DESCRIPTION
This presentation discusses Customer Relationship Management (CRM) strategy and developing the Customer Experience (CXP). This is the final phase of the Customer Analysis Approach and where all the previous analyses and recommendations must come together cohesively—e.g. the value proposition, economic model, technology considerations, etc.
This presentation is structured into 3 sections:
1. CRM Design
2. CXP Design
3. Strategy Implementation
This comprehensive presentation delves into the intricate relationship between CRM and CXP, emphasizing the critical role of aligning customer relationship strategies with customer experience design. It provides a structured approach to understanding customer economic value, segmenting customers, and crafting value propositions that meet their needs. The PPT also explores the dynamics of customer interactions and the behavioral science principles that can enhance customer satisfaction.
The presentation highlights the importance of managing customer life cycles through acquisition, retention, and growth. It addresses key questions around customer identification, relationship management, and the effective use of customer information. The document provides a detailed CRM Index to help organizations understand their current and future positioning, offering actionable insights for optimizing customer relationships.
Executives will find value in the strategic implementation section, which outlines the necessary steps for aligning CRM strategies with business objectives. It covers the development of business cases, economic models, and the integration of technology and organizational structures. This presentation is an essential resource for any organization looking to enhance its customer relationship management and deliver a superior customer experience.
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Source: Best Practices in Customer Experience, Customer Relationship Management PowerPoint Slides: CRM and the Customer Experience PowerPoint (PPT) Presentation, LearnPPT Consulting
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Consulting Training - Customer Analysis
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Customer Experience Digital Transformation Customer Decision Journey Customer-centric Organization Big Data Robotic Process Automation Ideation Creativity Service Design Innovation Management Core Competencies Organizational Design PDCA Lean Management Problem Solving Business Framework PowerPoint Diagrams Strategy Deployment & Execution Balanced Scorecard Valuation M&A (Mergers & Acquisitions) SWOT Marketing Plan Development Mobile Strategy Cyber Security Business Transformation Customer-centric Culture
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