CRM Framework-Trust
If a customer is consistently satisfied with a product or a service, over a period of time he slowly starts developing trust and confidence in the seller and the offering. In this link we discuss the importance of trust.
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