2.2 The CRM Customer Relationship Management Frameworks/Models
A various range of comprehensive Customer Relationship Management CRM models have been developed. The author introduces five of them in this chapter.
2.2.1 THE IDIC Model
The IDIC is described as below (Figure 2.6)
Figure 2.6: The IDIC Methodology ( Peppers and Rogers, 2004)
The IDIC Model has been developed by Peppers and Rogers (2004) According to IDIC model, companies should take four actions in order to build closer one-to-one relationships with customers:
- Identifying who the companies’ customers are and building a deep understanding of them.
- Differentiating their customers in order to identify which … … Read Moare»