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Week 18 customer relations management

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SueLayton
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Retail: Issues & Applications Customer relations management
Learning objectives ,[object Object],[object Object],[object Object],[object Object],[object Object]
Marketing ,[object Object],[object Object]
Major shifts in European channel power ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer relationship management ,[object Object]
The goal of CRM ,[object Object]
Critical success factors for successful CRM (a) ,[object Object],[object Object],[object Object],[object Object]
Critical success factors for successful CRM (b) ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer retention (a major preoccupation of retailers, McGoldrick) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Loyalty: three possible measures ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Possible causes of loyalty and disloyalty (Mintel 1999, in McGoldrick 2002) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Possible causes of loyalty and disloyalty (Mintel 1999, in McGoldrick 2002) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Seminar 1 ,[object Object],[object Object]
Seminar 2 – not for 2011 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Week 18 customer relations management

  • 1. Retail: Issues & Applications Customer relations management
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