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CRM Framework -Satisfaction

Lesson 10/21 | Study Time: 15 Min
Course: Customer Relationship Management | CRM

CRM Framework- Satisfaction

You may recall from our discussions on the 'ladder of loyalty' that a customer turns into a client if she returns for a repeat purchase. Does repeat purchase indicate that she is satisfied? What is satisfaction? What drives customer satisfaction?

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ILLUSTRATION

The image below illustrates the CRM framework. 

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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