1. Customer Relationship Management Online Community

2. Presentation Navigator Introduction Consumer Experience Model & Results Implications & Conclusions

3. Consumer Centric…..

4. What is CRM? – An Introduction strategy for managing a company’s interactions with customers, clients and sales prospects Introduction

5. CUSTOMER EXPERIENCE & ONLINE COMMUNITY IMPACT Introduction

6. Online Community Experience Consumer Experience

7. Online Community Stages Consumer Experience

8. THE MODEL

9. Methodology Online Survey Factor Analysis Regression Analysis Model & Results

11. Hypothesise  =.95 PRODUCT  =.95 COMPANY  =.97 SERVICE QUALITY POSITIVE EXPERIENCE ON RELEVANCE Model & Results

12. Results Pragmatic Hedonic Sociability Usability OCE AS AN ANTECEDENT OF CUSTOMERS’ PERCEPTIONS AND ATTITUDES H1 H2 H3 Model & Results

13. Implications CUSTOMER BEHAVIOR FACTORS SHAPES OCE CUSTOMER S’ PERCEPTION ONLINE/OFFLINE EXPERIENCE UNDERSTANDING SHAPING EXAMINING IDENTIFYING Implications & Conclusions

14. Conclusion ONLINE COMMUNITY EXPERIENCE ATTITUDES PERCEPTIONS Implications & Conclusions

15. THANKS FOR YOUR ATTENTION!