CRM glossary

CRM 4.0 is about connecting with customers' emotions, values, and sense of purpose.
This is the future of CRM, where companies and customers build relationships that continue to grow as "co-creation partners."
At Arcus, we define this concept as "Creative CRM."
We are currently implementing this as an "experience-creating CRM" that draws out customers' creativity and weaves stories and experiences together.

A CRM diagnostician (CRM doctor) is a professional who not only analyzes customer data but also diagnoses and designs relationships with customers from emotional, behavioral, and psychological perspectives.
We interpret customers' "emotional journeys" and "brand relationship stories" to "prescribe" CRM strategies to improve LTV and optimize experience design.
At Arcus Japan, we view CRM as "medical care based on emotions and human understanding," and we support companies in improving their CRM literacy and emotional intelligence through the training of diagnosticians.

Corporate psychology is a psychological approach that focuses on the emotions, values, and relationships between individuals and organizations and applies it to marketing, branding, and management.
We view organizations and customers as entities with psychological structures, and visualize and redesign elements within relationships such as emotions, the unconscious, resistance, and empathy.
Arcus Japan provides experience-based CRM support, such as "relationship narrative design" and "empathetic brand personality design," based on corporate psychology.

This is a personalization strategy for customer service using a customer management system. It is based on the concept of "CRM2.0 (platform CRM: xRM)" and the latest marketing theory, "Marketing 4.0 (self-actualization)." It uses CRM and AI (artificial intelligence) to perform personalization based on "implicit customer experience (ICX: based on implicit but clear customer experience)," which differs from traditional personalization, and is a customer-value-driven CRM that achieves strategic utilization of "aggressive IT" and improves intellectual productivity through overall company optimization that has achieved customer visualization (individualization).

Marketing 4.0 is a concept proposed by Professor Philip Kotler that describes "methods that appeal to customers' desire for self-actualization." To realize Marketing 4.0, which satisfies customers' desire for self-actualization, a CRM system that can manage all customer relationships is essential. This article introduces what kind of CRM is suitable for Marketing 4.0, along with some Marketing 4.0 examples.

Omni-channel is a method and strategy for connecting with customers through various channels. It is characterized by the ability to provide consistent service to customers regardless of the channel, and CRM is extremely suitable for this strategy. We have summarized the reasons why, so please take a look.

Personalization is a method of providing optimal services to individual customers based on various information about them (purchase history, behavioral history, etc.). In order for companies to achieve personalization, it is important to collect and analyze customer information coming in from various sources, and this is where CRM can help. Check out why.

Relationship marketing is a type of marketing that aims to maximize corporate profits by maintaining good relationships and transactions with customers over the long term. CRM, a customer relationship management system, is an important mechanism for realizing this relationship marketing.

The customer journey is the process a customer goes through before purchasing your company's product. A customer journey map visualizes this process. This article summarizes the importance of customer journey analysis and why CRM is effective in creating customer journey maps.

AI (artificial intelligence) is an attempt and technology to enable computers to perform intellectual tasks equivalent to those of the human brain, such as learning, recognition, inference, and judgment. This article provides a detailed explanation of the effects and services that can be achieved by combining CRM and AI.

CRM 2.0 is a strategy that uses Microsoft Dynamics CRM as a platform (development infrastructure) to develop and sell new business applications led by partners that can be used for more than just customer management. Here we provide a detailed explanation of CRM 2.0 and summarize the differences between it and traditional CRM.

4C is a term that replaces each element of the traditional marketing concept of 4P with items that emphasize the customer's perspective. It is a four-letter acronym that stands for Consumer Value (value of the product or service to the customer), Cost (money the customer spends on the product or service), Convention (convenience for the customer), and Communication (communication with the customer).

Let's deepen our understanding of the 4Cs, which are the CRM market-in strategy, by comparing them with the 4Ps.