CRM and CB
      There  are  three  ways  to  increase  the 
       profitability
        • Acquire more customers
        • Optimize the value from existing customers
        • Retain the right customers longer
      Of these three choices above, acquiring 
       new  customers  is  the  most  expensive 
       affair   and    retaining    the   existing 
       customer is the most economical
      Before we understand CRM, we should 
       know the concepts of “life time value of 
       customer” and “consumer touch points”
                      CRM
   While organizations  should  continue 
     looking      for     customers        new 
     customers, they should also know it 
     is  worth  a  significant  investment  to 
     keep them. CRM is the way to it.
   With CRM suppliers generate loyalty, 
     this in turn translates in to additional 
     business     at    increasingly    higher 
     margins.  
   Evolution of CRM
   Mass marketing
   Target marketing
   CRM
               Types of CRM
   Win back or save
   Prospecting
   Loyalty
   Cross selling / upselling
    CRM is a multifaceted strategy that helps 
     companies  understand,  anticipate  and 
     manage customer needs.
    CRM     comprises      the    acquisition    and 
     deployment of knowledge about customers 
     to enable a company to sell more of their 
     product or services more efficiently
    Major  thrust  of  CRM  involves  segmenting 
     the  customers on their value and offering 
     appropriate differentiated services for each 
     of these levels
    CRM  ensures  that  individual  customer 
     needs  are  profitably  satisfied  at  the  right 
     time in the right channel with right offer