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CRM Class Notes

The document outlines the conceptual foundation of Customer Relationship Management (CRM), including its significance, evolution, and strategies for building customer relationships. It details the five stages of the customer loyalty ladder, from prospect to partner, and categorizes customers into segments based on their loyalty and profitability. Additionally, it discusses key metrics for evaluating customer acquisition, engagement, and retention, emphasizing the importance of customer loyalty in business success.

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Sonakshi Dinesh
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20 views34 pages

CRM Class Notes

The document outlines the conceptual foundation of Customer Relationship Management (CRM), including its significance, evolution, and strategies for building customer relationships. It details the five stages of the customer loyalty ladder, from prospect to partner, and categorizes customers into segments based on their loyalty and profitability. Additionally, it discusses key metrics for evaluating customer acquisition, engagement, and retention, emphasizing the importance of customer loyalty in business success.

Uploaded by

Sonakshi Dinesh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF or read online on Scribd
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