There are four fundamental pillars that are recognized in building a successful CRM strategy Identify Distinguish Interact Customize a concept that was developed back in the 1990s and adapted by the CRM community.
Interact An interaction strategy that was thoroughly envisioned allows a company to see each customer as an individual and over time learn their behavior which means when a change occurs staff will be able to quickly respond and when the response is positive it will have a positive impact.
Interactive management gets harder as the customer relationship gets more complex. You deal with outbound channels which may include catalogues, email, mail outs, and telephone calls out. As well you deal with inbound channels which include tracking your customers and responding to them. This occurs whether you have a brick and mortar store or a web store, whether you sell products or service. Communication is key to the success of any business.
Distinguish – When it comes to interaction with your customer there is no one size fits all so you must take the time to distinguish between your customers. You need to be able to group like customers so that...
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