Klantrelatiemanagement (CRM)

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Het realiseren van een customer intimacy strategie, het bevorderen van klanttevredenheid bevorderend†gedrag en het implementeren van klantgerichte processen. Verklaring van Klantrelatiemanagement (CRM).

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Klantrelatiemanagement (CRM) - overzichtWat is Klantrelatiemanagement (CRM)? Beschrijving

Customer Relationship Management kan op een aantal manieren worden gedefinieerd. Sommige mensen beklemtonen de betekenis van informatietechnologie in CRM, sommigen beweren dat het een klantgerichte organisatie inhoudt, anderen geloven†dat CRM een functionele (marketing) strategie is, weer anderen benadrukken dat CRM in de eerste plaats een bedrijfsstrategie is. Wij zijn het met Peelen (Customer Relationship Management, 2006) eens dat de definitie van de Gartner†Groep†(2004) aantrekkelijk is: CRM is een door IT mogelijk gemaakte bedrijfsstrategie, waarvan de uitkomsten de winstgevendheid, omzet en klantentevredenheid optimaliseren door een bedrijf te organiseren rondom klantsegmenten, door klanttevredenheid bevorderend gedrag te koesteren en door klantgerichte processen te implementeren.


CRM is een bedrijfsstrategie en is mťťr dan een functionele strategie. Het raakt de organisatie als geheel: marketing, verkoop, IT, logistiek, financiŽn, productie, R&D, HRM, management, enz. Als wij CRM op deze wijze definiŽren, dan is het onmiddellijk duidelijk dat het implementeren van volledige CRM een duizelingwekkende uitdaging is.


Het creŽren van winstgevende en zeer efficiŽnte (client-facing) processen is niet genoeg. Voor echt Customer Relationship Management is een customer intimacy strategie, een relatiemarketing filosofie eerder dan een transactiemarketing filosofie, evenals een cliŽnt-oriŽntatie van de gehele organisatie vereist.
 

Oorsprong van Customer Relationship Management. Geschiedenis

In de jaren 80 ontstond Direct Marketing (Directe Marketing), gebaseerd op klantenbestanden. Christan GrŲnroos en†Evert Gummesson van de ĄNoordse Schoolď en Theodore Levitt verdienen een speciale vermelding in dit artikel. Zij waren de eersten die† Relatiemarketing gingen beschrijven tegenover transactiemarketing. Ook bepaalden zij de kenmerken van relatiegerichte organisaties en zij verstrekten de corresponderende marketinghulpmiddelen. In 1995, beschreven Treacy en Wiersema (1995) hun drie Waardedisciplines. Customer Intimacy was er ťťn van. Dientengevolge werd CRM in de jaren 90 omgezet van een web gebaseerd contactmanagement- en informatiehulpmiddel, naar†een klantgerichte strategie.


Gebruik van Customer Relationship Management. Toepassingen

  • Bedrijven die een customer intimacy strategie willen realiseren.
  • Bedrijven die een klantvriendelijk imago willen bewerkstelligen.

Stappen in Customer Relationship Management. Proces

De volgende aspecten vormen tesamen de belangrijkste elementen om een klantenrelatie-georiŽnteerde organisatie te creŽren:

  1. Sterk klantgericht leiderschap.
  2. De missie†om een relatie-georiŽnteerde organisatie te willen zijn gericht op†lange termijn interactie.
  3. Het corporate doel is gericht op de klant.
  4. De belangrijkste strategie is te winnen op†klant intimiteit.
  5. De waarden van het bedrijf en de werknemerswaarden concentreren zich op het geven om klanten.
  6. De gedragsnormen reflecteren†empathie met†klanten en de wens om lange-termijn relaties te bouwen en commitment.
  7. Een relatie-georiŽnteerde organisatiecultuur.
  8. Een organisatie die klantencontacten in het centrum zet. Vergelijk: Co-Creatie, Herontwerpen van Bedrijfsprocessen.
  9. Mensen: communicatievaardigheden, empathisch, het†om klanten geven.
  10. Systemen die kunnen helpen om harde waarden te verbinden met zachte waarden, zoals de Value Profit Chain en de†Balanced Scorecard-methode.

Sterke punten van Customer Relationship Management. Voordelen

  • De sterke relaties met cliŽnten bieden een graad van bescherming aan tegen acties van concurrenten.
  • Loyale klanten kunnen meer winstgevend zijn. Het winnen van nieuwe klanten is duur, tevredengestelde klanten zouden meer kunnen kopen,†gelukkige klanten kunnen extra klanten aanbrengen, enz.

Beperkingen van Customer Relationship Management. Nadelen

  • Het implementeren van CRM op een holistische manier is geen sinecure.
  • Het profijtelijk maken†van grote CRM investeringen is moeilijk.
  • Het bereiken van een Concurrentievoordeel met CRM is zelfs nog moeilijker.

Veronderstellingen van Customer Relationship Management. Voorwaarden

  • Als wij goed voor klanten zijn, zullen zij ook goed voor ons zijn.
  • Het†veranderen van de huidige strategische discipline naar een customer intimate discipline is mogelijk.

