My last post

Finally, it is nearly the end of semester, there are no reading for this week, therefore I will going to give a summary about a article I read before but didn't do the blog.

As we know, CRM (Customer Relationship Management) is quite significant in the business environment. Also, lots of benefits can bring from CRM such as better customer service, enhance profit, reduce operation cost, etc.

According to the article “Get inside the lives of your customers” which published in 2001 by Seybold, it focuses on a key word called “customer scenarios”. Basically, the “customer scenarios” is aiming to strengthen the relationships with customers, provide much more service to buyers, gather much greater loyalty in return by knowing who is the customers, what they want, what situations the customers face currently, what customers expect to achieve their purposes, etc. Moreover, each customer may have their own scenarios. The people who provide the service may fail to meet the customer’s demand or provide the incorrect service if he/she using the same service (one-size-fit-all) for each customer without creating customer scenarios.

In my opinion, I believe create the customer scenarios are a good method for companies to make the service/product become more customize. And. companies can build closer relationship with their customers and gain the loyalty by providing better service. It will also leads to the profit for the companies at last.