Axia College Material

Appendix D

Customer Relationship Management (CRM)

Review the examples of Customer Relationship Management (CRM) characteristics found in the table below. In your own words describe at least three activities that represents each characteristic of a CRM plan, share of customer, lifetime value of a customer, customer equity or high-value customers.

Characteristic

CRM Activity

Share of Customer

This CRM activity is used to keep existing customers. This activity is achieved by offering incentives to keep the customer returning. Such as coupons in the mail ( off a set dollar amount). Punch cards( buy a certain amount and get either a free item or half off etc after filling up the punch card) and special offers within the store for present and future ...