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Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
eCRM is electronic customer relationship management that uses information technology to interact with customers. Learn about the origins, differences, and benefits of eCRM, as well as its strategy components and implementation methods.
Relationship marketing is a form of marketing that emphasizes customer retention and satisfaction rather than sales transactions. It involves communication, collaboration and personalization across various channels and platforms to create long-term and mutually beneficial relationships with customers.
Customer success is a business strategy to ensure customers achieve their desired outcomes with a product or service. Learn about the metrics, functions, tools, and roles of customer success management.
Business relationship management (BRM) is a philosophy, capability, discipline, and role to evolve culture, build partnerships, drive value, and satisfy purpose. BRM is distinct from enterprise relationship management and customer relationship management, and involves various aspects of business relationships such as type, lifecycle, principle, and measurement.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
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