Chap004

PERSPECTIVES ON CUSTOMER RELATIONSHIP MANAGEMENT 04 4-

WHY CRM? ,[object Object],[object Object],4-

OBJECTIVES AND CAPABILITIES OF CRM ,[object Object],4-

THE CRM PROCESS CYCLE ,[object Object],[object Object],[object Object],[object Object],4-

PROCESS CYCLE FOR CRM ,[object Object],Source: Ronald S. Swift, Accelerating Customer Relationships: Using CRM and Relationship Technologies (Upper Saddle River, NJ: Prentice Hall PTR, 2001), p. 40. 4-

THE CRM PROCESS CYCLE ,[object Object],4-

CUSTOMER MARKETING VERSUS CONSUMER MARKETING ,[object Object],[object Object],[object Object],4-

MARKETING EVOLUTION WITH CHARACTERISTICS AND TECHNOLOGY ATTRIBUTES ,[object Object],Source: Ronald S. Swift, Accelerating Customer Relationships: Using CRM and Relationship Technologies (Upper Saddle River, NJ: Prentice Hall PTR, 2001), p. 38. 4-

ADVANTAGES OF CUSTOMER MARKETING 4-

CRM FACILITATES A CUSTOMER-CENTRIC CULTURE ,[object Object],[object Object],[object Object],[object Object],[object Object],4-

CRM ENABLES TRANSFORMATION INTO A RELATIONSHIP-BASED ENTERPRISE ,[object Object],[object Object],[object Object],[object Object],4-

CRM ENABLES TRANSFORMATION INTO A RELATIONSHIP-BASED ENTERPRISE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],4-

WHAT HAPPENS WHEN CRM FAILS? 4-

Chap004

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Chap004