Chapter 11: Building a Customer-centric Organization – Customer Relationship management

Hello buddies! Assalamualaikum and a very good day to all of us J may Allah blessed our day and may today become an ease day for each of us J *thumbs up*

In this chapter I will share a about customer relationship management (CRM).

Before this we already learned a little bit about this chapter. Thus, to know more details about this chapter lets discover it with me ;)

Definition of CRM:

CRM is managing all aspects of customer’s relationship with an organization to increase customer loyalty and retention and organization’s profitability.

Evolution of CRM:

Operational and Analytical CRM:

The ugly side of CRM:

This is the example of ugly side of CRM which is negative feedback from customer that ruined the company’s name.  

That all for this Chapter ! 

SYS :)