Top CRM Excerpts from Digital Marketing Book

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Last updated on March 24th, 2018

Digital Marketing Book CoverThe following are some of the top excerpts on customer relationship management from the newly published A Comprehensive Guide to Digital Marketing Strategy.

This book (available in eBook and print formats) offers coverage on all key components of a digital marketing system. It helps small-business operators, entrepreneurs, novice marketers and others identify the importance of digital marketing, what it encompasses, and what it takes to put together a solid plan.

The following CRM book excerpts offer insights into the contents of the chapter and book:

Regarding Strategy and Analytics

“In competitive industries, companies can no longer rely on old-fashioned intuition, gut instinct and guesswork. Instead, they must combine data, analytics and human insights to make accurate decisions.”

Regarding Customer Experience

“Customer experience is currently viewed as the competitive battleground in retail and other sectors. A customer experience map or customer journey map is a device used to constantly evaluate your customer experience.”

“A pain point is a moment, situation or circumstance when a prospect or customer feels anger, frustration, stress or another negative emotion. Pain points are not only roadblocks to sales, but they impede the development of long-term relationships.”



Regarding Lifetime Customer Value

“Investors put money into stocks and other financial instruments that they believe will produce the greatest returns over a period of time. Similarly, companies operating with CRM invest business and marketing resources into customers they believe will produce the greatest return on investment over time.”

“As you capture customers, the goal is to build the most in-depth profiles possible. The deeper the inputs you gain on a customer, the greater your ability to understand how certain types of customer profiles behave.”

Conclusions

These CRM excerpts provide a look at some of the highlights from the “Customer Relationship Management” chapter in A Comprehensive Guide to Digital Marketing Strategy. Download A Comprehensive Guide to Digital Marketing Strategy from Amazon for just 5.95 to get started or to improve your results!

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About the Author: Neil Kokemuller

Neil Kokemuller is a veteran college marketing professor with an MBA. He has also been a freelance business and marketing content writer and website creator since 2008.

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