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CRM, CEM, and CCM in E-Marketing
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CRM, CEM, and CCM in E-Marketing

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Transcript

  • 1. Online Customer Relationship Management CRM, CEM, and CCM in e-marketing
  • 2. ABOUT ME Business MarketingMay 2012
  • 3. PERSONAL BRAND Brand MantraCreative. Independent. Integrity.
  • 4. Values Competencies Style
  • 5. KEY CORE VALUES
  • 6. STYLE Positive AttitudeSincere Loyal Compassionate
  • 7. DISTINCTIVE COMPETENCIESAdaptable to change Following through on commitments Consistent work ethic Taking direction Attention to detail
  • 8. MY BLOG
  • 9. CRM BLOG POSTS“Starting with the Homepage: Improve Customer Relationships”“Trust and Transparency: The Foundation of CRM”“CRM in Sports: How Joe Lacob is Dealing with Upset Fans” “What to Know About Social CRM”
  • 10. THREE PILLARS OF RELATIONSHIP MARKETING Customer Relationships Collaboration Experience Information Products and Services CRM CEM CCMSource: Model created based on E-Marketing, Strauss and Frost
  • 11. CRM The process ofCustomer targeting, acquiring, transacting,Relationship servicing, retaining,Management and building long- term relationships with customers.
  • 12. CEM The discipline, methodology and/or process used toCustomer comprehensivelyExperience manage a customer’s cross-Management channel exposure, interaction and transaction with a company, product, brand or service.
  • 13. CCM A philosophy and a business strategy, supported by aCustomer technology platform,Collaboration business rules, processes and socialManagement characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually*All definitions from E-Marketing, Strauss & Frost beneficial value in a trusted and transparent business environment.
  • 14. WHAT I’VE LEARNED ABOUT CRM FROM BLOGGING
  • 15. AN EFFECTIVE HOME PAGE CANIMPROVE THE CUSTOMER EXPERIENCE
  • 16. What does a home page need?
  • 17. ELEMENTS A HOME PAGE NEEDS TO IMPROVE THE CUSTOMER EXPERIENCEGraphic from Hubspot
  • 18. TRUST AND TRANSPARENCY: THE FOUNDATION OF CRM
  • 19. CRM PRACTICES TO GAIN THE TRUST OF CUSTOMERS…
  • 20. Crm Practices from E-marketing, Strauss and Frost
  • 21. MANAGING CONFLICTRule # 1 Always be the first to apologize
  • 22. ALSO…Never delete content posted by customers.Give customers a platform to speak to managers.
  • 23. WHAT TO KNOW ABOUT SOCIAL CRMSource: Getsatisfaction.com
  • 24. Source: Getsatisfaction.com
  • 25. Source: Getsatisfaction.com
  • 26. The End