University:
Liberty University
Course:
BUSI 330 | Principles of Marketing
Academic year:

2024
Views:

403

Pages:

1
Author:

James N.

Customer relationship management (CRM) 1. The RCMP's objective: Its objective is to put in place tools and processes to collect information on its customers or prospects, which will make it possible to decide on the actions to be implemented to retain them. The actions proposed are then generally much more adapted to the expectations and needs of the customer. II.The RCMP definition: GRC brings together all marketing and support operations aimed at optimizing the quality of customer relations, building loyalty and maximizing turnover or margin per customer. It brings together techniques for analyzing customer data, marketing operations and support operations. She uses all available contact channels with the customer. III. The areas of the RCMP: 1.B to B marketing: B to B marketing is the marketing of companies that sell to professionals (companies, administrations, artisans, associations, etc.) and not to end consumers. 2.B to C marketing: B to C (Business to Consumer) marketing is aimed at buyers or consumers made up of individuals or families. IV.The customer lifecycle: The customer is a person who buys the goods or services of the company; he can be a former customer or a customer who has just signed the contract and in this case there is a huge difference between the two. We still appoint a client to a person who only knows the company.