|
|
Operational CRM |
|
Interacting with customers, typically in the form of call centers, websites, direct marketing and direct sales. Explanation of Operational CRM. |
Steps in Operational CRM. ProcessOperational CRM deals with the Contact Cycle. In this contact cycle new relations are first targeted, then converted, welcomed and the first order is placed and delivered. After this the relationship and its value is developed further. Any dissatisfaction or problems must be managed and if necessary a winback action must be undertaken (Compare the picture of the CMAT™ Customer Management Activity model).
Assessing client satisfaction levelsTwo techniques to assess the actual level of customer happiness are the Customer Satisfaction Model and SERVQUAL for services companies.
Operational CRM ForumOperational CRM Special Interest Group
Operational CRM Education & Events
Add a link to this pageCopy and paste this code to your web page:
Compare with Operational CRM: Customer Relationship Management | SERVQUAL | Customer Satisfaction Model | Multi Channel Marketing | Affiliate Marketing | Direct Marketing | 4S Web Marketing Mix | Analytical CRM
Return to Management Hub: Communication & Skills | Marketing
|
12manage for:
|
|||||||
|
|
|
|
Enter a new Tip, Idea, Comment or Question |