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Future of Media Framework

Knowledge Based CRM Framework

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Knowledge-Based-CRM-Framework

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Objective
Increased profitability
Customer acquisition
Customer retention
Customer value migration
Cross-selling

Customer Communication
Relevant offers
Customized offers
Customer lifecycle offers
High-value information

Segmentation
Demographic profiling
Behavioral profiling
Implicit profiling
Cost to serve
Transactional profiling
Self-profiling
Customer lifetime value

Enablers
Clear responsibility for CRM
Consistent data acquisition
Integrated systems
Effective processes
Supporting culture and behaviors