According to Dr. Philip Kotler, ‘CRM is concerned with managing detailed information about individual customers and all customers’ “touchpoints” to maximize customer loyalty. He also mentioned the traditional customer journey AIDA model (Awareness → Interest → Desire → Model) is shifting to the 5A’s, which means:
- Ask
- Advise
- Assess
- Assist
- Arrange
This marketing model requires you to prioritize the user experience, and make inquires and research from customer feedback, offering possible solutions, providing help, and ultimately selling your products.
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