Stages of Crm
of 3
Transcript of Stages of Crm
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7/21/2019 Stages of Crm
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Manu Garg
A015
PGDM 2013-15
NMIMS Hyderabad
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The Early Stage
Identifying potential u!to"er! and t#eir need!$
Approa#ing %ey dei!ion "a%er! in t#e buying &r"$
Negotiating and ad'aning dialogue and "utual tru!t$
(oordinating t#e ooperation bet)een t#e u!to"er! and t#eir
o"pany$
*nouraging t#e inter-organi!ational learning proe!!$
(ontributing to on!truti'e re!olution of e+i!ting on,it!$ and
eading t#e u!to"er relation!#ip de'elop"ent tea"
The Development Stage
Selet an appropriate o.ering$
(u!to"i!e t#e relation!#ip$
in% t#e !olution! )it# t#e u!to"er/! need!$
Di!u!! u!to"er onern!$ Su""arie t#e !olution to on&r" bene&t!$ and
Seure o""it"ent
Pre Relationship Stage
*ngage in !trategi pro!peting and ualifying$
Gat#er and !tudy pre-all infor"ation$
Identify buying in,uene!$ Plan t#e initial !ale! all$
De"on!trate an under!tanding of t#e u!to"er/! need!$
Identify opportunitie! to build a relation!#ip$ and
Illu!trate t#e 'alue of a relation!#ip )it# t#e u!to"er
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The Final Stage
A!!e!! u!to"er !ati!fation$
a%e ation to en!ure !ati!fation$
Maintain open4 t)o-)ay o""uniation$ and
or% to add 'alue and en#ane "utual opportunitie!
Customer delivery process
Supply #ain
Product delivery process
(onept to laun Manufaturin
Technology delivery process
67D
The Long-term Stage
