Chapter 11 ~ Building a Customer - Centric Organization- customer Relationship Management

Hye Assalamualaikum. 

Today i'm going to comment about this chapter. 

Organization can provide better customer service, make call centers more efficient, cross sell product more effectively through customer relationship management. 

Organization can using analytical CRM to enhance decisions. 

For your information Customer relationship management success factor include:

• cleraly commnicate the CRM strategy
• define information needs and flows
• build an integrated view of the customer
• implement in interations
• scalability for organizational growth

an organization can finds its most valuable customers by using a formula that industry insiders call RFM:

1. how recently a customer purchased items
2. how frequently a customer purchases items
3. how much a customer spends on each purchase

                  so, in  order to success, organization need to apply all this things in their organization