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Customer Relationship Management (CRM): Theory and Practice
The document outlines the fundamental principles of customer relationship management (CRM) and emphasizes the importance of aligning organizational strategies with customer needs and technology. It highlights the role of effective communication, measurement, and personalization in enhancing customer experiences and fostering long-term relationships. Furthermore, it suggests integrating CRM tools with marketing strategies to improve conversion rates and overall customer engagement.
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Introduction to CRM principles, emphasizing personalized service and resource management.
Discusses the need for trained staff to facilitate customer information flow and improve service.
Explores the technological aspects supporting CRM, focusing on user-friendly websites and integrated systems.
Details traditional marketing funnel; emphasizes conversion rates and adjusting marketing strategies based on data.
Highlights the importance of market segments, adapting offerings to client needs, and ongoing refinement.