Week 11 FSM4505 Lecture Diary~~ 🔮💻🛜

Hi everyone! Welcome to the Everyday Everytime blog🪄

Today, the morning lecture session was combined with the afternoon lab session. 

Today, we learned about Chapter 9, which is Customer Relationship Management. What is the difference between Customer and Consumer? 

Customer: a person who makes purchases, 

Consumer: anyone who consumes a product or service, satisfies personal wants and needs, will benefit from using the product or service

Prospect customer: person or organization interested in making a purchase, with financial resources required, and the power to make purchasing decision. 

Retaining customers is by far most cost-effective (sustainable) than recruiting new ones

When talking about CRM➡️use of technology

The elements of CRM 

1️⃣sales force automation

2️⃣customer service

3️⃣marketing automation

Potential Costs of CRM

1️⃣IT Infrastructure:  

2️⃣Process change

Benefits of CRM For Customers

1️⃣Continuity: loyalty, start use from young to old, how to build:by using technology

2️⃣A contact point

3️⃣Personalization: relate to GPT (General Purpose of Technology)

Three phases of CRM:

1️⃣Acquiring new relationship

2️⃣enhancing existing relationship

3️⃣retaining customer relationship

After that, we continue our class by analysing the content for website tourism in Malaysia using the Ms Fadilla given template. 

Quotes: To retain the customer is much easier to get a new customer