Review of the remaining course

Course plan Evaluation Assignment submission End term exams General conduct in the class

CRM implementation enables

Accessible to larger customer base Know them all individually Serve individual needs Permanent relationships at low price Keep out competition

CRM

Cust 1 2 3 4 5 6 7 8

Item 1 Tooth paste Chocolate Broom Bhel Mix Tiffin Box Battery Ball Pen Cough drops

Item 2 Bread Bread Flour Bread Tooth Brush Cream Biscuit Bhel Mix Notebook

Item 3 Cream Biscuit Salted Chips Battery Tooth Paste Salted Chips Broom Tooth brush Salted chips

Item 4 Salted Chips Bhel Mix Ball pen Spinach Tooth Paste Cough Drops Spinach Bread Tooth paste Carrots

Item 5 Tooth brush Carrot Chocolate Tooth Brush Mineral Water Bread Carrots Broom

Item 6 Notebook Spinach Bread Mints Ball pen Notebook Flour Chocolate Crem biscuits Mints

Item 7 Cola Tiffin Box Mineral Water Cough drops Carrots Mints Tooth Paste Cola

9
10

Bread
Cola

Battery
Spinach

Mints
Flour

Bhel mix
Bread

Carrots
Broom

 Information 1 Customer who buy toothpaste also buy toothbrush Information 2 Talcum powder does not sell Information 3 Almost everyone wants to buy bread

Customer Value
= Perceived benefits /

resources used to obtain these benefits

Value = Benefits/Cost
Benefits = (Functional benefits + emotional benefits) Cost = (Monetary costs + time costs + energy costs + psychic costs)

Theory of Life concept

Developed by Erik Erikson in 1923 this theory explains how people develop their value systems Value systems are the drivers of our aspirations and motivations

Destiny or Karma

Individual Attributes.

Your Theory of what your life should be

Transformation Due to systematic Learning.

Socio Cultural influence

Customer Satisfaction
Expectation Perception Experience
Satisfaction Dissatisfaction

Types of Customers
Loyalists Apostles Defectors Terrorists Hostages Mercenaries

Customer Pyramid

Platinum tier

Gold tier

Iron tier Lead tier

Customers buy from

People they know People they trust People they respect People they feel comfortable with or People buy from people who deserve their business

Sellers should sell to

Buyers they know Buyers they trust Buyers they respect Buyers they feel comfortable with or We should sell to people who deserve our business.

Its the first take ..