crm unit iii (economics of crm)

1

By :

Prof. Amit Kumar

Relationship Officer:ABN AMRO Slide No : 02 ERP Functional Consultant

Customer Relationship Management Economics of CRM

IILM Graduate School of Management

Course Contents

• Market Share Vs Customer Share

– A case of Maruti Udyog Ltd.

• Lifetime Value of Customers (LTV)

– A Case of Citi Bank - Credit Card

– LTV of a Customer at the Resort

• ABC Costing for CRM

Relationship Officer:ABN AMRO Slide No : 03 ERP Functional ConsultantIILM Graduate School of Management


Market Share Vs Customer Share



Life Time Value of a Customer (LTV)



Decision Matrix (LTV Vs Likelihood of Churn)



crm unit iii (economics of crm)

Leadership & Management