CRM Framework- Switching
Switching
The CRM framework, traces the various psychological steps that a consumer goes through, during his association with the firm.
The CRM framework, traces the various psychological steps that a consumer goes through, during his association with the firm.
Why do customers switch? Even customers who are satisfied tend to switch! In this podcast we discuss the first step of the CRM framework "Switching".
Click here to know more detail.
Click here to know more detail.
Illustration
The image below illustrates the CRM framework.
The image below illustrates 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