


Customer Relationship Management (CRM) gained recognition in the mid-1990s, primarily driven by its perception as information technology (IT). However, not enough attention has been given to the fundamental drivers of CRM success: strategy, metrics and its organization.
Successful CRM is about competing in the relationship dimension- not as an alternative to having a competitive product or reasonable price- but as a differentiator. CRM can succeed by being SMART: defined a customer-centric Strategy, use appropriate Metrics; ensurining the organization is Aligned with the objectives of the company itself; Redesign work process as needed; and use appropriate Technology tools as enablers.
At a conference in London in May 2004, business strategy guru Michael Porter delivered a simple but a powerful message. Effective business strategy means being distinctive. How? Business strategy experts say that you can differentiate based on:
1. The core product service offering
2. The price or total cost of ownership; or
3. The total relationship and customer experience.
Staying ahead of competition solely through product leadership is becoming more and more difficult. In an interview with Fast Company, Porter stated, “It’s arrogant for a company to believe it can deliver the same sort of product that its rivals do and actually do better for very long. That’s especially true today, when the flow of information and capital is incredibly fast”.
CRM is a business strategy to acquire, grow and retain profitability customer relationship, with the goal of creating a sustainable competitive advantage. Product/price – based differentiation is waning because of four broad trends: maturing markets, global trade, effective manufacturing and the internet.
Now CRM is emerging as a critical strategy simply because relationships are coming to the forefront of the competitive battleground. CRM should mean creating mutual wins for customers and all the company stakeholders, including employees and business partners.
Frederick Reichheld, author of This Loyalty Effect and Loyalty Rules, found that loyalty leaders grow, on an average, more than twice as fast as the industry average across a wide variety of industries. And they do it more cost- effectively. The reason for this so-called “loyalty effect” is that loyal customers tends to spend more, cost less to serve and refer others. The net result is that loyalty leaders are head and shoulders above their competitors in growth and profitability. Leading examples according to Reichheld range from Harley Davidson to Enterprise Rent-A- Car.
The key question is: How does a company create loyalty relationship? Reichheld and other loyalty experts have studied this issue for years and concluded that loyalty attitude and behavior are driven by the customer’s perception of value, which is an amalgamation of what the customers receives; how it’s sold, delivered and supported; and how much it costs- the price or total cost of ownership. Experts in customer psychology say that customers’ emotional sates influence about 50 percent of the value them percent of the value they perceive.
Loyalty guru Reichheld had found one simple metric to be highly related to growth in most industries: the willingness of a customer to recommend the company (supplier or brand) to a friend or colleague. Using a 0 to 10 scale, a ‘net promoter’ score is calculated by taking the percentage of customer giving the company a score of 9 or 10 (promoters) and subtracting the percentage giving the company a score of 6 or below (detractors).
THE CUSTOMER VIEW OF VALUE
To be successful with CRM, a company must start by understanding and listen to their customers. In most cases the customers do not complain they just abandon the brand, the product, the supplier or the company itself. When a customer is dissatisfied the on an average he tells around 8-10 people about his bad experience thereby effecting the profits of the company. In this situation the customer stops giving any further business to the company and in-turn diverts to the competitor. On the other hand if a customer feels that he is listened to, the same customer might not only go for repurchases but even provide 3-5 referrals to the company. Then there is the third type of customers the ones who are delighted these are ones who helps the company to grow. These are the customers who provides the company with around 17-20 referrals over their lifetime.

Allow Foreign Direct Investment in Retail.
FDI has been opened up in other sector of industry and the number of government approvals has been on the increase steadily. During the 1st seven months of 2004, there has been a net inflow of Rs. 9503 crores which is approximately 80% of total FDI inflow 2003. 2005 has also seen a lot of reform in this sector. With reforms like the increase of FDI cap in aviation from 40% to 49% the overall growth rate in 2005 has also been on similar lines. Press note 18-the restrictive regulation which required a foreign partner in an Indian joint venture to get the Indian partner’s no objection to start a new venture in the same field, has been abolished. In the retail industry however, the picture is not very rosy. According to an A.T. Kearney report, the market in
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The entry of METRO GmbH had sparked of protests from the left wing. The company has been accused of starting retail trading directly at their outlets in the name of wholesale. The propaganda machine has been blaming the government of looking the other way by allowing the company to continue operations even when there have been reports of METRO selling products not essentially meant for resale which is stipulated under norms. The Indian retail industries share a large market, which is mainly unorganized. The entry of these large foreign conglomerates is set to usher in an era of large scale organization in this market with modern strategies and newer technology. The left parties are willing to downplay these constructive features by mooting concerns over the so called predatory pricing regimes followed by such companies sounding a death knell to the smaller Indian retail companies.
Predatory pricing practices have been a common feature in arguments against large retail chains around the world like Wal-Mart. Although companies like Wal-Mart have in the past engaged in such practices, it is a case in point to note that such practices have failed and been the bane of these companies. To further allay such misconceptions it might be worthwhile to look into the rates of inflation which are a key index to the struggle in pricing. In fact trying to decrease rates of inflation by practices like monetary infusion, or increase in the stock of country’s money can prove counterproductive. There has been a debate over this issue in economic circles recently with Ben Bernake, the successor to Alan Greenspan as the chairman of US Federal Reserve being in support of such a policy of monetary infusion. The capitalist frame of thought on this issue propounded by none other than Ludwig Von Mises, the famous economist of yesteryear is that trying to increase the stock of money when the inflation rises above a certain level and decreasing it when there is deflation at a certain level, in other words,inflation targeting, cannot be achieved without misleading economy with an illusory boom. This would in simple common sense mean that, practices like predatory pricing will not be successfully possible if there is no indulgence of the Reserve bank of
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Viral marketing is an idea that spreads--and an idea that while it is spreading actually helps market your business or cause.
Two kinds of viral marketing: The original classic sort in which the marketing is the product and which a self-amplifying cycle occurs. Hotmail, for example, or YouTube. The more people use them, the more people see them. The more people see them, the more people use them. The product or service must be something that improves once more people use it.
A second kind has evolved over the last few years, and that's a marketing campaign that spreads but isn't the product itself. Shepard Fairey's poster of Barack Obama was everywhere, because people chose to spread it. It was viral (it spread) and it was marketing (because it made an argument--a visual one--for a candidate.)
The goal of marketers interested in creating successful viral marketing programs is to identify individuals with high Social Networking Potential (SNP) and create Viral Messages that appeal to this segment of the population and have a high probability of being passed along.
The term "viral marketing" has also been used pejoratively to refer to stealth marketing campaigns—the unscrupulous use of astroturfing on-line combined with undermarket advertising in shopping centers to create the impression of spontaneous word of mouth enthusiasm.In response to its use, many sites have started up trying to describe what viral marketing is.
Here you can see the one of the popular Viral Ads that has been made by Monster.Com.