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CRM: Customer Relationship Management
Forget CRM, Think MCR
Introduction (2:48)
Maximising Your Customer Relationships
What It Is And What It Isn't (3:10)
Why It's So Important And How So Many Businesses Get It Wrong (8:17)
The 7 Key Ingredients Of Maximising Your Customer Relationships (5:21)
Thinking Strategically And Get Focused
Introducing The MCR Model (4:04)
How Do Your Relationships 'Measure Up'? (2:19)
Review And Refocus Your Approach To Customers (13:43)
Developing Your Plan (1:25)
Getting To Know Your Customers
Do You Really Know Your Customers? (8:53)
How To Get To Know Them: Some Simple Steps
Giving The Best To Your Customers
Establish Ties That Bind
Get Personal
Create Dialogue Not Diatribes (11:35)
Educate Your Customers And Add Value (5:01)
Getting The Best From Your Customers
Maximise Opportunities: Your Options (1:15)
Getting Them To Spend More (5:36)
Customers As An Extra Resource (5:54)
Keeping It All Going
Maximising Your Customer Relationships: Develop Your Plan Of Action (3:57)
Your Next Steps (1:01)
Why It's So Important And How So Many Businesses Get It Wrong
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