Skip to main content
Business LibreTexts

14.3: A CRM model

  • Page ID
  • Many companies that practice CRM rely on a simple model to guide them strategically. In many cases, this sums up exactly what CRM is about. Below is a simple model that demonstrates this.

    Figure \(\PageIndex{1}\): A simple CRM model can provide strategic guidance Adapted From Stokes, 2013


    Notice the Pareto effect, discussed later in this chapter, demonstrated in this model.

    As you can see, a good CRM strategy turns strangers into customers, customers into friends, and friends into advocates for your business. One needs to identify the right touchpoints and messaging to drive a customer further along this funnel.

    • Was this article helpful?