{"id":16843,"date":"2024-03-19T12:04:05","date_gmt":"2024-03-19T12:04:05","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=16843"},"modified":"2025-06-20T10:31:37","modified_gmt":"2025-06-20T10:31:37","slug":"7-cs-of-customer-relationship-management","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/7-cs-of-customer-relationship-management\/","title":{"rendered":"7 C\u2019s of Customer Relationship Management"},"content":{"rendered":"\n<p>The 7 C\u2019s of <a href=\"https:\/\/www.walkme.com\/glossary\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer relationship management<\/a>\u2014customer centricity, company culture, customer experience, data, journey, consumer experience, and expectation\u2014form a holistic approach. Implementing a CRM as a strategic marketing tool fosters robust customer relationships, increasing profits and revenue growth.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The 7 C\u2019s of Customer Relationship Management<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Centricity<\/h3>\n\n\n\n<p>This is the idea that being dogmatic about your customers will bring you success. It\u2019s about putting customers at the center of your business and making every decision with their best interest in mind.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Company Culture<\/h3>\n\n\n\n<p>Company culture is the personality of your business. This includes how employees interact with customers, how leaders treat employees, and how you behave as a brand towards customers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Experience<\/h3>\n\n\n\n<p>This includes everything from the first time a customer hears about you to the time they engage in your product or service to after they have left an interaction with you. Your <a href=\"https:\/\/www.walkme.com\/glossary\/customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer experience<\/a> must be memorable and pleasant throughout each step of the process.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Data<\/h3>\n\n\n\n<p>How do you know if your customer experience is good? Collect data! Using data, marketers can measure statistics like conversion rates, retention rates, average spending amounts, and more. Then, they can use this data to improve their customer experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Journey<\/h3>\n\n\n\n<p>The customer journey refers to all the touchpoints along a person\u2019s path to becoming a customer and, eventually, a loyal customer. During this journey, several steps need to be met for someone to become a repeat customer and advocate for your company.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Consumer Experience<\/h3>\n\n\n\n<p>The consumer experience is what people remember about interacting with your brand after their first purchase or interaction has ended. It\u2019s how they feel about your brand after doing business with you and how likely they are to buy from you again.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Consumer Expectations<\/h3>\n\n\n\n<p>Consumer expectations are what consumers think about when considering interacting with you or buying from you again.&nbsp; For example, when someone thinks about buying, they expect fast and free shipping options. You may have consistently built up consumer expectations over time by providing those services.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Value of CRM in Today\u2019s Businesses<\/h2>\n\n\n\n<p>Let\u2019s face it. Many businesses are still caught up by the idea that customer relationship management is unnecessary.&nbsp;&nbsp;<\/p>\n\n\n\n<p>They think it\u2019s an overhyped and overpriced strategy that doesn\u2019t help their bottom line. However, that couldn\u2019t be further from the truth. CRM can be the difference between a business thriving or floundering. Businesses that have used customer relationship management to their fullest potential have seen incredible growth in profits and revenue.&nbsp;&nbsp;<\/p>\n\n\n\n<p>By following the seven C\u2019s of customer relationship management, companies have increased their sales by 25% on average. Why? Because they\u2019ve focused on their customers.&nbsp;<\/p>\n\n\n\n<p>They\u2019ve prioritized learning about their customers and what they want, what they expect, and how they want to interact with their business.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Businesses use this data to improve their customer experience over time to attract new customers and keep their existing ones happy. This is because customer relationship management is a strategy for everybody! It doesn\u2019t matter how big or small your company is \u2013 you can use CRM to improve your bottom line.&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"The 7 C\u2019s of customer relationship management\u2014customer centricity, company culture, customer experience, data, journey, consumer experience, and expectation\u2014form a holistic<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":16844,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[7585],"tags":[490,191,7591],"class_list":["post-16843","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","tag-crm","tag-customer-experience","tag-customer-relationship-management"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the 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