Characteristics of Services
Service Quality Themes
By now, you must be aware that the focus of CRM is on building long term relationships with customers. In services firms, there is a need to use a new set of strategies to build relationships, primarily because of the nature of services. When it comes to goods, it is easy to assess and maintain quality, but that's not the case with services. This infograph summarizes the nature of services.
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