Download - Customer Analysis with Derek Hendrikz
Operational Customer Analysis
These are analytics that provide customer insight needed for
customer interaction that ensures the right service offering for the right target market at the right
time.
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CRM AnalysisCRM analysis is technology based and entails the development of a database as well as IT tools that enable the following:CRM analysis is technology based and entails the development of a database as well as IT tools that enable the following:CRM analysis is technology based and entails the development of a database as well as IT tools that enable the following:
CRM ANALYSIS IS TECHNOLOGY BASED AND ENTAILS THE DEVELOPMENT OF A DATABASE AS WELL AS IT TOOLS THAT ENABLE THE FOLLOWING:
• Access to relevant customer information;
• Tracking of behaviour of a specific target market;
• Tracking of visitation;
• Tracking of customer issues – solution rates;
• Customer segmentation according to various
demographics;
• Success of CRM strategies; and
• Enable data mining.
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Effect of AnalysisCustomer Analysis
Front Office Operations
Back Office operations
Excellent Customer Relationships
Customer Retention
Busiess Relationships
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4C Intelligence Map
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CALCULATING CRM PERFORMANCE
Customer Value (CV) = Relationship Level x ProfitabilityCustomer management Ability (CMA) = Acquisition Rate x Retention RateCRM Performance = CV + CMA
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