Het†beoordelen van†klanttevredenheidsniveaus.

Twee technieken om het daadwerkelijke niveau van klanttevredenheid te beoordelen zijn het Klanttevredenheidsmodel en SERVQUAL-methode voor dienstverlenende bedrijven.


Boek: Ed Peelen - Customer Relationship Management†-

Boek: Heskett, Sasser en Schlesinger - The Service Profit Chain -


Klantrelatiemanagement CRM Forum
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  The CRM-paradox by Nguyen
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  6 Markets Model (Payne, 1995)
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Best Practices - Klantrelatiemanagement CRM Premium
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Expert Tips (ENG) - Customer Relationship Management CRM Premium
 

Common Reasons for Failure of CRM Initiatives

Based on research, reasons for unsuccessful CRM initiatives are linked to following:
- Launching initiatives without an overall customer m...
Usage (application): Implementation of CRM Initiatives
 
 
 

Key Challenges of a CRM Implementation for Senior Managers

In an article, Behram Hansotia describes following key challenges of a CRM implementation for senior managers:
- Ensuring that the whole m...
Usage (application): Implementing Customer Relationship Management
 
 
 

3 Types of Customer Services

According to De Vries, Kasper and Van Helsdingen (2001) three types of customer services can be distinguished:
1. PERSONAL Customized Services...
Usage (application): Understanding The Nature of Customer Services
 
 
 

The New Consumer and CRM

Understanding customers' satisfying behaviors is a constantly changing process that can be understood only with an attentive analysis of the ultimate ...
Usage (application): Characteristics of the New Consumer
 
 
 

What are the Main CRM Activities?

Customer relationship management (CRM) is the business process that provides the structure for how relationships with customers are developed and main...
Usage (application): CRM Strategy, Activities
 
 
 

A Closer Look Into Customer Value

It is often argued that customer value is required for staying competitive and successful as organization. But in what ways can customer value be a cr...
Usage (application): Customer Value Analysis, Strategic Marketing, Innovation Strategy
 
 
 

Implementing Customer Equity Management

Customer equity can be seen as the lifetime value of a companiesí existing customer base plus the expected future lifetime value of newly ac...
Usage (application): Step-by-step Guide
 
 
 

Customer Centricity: Success Factors for Customer Intimacy

Customer / Consumer Centricity (CC) is a frequently used concept used by companies to achieve competitive advantages. It is often believed that CC can...
Usage (application): Value Disciplines, Customer Strategy, Customer Intimacy, Customer-oriented, CRM
 
 
 

The Customer Value Scorecard

According to Behram Hansotia, the Customer Value Scorecard (CVS) is a valuable tool to help prioritize CRM opportunities. The CVS shows ...
Usage (application): Prioritizing CRM Opportunities
 
 
 

How to Build Customer-Centric Organizations

In order to implement CRM in a holistic way and to make the customer the focal point of a company's strategy, Behram Hansotia argues in the art...
Usage (application): Holistic CRM
 
 
 

How to Embed CRM Capabilites in CRM Activities?

CRM is a cross-functional organizational process that focuses on establishing, maintaining, and enhancing long-term relationships with attractive cust...
Usage (application): CRM Strategy, CRM Capabilities
 
 
 

Customer Relationship TYPES

Next time you're using the term "CRM", remember there's an R in it... The R of "Relationship".
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CRM in Financial Services

Jim Morgan, author of the article ďCustomer Information Management (CIM): The Key to Successful CRM in Financial ServicesĒ (Journal of Performa...
Usage (application): Implementing CRM
 
 
 

Six Steps for Integrating Social Media Into your Organization

In order to successfully integrate social media into your organization, six useful steps can be used. These are the following:
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The Actual Relationship Between Cross-buying and Consumer Loyalty

There has been an ongoing discussion as to whether cross-buying (buying goods from various categories) is the consequence of customer loyalty or if lo...
Usage (application): Customer Loyalty, Consumer Loyalty, Cross-Selling, Cross-Buying, Sales Management, Account Management
 
 
 

Extreme Customer Trust as a Source of Competitive Advantage

Many companies are already highlighting the importance of trustworthiness by setting and sustaining honest prices and providing reasonable services. A...
Usage (application): Competitive Advantage, CRM, Customer Loyalty, Customer Intimacy
 
 

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Vergelijk met Customer Relationship Management: Relatiemarketing † |† Waardedisciplines (Waardeproposities)  |† Multi-channelmarketing † |† Analytische CRM † |† Operationele†CRM † |† Klanttevredenheidsmodel  |† SERVQUAL  |† Co-Creatie


Keer terug naar Management Discipline: Communicatie & Vaardigheden  |† Marketing  |† Strategie


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Auteursrecht 2016 12manage - The Executive Fast Track. V14.1 - Laatst bijgewerkt op: 10-12-2016. Alle namen zijn tm van hun eigenaren.