lifetime value estimation in B2B contexts.

Apply activity based costing to analyze customer profitability and cost to serve, then use CLV, data mining, and CPM to segment customers.

Examine the three-dimensional CPU framework for customer portfolio, integrating cost-to, net price, and relationship value with strategic factors, and apply SWOT and BCG analyses to identify strategic customers.

Examine strategic CRM through the customer value experience, detailing value proposition, the value equation (benefits over sacrifices), transaction and psychic costs, and total cost of ownership.

Explore how marketers construct value propositions, low price, product innovation, or customized solutions, and tailor offers through customization and the seven Ps of the marketing mix to deliver customer value.

Discover how service quality, guarantees, and recovery programs create customer value, while people, physical evidence, and multi-channel communication strengthen CRM value delivery.

Explore how strategic crm centers on customer experience management, linking touchpoints, moments of truth, and customer engagement to shape value, quality, and loyalty.

Explore how customer engagement strengthens brand identification and how to design and monitor customer experience across touchpoints using methods like mystery shopping, experience mapping, and ethnography.

Explore operations CRM, the third building block, focusing on automation through Salesforce automation, marketing automation, and sales automation, each with its own complements, explained via visualization.

Explore service automation within CRM, including how customer service excellence, quality modeling, and multi-channel support drive faster issue resolution and higher customer engagement.

Explore service automation in CRM with activity management, agent management, case and contract management, and customer communications management, plus self-service, email response management, predictive dialling, and service analytics.

Discover how marketing automation uses data mining and predictive analytics to plan, implement, measure, and deliver thousands of personalized campaigns across channels via CRM technology.

Generate high quality leads for B2B campaigns using digital and online marketing tactics. Learn how content management, keyword marketing, SEO, social media, analytics, and marketing management drive loyalty and segmentation.

Explore how CRM service automation leverages across multiple channels of customer service, service quality modeling, and certification standards to drive integrated quality, efficiency, and exceptional customer engagement.

Learn how service automation in CRM integrates activity and case management with self-service. Access inbound and outbound communications management, IVR, invoicing, predictive dialling, scheduling, analytics, and workflow development.

Explore analytical CRM, its two subsets—customer related database development and management, and customer related data usage—and how data acquisition, enhancement, preparation, analysis, and delivery turn customer data into actionable insights.

Explore how customer related databases power CRM by enabling data integration, warehousing, and knowledge management for a single view of the customer.

Explore how CRM benefits link planning for success to CRM implementation, detailing CRM strategy development, building project foundations, needs specification, partner selection, implementation, and performance assessment.

Explore success planning for CRM by crafting a business case, identifying benefits, and organizing networks, person-to-person contacts, and key account management to enable strategic, profitable outcomes.

Explore a case study on customer relationship management, introducing strategic CRM. Learn real-world embedding of CRM at a global consulting firm.

CRM defines a business strategy that integrates internal processes and external networks to create value for targeted customers at a profit, powered by high-quality customer related data and information technology.

Explore the five core building blocks of customer relationship management—customer relationships, matrix, strategic CRM, operations CRM, and analytical CRM—along with CRM benefits and implementation considerations.

SRM Limited is a global business research and consulting firm whose 1958 genesis informs its leadership, culture, capabilities, and 2016 revenue of 210 million across 40 offices in 20 countries.

Uncover how SRM Limited's vision and mission articulate a customer-centric ethos, pledging unlimited support to drive superlative innovation and transformational growth powered by the latest technology and comprehensive research.

Explore SRM's arc framework, infrastructure revenue, intellectual capital, and client matrices, and see how the firm leverages 42 offices across 24 countries on six continents to drive growth across industries.

The lecture outlines four major service verticals offered by SRM Limited: growth consulting, business research events and conferences, leadership guilds, and a solutioning compendium that powers transformational growth.

Learn how embedding a strategic CRM across the African market drives winning and retaining profitable customers, boosting revenues by 36% and accelerating go-to-market with new delivery and sales offices.

Summarize key observations from the SRM Limited case study, highlighting growth, global reach, diverse sectors, and the four Es—explore, enter, embed, exploit—in embedding strategic CRM to win and retain customers.

Formulate and execute a strategic CRM strategy across Africa, delivering a strategic blueprint, tactical enunciation, and operational execution to win and retain profitable customers and increase revenues by 36%.

Explore the strategic crm ethos by profiling four complementary assessments, geographical assessment profile, crm audit, pestle analysis, and swot analysis, to guide strategy formulation and execution.

