Pan Asia Marketing Solutions Pvt. Limited.

(Jyoti)

- Concept brand company

- Majority of the customers are short term but you cannot ignore them
- Frequency of customer interaction is important
- Own analysis of the company
- Customize the customer
- CRM is an intangible element
- Employees are really important
- Employees treated as business partners
- Employees should be empowered
- A corporate vision should trickle down to the employee
- Engage and retain customers to incremental profits and sales

- Feedback form should focus on: Quality, Service, Value

- Lesser the customer effort, better the CRM will work

The Customer Journey

1. CRM – Customer Relationship Management

2. CEM – Customer Engagement Management
3. CFM – Customer Frequency Management
4. CLM – Customer Loyalty Management
5. CXM – Customer Experience Management

- Make customer loyalty look non-cheap