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Operational CRM |
12manage reaches 100.000 members |
Interacting with customers, typically in the form of call centers, websites, direct marketing and direct sales. Explanation of Operational CRM. |
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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 Special Interest Group
Operational CRM ForumOperational CRM Education & Events
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
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