Explore Africa through a geographical assessment profile, detailing its 54 sovereign states, population, GDP, languages, and hubs, to inform the strategic CRM audit across sales, loyalty, and repeat.

The strategic crm audit performs a self-assessment of leadership in Africa, capability spectrum, toolkit, and go-to-market timelines. It aligns talent, deployment, budget, and processes, elevating CMMi from four to five.

Align crm deployment with go-to-market timelines by staffing the right people and KPIs, and secure a pre-allocated three-year budget to enable a comprehensive audit and pestle analysis.

Apply pestle analysis to assess political, economic, social, technological, legal, and environmental factors shaping external environments before CRM strategy formulation.

Learn how SWOT analysis evaluates internal strengths and weaknesses and external opportunities and threats to inform strategic customer relationship management.

Explore how strategic CRM introduction and embedding unfold through three broad heads—customer strategic portfolio management, customer experience and value delivery—and culminate with customer experience management in an execution-focused case study.

Explore customer strategic portfolio management (CSPM) and its eight complements, including market segmentation, sales forecasting, activity-based costing, lifetime value estimation, and data mining, in a B2B context.

Explore the second stage of strategic crm: customer experience value delivery, detailing seven complements from introduction to customization via the marketing mix’s seven ps, and valuing exchange, use, and experience.

Explains customer experience management as the core of strategic CRM, detailing its integration with service marketing, total quality management, and CRM software to boost value, loyalty, and profitability.

Explore a real-world case study on customer relationship management and the execution of an operational CRM strategy within an agile business intelligence entity.

CRM is a core business strategy that integrates internal processes and external networks to create value for targeted customers at a profit, powered by high-quality customer data and information technology.

Explore the five defining complements of customer relationship management, including customer relationships, matrix, strategic CRM operations, analytical CRM, and benefits, with a focus on operational CRM in this case study.

Explore the company overview of a global agile business intelligence entity, detailing its genesis, growth, leadership, infrastructure, and financial performance, framing the CRM initiative in the case study.

Discover how a clear vision and mission drive client-centric growth by enabling real-time, tech-driven data, content, information, and knowledge to support decision making and fuel actionable intelligence.

Explore the Irik mileposts: infrastructure revenue, intellectual capital, and client matrices, and learn how this global leader earns top laurels, eco-friendly credentials, and a $21 billion market cap.

Explore Aurum Corporation's three business verticals—business intelligence suite, corporate warfare suite, and knowledge lifecycle management suite—to deliver global research, advanced analytics, and knowledge solutions.

Materialize the crm strategy to build a single view of the customer by integrating data from all touchpoints. Enable analytical data mining through cohesive customer interaction mapping.

Aurum Corporation's global growth motivates implementing operational CRM to create a single view of the customer by integrating data from all touchpoints for enhanced experience and data mining.

Align the operational CRM strategy to create a single view of the customer by integrating data from customer service, marketing, and sales touchpoints, enabling enhanced experience and data mining.

Explore the pre customer relationship management ethos through four complements: assessment, profiling, crm audit, pestle and swot analyses, guiding Australia-focused strategy before and during execution.

Analyze geographical assessment profiling for Australia as a country within CRM, outlining the target geography, stakeholders, and four global assessment standards: internal audit, pestle, swot.

Assess leadership, organization structure, capability spectrum, philosophy, toolkits, go-to-market timelines, talent genetics, deployment scenarios, and budgets through a comprehensive operational CRM audit to guide implementation.

Assess the talent genetic and recruit leadership across strategic, tactical, and operational stages, roping in experts and consultants for deployment, budgeting, and Bedouin financing readiness.

Apply pestle analysis to map political, economic, social, technological, legal, and environmental factors shaping the external environment before initiating strategic objectives in a new territory.

Analyze swot analysis to reveal strengths and weaknesses and opportunities and threats, complementing pestle analysis and audits in shaping pre customer relationship management for Aurum Corporation in Australia.

Explains how the operational CRM execution hinges on aligning objectives, learnings, and executions, with three complements—sales force automation, marketing automation, and service automation—driving the case study.

Explore the six complements of Salesforce automation within operations CRM, from introduction and ecosystems to adoption and linkage to sales performance, enabled by a single view of the customer.

Leverage marketing automation within crm to design highly targeted campaigns with salesforce and service automation, boosting efficiency, accountability, and customer experience through predictive analytics.

Explore how service automation enhances customer experience through service quality modelling, excellence, and software applications, empowering call centers, help desks, and account teams to boost retention.