12/15/2015

1. Strategy for CRM2. CLTV (Do they look at different segments on basis of value)3. Loyalty – RFM4. Treat different customers differently5. Relationship building done strategically or not6. Operational CRM, Strategic CRM, Analytical CRM, Collaborative CRM7. Process followed In company8. Relationship prospective9. Technology used for CRM10. Returns on CRM11. Evaluation of CRM and recommendations and learnings