n this week, we will
- Explain the IDIC (Identify, Differentiate, Interact and Customize) framework.
- Discuss the steps in the ladder of loyalty.
- Describe the bonding strategies adopted by organizations.
- Illustrate how organizations reduce customer defections.
- List and explain the steps in the CRM framework.
Class Sessions
1- Benefits of CRM
2- Marketing Benefits
3- Service Benefits
4- Benefits to Customers
5- Learning Goals
6- Four Types of Bonds
7- Types of Defectors
8- Strategies to reduce customer defections
9- CRM Framework -Switching
10- CRM Framework -Satisfaction
11- CRM Framework -Trust
12- CRM Framework -Commitment
13- CRM Framework -Loyalty
14- Summary
15- Additional Resources
16- summary
17- Additional Resource
18- Characteristics of Service
19- Customer Defection in Service
20- Summary and additional Resources
21- Sales Force Automation