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Customer Relationship Managment (CRM)
Filippo ConteTransformation Services Unit
TG NoS meeting
19-20 February 2020
Customer Relationship Management (CRM):Private vs Public sector aspects
2
Private sector Public sector
Focused on Marketing and Financial
Focused on Social and performance aspects
▪ Acquire new customers
▪ Build customer loyalty
▪ Retain existing customer
▪ Raise customer profitability
▪ Target valuable customers
▪ Engage with customers
▪ Increase customer participation
▪ Build positive reputation
▪ Lower service delivery costs
▪ Target neediest customers
High level overview
3
Identity
Org. Domain(of competence)
CRM
Contact
Organization (Account)
Contact
Contact
…
Other System
Other System
Other System
Other System
(e.g. DMS)
![CRM - Customer Relationship Managementftp2.winmentor.ro/WMEnterprise/Documentatie/CRM/WME - CRM...CRM - Customer Relationship Management Modulul CRM permite urm\rirea rela]iilor cu](https://img.pdfslide.net/doc/110x75/606a025799ccb471571b45d3/crm-customer-relationship-crm-crm-customer-relationship-management-modulul.jpg)
