Customer Relationship Management Part-1

Описание: This video provides a comprehensive overview of Customer Relationship Management (CRM). It defines CRM as an integrated approach to identifying, acquiring, and maintaining customer relationships (3:10), extending its scope beyond just external customers to include internal departments and partners (5:10). The discussion highlights key features of CRM systems, such as historical data views (6:03), personalized relationships (7:20), and customer segmentation (8:03), emphasizing its technology-enabled and cost-effective nature (9:17).

The video differentiates relationship marketing from relationship management (9:45) and details three forms of CRM: operational, analytical, and collaborative (13:35). It also explores reasons for customer loss (27:37), such as poor service and pricing, and reiterates the significance of CRM (27:55) in customer retention and overall marketing productivity.

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Subject: Management
Course Name: Marketing Management
Name of Presenter: Prof. Nripendra Narayan Sarma, Maniram Dewan School of Management, KKHSOU
Affiliation / Institute: KKHSOU

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