A customer-centric approach can add value to a company by enabling it to different Customer-centric relationship management (CCRM) is a style of customer relationship management that focuses on customer preferences, instead of customer leverage. This is a nascent sub-discipline of traditional customer relationship management, to take advantage of changes in communications technology.
A
CRM system becoming more “customer-centric” means being able to manage critical
relationships more effectively and being positioned to offer new and expanded
services.
Customer-centricity differs from 'client-centricity' in that
the latter refers almost exclusively to business-to-business models rather than
customer-facing firms.
Features
of CCRM
- Customer-centric
relationship management is used in company marketing, customer service and
sales, including:
- tailored marketing
- one-to-one customer
service
- retaining customers
- building brand loyalty
- providing information
customers actually want