CRM

A well implemented CRM business model offer structure, process and tool, managerial knowledge and commitment in support of the customer-centric culture. In the other word, CRM is a comprehensive business model for increasing revenues and profits by focusing on customer. With Sales force CRM; managers can easily manage the sales process, with visibility into information about prospects and customers. CRM also enters the picture as a process that provides internal formalization for enabling successful customer marketing and one-to- one marketing. The following information could be the most helpful for the sale force to be able to access about the relationship between New World and its customer:

Customer perspective	Company perspective
· Customer retention · Customer acquisition · Customer satisfaction · Customer profitability · Customer order history · Collect and store customer data · Analyze and understand individual customer preferences	· Lead management and · Sales order entry · Order history · Improve services · Better- informed decision · 24/7 access · Decision support

For my client Experience Shoes, they should really build up customers’ shopping behavior and contact list in order to increase their customers’ services and provide more personalized shopping experience. Since my client already using some of the social media such as Facebook, website and YouTube, they should really build up a team to manage and respond consumers’ opinions and complains. It would be meaningless, if those social media did not interact with their consumers and it definitely will be hard to understand current market situation.