UNIT III

Planning for CRM

Steps in planning building customer centricity
setting CRM objectives- defining data
requirements- planning desired outputs relevant
issues while planning the outputs, Elements of
CRM plan ,CRM Strategy; the strategy
development process, customer strategy Grid
 Meaning of customer centricity CRM
Customer centricity is the ability of people in an organization to understand customers'
situations, perceptions, and expectations.
 What is customer centricity CRM?

• Customer-Centricity is a business approach

that focuses on creating a positive experience
for the customers at every stage of the
customer journey and build long-term
relationships. It helps to build trust and
customer loyalty as customer-centric
businesses put customer first and at the core
of their business.
 What is customer centricity and why is it important?

• A customer-centric way of doing business is

focused on providing a positive customer
experience before and after the sale in order
to drive repeat business, enhance customer
loyalty and improve business growth.
However, a customer-centric company
requires more than offering good customer
service.
 What are customer centric strategies?

• A customer centric strategy is a sales strategy

that puts the customer's needs, wants, and
communication preferences at the center of
the buying process.
 What is customer centric design?

• Customer-centric design or user-centric design

is the process of designing a product or
service based on your customers' wants and
needs.
Customer strategy Grid
• https://www.track-pod.com/blog/customer-
centric-delivery/
https://www.i-scoop.eu/customer-centricity/
• https://
www.slideshare.net/ezendu/crm-strategy

• https://slideplayer.com/slide/5226868/