In business CRM: customer relationship management, is the magic powder that allows you to improve your interaction with the customer so that s/he will happier and therefore buy more. Eventually that customer will become more profitable. With CRM, you capture as much information as possible about the customer's birthdays, family info..., the sale info interaction, profitability, how good the customer was...

With a good implementation of the CRM software, you can offer customers better deals for them and for you. You can remind/congratulate them on their birthday, anniversary, promotion...

CRM goals

1. Better customer service to establish customer loyalty
2. Increased efficiency
3. Lower operating costs
4. Help with the marketing by targeting the marketing better

CEM

In business CEM: customer elimination management, is how you loose customers. This can be intentional or accidental.

1. Intentional customer elimination is when the customer is actually loosing you money. Can you afford to keep this customer?
2. Accidental customer elimination is when somebody [maybe not you, but the receptionist or ...] applies the policy to the letter and infuriates the customer.

Which one do you operate?

Tags: Biz101 | Customers | Marketing