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    C R M C R M Presentation Transcript

    • Customer Relationship Management Thursday, November 19, 2009
    • Businesses needs customers Thursday, November 19, 2009
    • http://www.youtube.com/watch?v=zEYI9VYXU1g Thursday, November 19, 2009
    • Thursday, November 19, 2009
    • Thursday, November 19, 2009
    • Conversations take place between people Thursday, November 19, 2009
    • And that means that there are relationships Thursday, November 19, 2009
    • CRM is about managing relationships with customers Thursday, November 19, 2009
    • Benefits of eCRM Thursday, November 19, 2009
    • Benefits of eCRM • All interactions are tracked Thursday, November 19, 2009
    • Benefits of eCRM • All interactions are tracked • Communication costs can be lower Thursday, November 19, 2009
    • Benefits of eCRM • All interactions are tracked • Communication costs can be lower • Data can be mined Thursday, November 19, 2009
    • 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
    • Thursday, November 19, 2009
    • 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
    • Types of CRM Thursday, November 19, 2009
    • Operational CRM Thursday, November 19, 2009
    • Operational CRM • How it all fits together Thursday, November 19, 2009
    • Operational CRM • How it all fits together • Provide numerous and effective contact channels Thursday, November 19, 2009
    • Operational CRM • How it all fits together • Provide numerous and effective contact channels • Process for managing relationships Thursday, November 19, 2009
    • 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
    • Customer-centric • Customer at centre of organization • Anticipate, meet (exceed?) customer needs Thursday, November 19, 2009
    • Analytical CRM Thursday, November 19, 2009
    • Analytical CRM • Data mining Thursday, November 19, 2009
    • Analytical CRM • Data mining • Look for patterns Thursday, November 19, 2009
    • Analytical CRM • Data mining • Look for patterns • Who are most valuable customers? Thursday, November 19, 2009
    • Analytical CRM • Data mining • Look for patterns • Who are most valuable customers? • How do different segments of customers respond? Thursday, November 19, 2009
    • Analytical CRM • Data mining • Look for patterns • Who are most valuable customers? • How do different segments of customers respond? Thursday, November 19, 2009
    • Sales Force Automation Thursday, November 19, 2009
    • Sales Force Automation • Keeping track of leads Thursday, November 19, 2009
    • Sales Force Automation • Keeping track of leads • Automating process, so people can talk to people Thursday, November 19, 2009
    • CRM Collaborative Thursday, November 19, 2009
    • CRM: giving value Thursday, November 19, 2009
    • CRM • Marketing perspective – Who knows about me? • Sales perspective – Who is buying from me? • Service perspective – Who is happy? Thursday, November 19, 2009
    • Relationship costs • Acquisition • Retention Thursday, November 19, 2009
    • Measure customer loyalty as defined by your business needs Thursday, November 19, 2009
    • eMarketing and CRM Thursday, November 19, 2009
    • Email marketing • Based on Permission and Privacy • Build a relationship • Track success Thursday, November 19, 2009
    • Email • Push and Pull • Records can be kept • Ensure that threads can be followed Thursday, November 19, 2009
    • Online advertising • Attract attention for the right reasons Thursday, November 19, 2009
    • Affiliate marketing Thursday, November 19, 2009
    • • Starts with customer intent • Use intent to deliver what customer needs Thursday, November 19, 2009
    • Social media • Customer selected channels • Turn customers into advocates Thursday, November 19, 2009
    • Web development • Customer-centric web development • Focus on customer needs Thursday, November 19, 2009
    • Web analytics • Using the data to inform you about customers • Turning data into actionable insights Thursday, November 19, 2009
    • Customer service: get talking Thursday, November 19, 2009
    • Mobile • Mobile as CRM • Time sensitive alerts and updates Thursday, November 19, 2009
    • Call centres • Technology allows call centres to be outsourced • Speak to anyone, anywhere Thursday, November 19, 2009
    • IM and Chat Rooms • Live chat to help customers with complicated processes • Provide another communication channel • Instant, and cost-effective Thursday, November 19, 2009
    • Thursday, November 19, 2009
    • Thursday, November 19, 2009
    • Thursday, November 19, 2009
    • Analyzing data Thursday, November 19, 2009
    • Today, lots of individual companies collect and hold data about an individual Thursday, November 19, 2009
    • What if the individual held that data and shared it selectively? Thursday, November 19, 2009
    • Next Week Ethics and Privacy Thursday, November 19, 2009