Crm – Connecting
CRM – Connecting
People and Business with Information
In order to increase the customer base, according to Dr Martha Rogers
(Peppers & Rogers), "We're going to use information about customer to make each customer more valuable to the company, and we do that by making the company more valuable to each customer". Assuming we are offering the right product and service, we must be able to deliver value to the customer, and this must be done in a way that brings value to our business. This can be enabling by using information to direct the right products and services at the right customers at the right time. It is a two way interaction, where we are trying to communicate messages to our customers and, at the same time, trying to capture useful information about them back.
The current revolution in financial service and customer relationship management (CRM) is as much about changing characteristics of customer communication than anything else here we look at the characteristics......
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