Customer Types

Platinum Heavy, reliable users, not price-sensitive, try new products, loyal

Gold Large users who push for price breaks, shop around and not so loyal

Iron Low volume or intermittent users; cost to serve them is quite high

Lead Demanding, want special attention but don’t buy much and show no loyalty

 

Advantages of CRM

While company is quickly growing, customers are more satisfied as well

Service provided in a better way, and a quicker way

Sales force automated

Integrated customer information

Certain processes eliminated

Operation cost cut, and time efficient

Brand names more quickly established

A central database so that everyone in your company can keep track of customer contacts

Sales and marketing teams can benefit from having all this inside knowledge about customers

Lets you set up rules for distributing work throughout your company

Lets you pick and choose the functionality that you want

 

Disadvantages Of CRM

  - Organizational wise change of priority to customers.
  - Significant investment of time and money
  - Threatens management’s control/power struggle
  - Heightens people’s resistance to change
  - Inappropriate integration leads to disaster