Relationship marketing with digital (6)

Question 1

What are the 7 benefits of Ecrm

Answer 1

1) Cost effective targeting (data mining)
2) Mass/tailored customisation of messages
3) Increased depth of information (service FAQ’s)
4) Relevant timing of conversations
5) Cost effective delivery
6) Loyalty programs
7) Opportunities for gamification

Question 2

What is the high level view of the customer lifecycle model

Answer 2

Customer selection
Acquisition
Retention
Depth of relationship (extension)