Customer Relationship Management (CRM)

  1. Strategic CRM Planning
    1. CRM Strategy Development
      1. Business Goal Alignment
        1. Strategic Objective Identification
          1. Measurable Target Setting
            1. Success Criteria Definition
              1. ROI Expectations
              2. Customer Strategy Definition
                1. Target Customer Identification
                  1. Value Proposition Development
                    1. Competitive Positioning
                      1. Market Differentiation
                      2. Organizational Readiness Assessment
                        1. Current State Analysis
                          1. Gap Identification
                            1. Resource Evaluation
                              1. Change Readiness
                            2. Customer Journey Mapping
                              1. Journey Mapping Methodology
                                1. Customer Persona Development
                                  1. Touchpoint Identification
                                    1. Interaction Sequence Mapping
                                      1. Experience Documentation
                                      2. Touchpoint Analysis
                                        1. Pre-Purchase Touchpoints
                                          1. Purchase Process Touchpoints
                                            1. Post-Purchase Touchpoints
                                              1. Service and Support Touchpoints
                                              2. Pain Point Identification
                                                1. Customer Friction Analysis
                                                  1. Process Bottlenecks
                                                    1. Service Gaps
                                                      1. Improvement Opportunities
                                                      2. Moment of Truth Recognition
                                                        1. Critical Interaction Points
                                                          1. Decision-Making Moments
                                                            1. Emotional Touchpoints
                                                              1. Brand Impression Formation
                                                            2. Customer Lifecycle Management
                                                              1. Awareness Stage
                                                                1. Brand Visibility Strategies
                                                                  1. Lead Generation Tactics
                                                                    1. Content Marketing
                                                                      1. Digital Presence Building
                                                                      2. Consideration Stage
                                                                        1. Lead Qualification Processes
                                                                          1. Nurturing Campaigns
                                                                            1. Educational Content Delivery
                                                                              1. Trust Building Activities
                                                                              2. Purchase Stage
                                                                                1. Conversion Optimization
                                                                                  1. Sales Process Management
                                                                                    1. Closing Techniques
                                                                                      1. Transaction Facilitation
                                                                                      2. Onboarding Stage
                                                                                        1. Customer Orientation Programs
                                                                                          1. Initial Value Delivery
                                                                                            1. Expectation Setting
                                                                                              1. Early Success Assurance
                                                                                              2. Retention Stage
                                                                                                1. Ongoing Relationship Management
                                                                                                  1. Value Reinforcement
                                                                                                    1. Satisfaction Monitoring
                                                                                                      1. Issue Resolution
                                                                                                      2. Expansion Stage
                                                                                                        1. Upselling Opportunities
                                                                                                          1. Cross-Selling Strategies
                                                                                                            1. Account Growth Planning
                                                                                                              1. Additional Value Creation
                                                                                                              2. Advocacy Stage
                                                                                                                1. Referral Program Development
                                                                                                                  1. Testimonial Collection
                                                                                                                    1. Case Study Creation
                                                                                                                      1. Brand Ambassador Cultivation
                                                                                                                    2. Customer Segmentation Strategies
                                                                                                                      1. Demographic Segmentation
                                                                                                                        1. Age-Based Segmentation
                                                                                                                          1. Gender-Based Segmentation
                                                                                                                            1. Income Level Segmentation
                                                                                                                              1. Education Level Segmentation
                                                                                                                                1. Occupation-Based Segmentation
                                                                                                                                2. Geographic Segmentation
                                                                                                                                  1. Country-Based Segmentation
                                                                                                                                    1. Regional Segmentation
                                                                                                                                      1. Urban vs Rural Segmentation
                                                                                                                                        1. Climate-Based Segmentation
                                                                                                                                          1. Cultural Segmentation
                                                                                                                                          2. Psychographic Segmentation
                                                                                                                                            1. Lifestyle Segmentation
                                                                                                                                              1. Values-Based Segmentation
                                                                                                                                                1. Personality Trait Segmentation
                                                                                                                                                  1. Interest-Based Segmentation
                                                                                                                                                    1. Attitude Segmentation
                                                                                                                                                    2. Behavioral Segmentation
                                                                                                                                                      1. Purchase History Analysis
                                                                                                                                                        1. Usage Pattern Segmentation
                                                                                                                                                          1. Engagement Level Segmentation
                                                                                                                                                            1. Loyalty Status Segmentation
                                                                                                                                                              1. Benefits Sought Segmentation
                                                                                                                                                              2. Firmographic Segmentation
                                                                                                                                                                1. Company Size Segmentation
                                                                                                                                                                  1. Industry Segmentation
                                                                                                                                                                    1. Revenue-Based Segmentation
                                                                                                                                                                      1. Geographic Location
                                                                                                                                                                        1. Business Model Segmentation
                                                                                                                                                                      2. Customer Value Management
                                                                                                                                                                        1. Customer Lifetime Value (CLV)
                                                                                                                                                                          1. CLV Calculation Methods
                                                                                                                                                                            1. Historical CLV Analysis
                                                                                                                                                                              1. Predictive CLV Modeling
                                                                                                                                                                                1. CLV Optimization Strategies
                                                                                                                                                                                2. Customer Profitability Analysis
                                                                                                                                                                                  1. Revenue Attribution
                                                                                                                                                                                    1. Cost Allocation
                                                                                                                                                                                      1. Profit Margin Calculation
                                                                                                                                                                                        1. Profitability Segmentation
                                                                                                                                                                                        2. RFM Analysis
                                                                                                                                                                                          1. Recency Measurement
                                                                                                                                                                                            1. Frequency Analysis
                                                                                                                                                                                              1. Monetary Value Assessment
                                                                                                                                                                                                1. RFM Score Calculation
                                                                                                                                                                                                  1. Segmentation Applications
                                                                                                                                                                                                  2. Customer Equity Management
                                                                                                                                                                                                    1. Value Equity Components
                                                                                                                                                                                                      1. Brand Equity Components
                                                                                                                                                                                                        1. Relationship Equity Components
                                                                                                                                                                                                          1. Equity Maximization Strategies

                                                                                                                                                                                                      Previous

                                                                                                                                                                                                      1. Introduction to Customer Relationship Management (CRM)

                                                                                                                                                                                                      Go to top

                                                                                                                                                                                                      Next

                                                                                                                                                                                                      3. CRM System Types and Categories