Published by:
IBS Case Development Center
Length: 8 pages
Topics:
CRM; Customer; Loyalty; Lifetime; Customer life time; Best practices; Don Pepper; Customer retention
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https://casecent.re/p/86245
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Abstract
''To be successful at CRM you must know how your customers are different. And customers are different in two fundamental ways - they have different values to the firm, and they need different things from the firm. At most companies, a great deal of effort and analysis goes into understanding who the most valuable customers are, while considerably less attention is given to understanding how different customers are in their needs''. In this interview, Don Peppers and Martha Rogers shares their views on Pepper & Rogers Group, CRM best practices, how to avoid over choice to customers'', business models for bottom of the pyramid, customer life time value (CLTV).
About
Abstract
''To be successful at CRM you must know how your customers are different. And customers are different in two fundamental ways - they have different values to the firm, and they need different things from the firm. At most companies, a great deal of effort and analysis goes into understanding who the most valuable customers are, while considerably less attention is given to understanding how different customers are in their needs''. In this interview, Don Peppers and Martha Rogers shares their views on Pepper & Rogers Group, CRM best practices, how to avoid over choice to customers'', business models for bottom of the pyramid, customer life time value (CLTV).