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C R M

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  • 1. Customer Relationship Management Thursday, November 19, 2009
  • 2. Businesses needs customers Thursday, November 19, 2009
  • 3. http://www.youtube.com/watch?v=zEYI9VYXU1g Thursday, November 19, 2009
  • 4. Thursday, November 19, 2009
  • 5. Thursday, November 19, 2009
  • 6. Conversations take place between people Thursday, November 19, 2009
  • 7. And that means that there are relationships Thursday, November 19, 2009
  • 8. CRM is about managing relationships with customers Thursday, November 19, 2009
  • 9. Benefits of eCRM Thursday, November 19, 2009
  • 10. Benefits of eCRM • All interactions are tracked Thursday, November 19, 2009
  • 11. Benefits of eCRM • All interactions are tracked • Communication costs can be lower Thursday, November 19, 2009
  • 12. Benefits of eCRM • All interactions are tracked • Communication costs can be lower • Data can be mined Thursday, November 19, 2009
  • 13. Benefits of eCRM • All interactions are tracked • Communication costs can be lower • Data can be mined • Customers are telling you what they want, all the time, whether you are listening or not Thursday, November 19, 2009
  • 14. Thursday, November 19, 2009
  • 15. Customer-driven • Give customers tools • Let them take charge and make what they want with your product • Flickr, Twitter, etc • Think APIs, RSS, source code Thursday, November 19, 2009
  • 16. Types of CRM Thursday, November 19, 2009
  • 17. Operational CRM Thursday, November 19, 2009
  • 18. Operational CRM • How it all fits together Thursday, November 19, 2009
  • 19. Operational CRM • How it all fits together • Provide numerous and effective contact channels Thursday, November 19, 2009
  • 20. Operational CRM • How it all fits together • Provide numerous and effective contact channels • Process for managing relationships Thursday, November 19, 2009
  • 21. Operational CRM • How it all fits together • Provide numerous and effective contact channels • Process for managing relationships • Feeds back into the web interface that a customer sees Thursday, November 19, 2009
  • 22. Customer-centric • Customer at centre of organization • Anticipate, meet (exceed?) customer needs Thursday, November 19, 2009
  • 23. Analytical CRM Thursday, November 19, 2009
  • 24. Analytical CRM • Data mining Thursday, November 19, 2009
  • 25. Analytical CRM • Data mining • Look for patterns Thursday, November 19, 2009
  • 26. Analytical CRM • Data mining • Look for patterns • Who are most valuable customers? Thursday, November 19, 2009
  • 27. Analytical CRM • Data mining • Look for patterns • Who are most valuable customers? • How do different segments of customers respond? Thursday, November 19, 2009
  • 28. Analytical CRM • Data mining • Look for patterns • Who are most valuable customers? • How do different segments of customers respond? Thursday, November 19, 2009
  • 29. Sales Force Automation Thursday, November 19, 2009
  • 30. Sales Force Automation • Keeping track of leads Thursday, November 19, 2009
  • 31. Sales Force Automation • Keeping track of leads • Automating process, so people can talk to people Thursday, November 19, 2009
  • 32. CRM Collaborative Thursday, November 19, 2009
  • 33. CRM: giving value Thursday, November 19, 2009
  • 34. CRM • Marketing perspective – Who knows about me? • Sales perspective – Who is buying from me? • Service perspective – Who is happy? Thursday, November 19, 2009
  • 35. Relationship costs • Acquisition • Retention Thursday, November 19, 2009
  • 36. Measure customer loyalty as defined by your business needs Thursday, November 19, 2009
  • 37. eMarketing and CRM Thursday, November 19, 2009
  • 38. Email marketing • Based on Permission and Privacy • Build a relationship • Track success Thursday, November 19, 2009
  • 39. Email • Push and Pull • Records can be kept • Ensure that threads can be followed Thursday, November 19, 2009
  • 40. Online advertising • Attract attention for the right reasons Thursday, November 19, 2009
  • 41. Affiliate marketing Thursday, November 19, 2009
  • 42. • Starts with customer intent • Use intent to deliver what customer needs Thursday, November 19, 2009
  • 43. Social media • Customer selected channels • Turn customers into advocates Thursday, November 19, 2009
  • 44. Web development • Customer-centric web development • Focus on customer needs Thursday, November 19, 2009
  • 45. Web analytics • Using the data to inform you about customers • Turning data into actionable insights Thursday, November 19, 2009
  • 46. Customer service: get talking Thursday, November 19, 2009
  • 47. Mobile • Mobile as CRM • Time sensitive alerts and updates Thursday, November 19, 2009
  • 48. Call centres • Technology allows call centres to be outsourced • Speak to anyone, anywhere Thursday, November 19, 2009
  • 49. IM and Chat Rooms • Live chat to help customers with complicated processes • Provide another communication channel • Instant, and cost-effective Thursday, November 19, 2009
  • 50. Thursday, November 19, 2009
  • 51. Thursday, November 19, 2009
  • 52. Thursday, November 19, 2009
  • 53. Analyzing data Thursday, November 19, 2009
  • 54. Today, lots of individual companies collect and hold data about an individual Thursday, November 19, 2009
  • 55. What if the individual held that data and shared it selectively? Thursday, November 19, 2009
  • 56. Next Week Ethics and Privacy Thursday, November 19, 2009