How to use CRM in marketing Dimensions of customer satisfaction Product: product quality, product life, product design and product performance. Delivery: Timely delivery and delivery speed Employees and Services: Employee availability, Employee knowledge, Solve problems and complaints, Respond to questions, After-sales service, Professional staff behavior Price: Competitive price, product value equal to the price paid. Organization: Ease of communication in business and business transparency Four-Level Pyramid Customer Expectations Accuracy If you can't get what the customer wants, you won't be the customer's first choice. Availability After the purchase, the customer should feel that you are available. participation The customer needs to make sure you understand their needs and keep in touch with them. Tips Customers expect you to learn how to use the product and the product will have a significant impact on their business or life. If we can build a closer relationship with the customer, we can be aware of their expectations There is a lot of activity going on in every organization. Some of them are in line with the goals of the organization, some have a small angle, and some of them are even against the goals of the organization. And strategically align them. Ask these 5 questions in your survey: 1) Customer Loyalty: Questions that reflect three types of customer loyalty behavior. 2) Customer expectations: Questions that reflect the customer's four-level pyramid expectations. 3) Customer satisfaction with organization: Questions that reflect the customer's communication points with the organization. 4) Relative performance: Questions that compare your organization / brand with competitors. 5) Follow-up Question: textual questions Evaluation after purchase / use: ‌ At the time of delivery of the service or product or shortly thereafter Periodic evaluation: Periodically, for example, 3 to 6 months, Ongoing monitoring and evaluation: This type of feedback is generally part of management initiatives that seek to ensure a high level of quality over time.

1. CRM
at Hi-tech Startups
How to use CRM in marketing
Ehsan Ebrahimi
CRM administrator at Sarv oil & gas company
Section 2
May 2020

2. First Complaint delivery of the wrong grade of copper - 1750 BC
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

3. As we can see, strategic planning has always had a good ranking.
But
Strategic planning requires KPIs.
And
This parameter is defined in CRM
So
CRM is an integral part of SP that has been able to be used for strategic decision making!
Trend of the top 10 management tools
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

4. Having satisfied customers depends on:
Customer Satisfaction
Customer
Satisfaction
Work
Process
Technology
Technical
Staff
Dimensions of customer satisfaction are:
Customer
Satisfaction
Dimensions
Product
Delivery
Employees
and services
Price
Organization
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

5. Product: product quality, product life, product design and product performance.
Delivery: Timely delivery and delivery speed
Employees and Services: Employee availability, Employee knowledge, Solve problems and complaints,
Respond to questions, After-sales service, Professional staff behavior
Price: Competitive price, product value equal to the price paid.
Organization: Ease of communication in business and business transparency
Dimensions of customer satisfaction
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

6. Four-Level Pyramid Customer Expectations
Accuracy
If you can't get what the customer wants, you won't be the
customer's first choice.
Availability
After the purchase, the customer should feel that you are
available.
participation
The customer needs to make sure you understand their needs
and keep in touch with them.
Tips
Customers expect you to learn how to use the product and the
product will have a significant impact on their business or life.
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

7. If we can build a closer relationship with the customer, we can
be aware of their expectations
It means
If customer satisfaction is important to you, you need to
discover customer expectations.
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

8. Question:
How to discover customer expectations ?!
What should we do after knowing the
customer's expectations?
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

9. The key to recognize
the current situation
Gap
Analyze
1. Analyze the current situation.
2. Identify ideal future conditions.
3- Bridge on the gap.
Gap Analysis Steps
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

10. Recognize
the
current
situation
Organization
Customer
Design questionnaires,
surveys and satisfaction
Discover key
drivers
Organization status analysis
Discover Business Challenges
And recognize the indicators of
the need for improvement in
business
Customer loyalty
strategies
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

11. Business Challenges
Salas's KPIs
Recognize weaknesses
Recognize strengths
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

12. Strategy
There is a lot of activity going on in every organization.
Some of them are in line with the goals of the
organization, some have a small angle, and some of
them are even against the goals of the organization.
And strategically align them.
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

13. Loyalty strategies:
Retention
Advocacy
Purchasing
Customer Retention Strategy: Your current customer will be your customer in the future and not looking for another
competitors.
Advocacy Strategy: Customers support your service or product or brand.
Purchasing Strategy: Customers increase their buying or consuming behavior. CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

14. Question:
Why do we do polls?
Answer:
Most organizations use the "Voice of the Customer" program to increase customer loyalty,
satisfaction, and retention
Measuring customer loyalty plays an important role in identifying points areas for improvement and
identify strategies in customer relationship marketing.
Customer survey
Ask these 5 questions in your survey:
1) Customer Loyalty: Questions that reflect three types of customer loyalty behavior.
2) Customer expectations: Questions that reflect the customer's four-level pyramid
expectations.
3) Customer satisfaction with organization: Questions that reflect the customer's
communication points with the organization.
4) Relative performance: Questions that compare your organization / brand with competitors.
5) Follow-up Question: textual questions
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi

15. How often should customer satisfaction be measured?
Evaluation after purchase / use:
At the time of delivery of the service or product or shortly thereafter
Periodic evaluation:
Periodically, for example, 3 to 6 months,
Ongoing monitoring and evaluation:
This type of feedback is generally part of management initiatives that seek to ensure a high level of
quality over time.

16. Organizational
Goals
Now, the collected information is ready for analysis and analysis!
At this stage, we act in two ways:
* Action based on managerial analysis such as SWOT
* Key drivers
Some important points
* Inform the customer of your corrective action.
* Periodically measure this indicator and measure the
improvement or non-improvement status.
* Those areas of business that the customer has expressed
dissatisfaction with are the first step in improving the
customer experience (Pareto Analysis). With this type of
survey, the organization understands what areas need to
be improved.
With this points, the organization understands what areas need to be
improved!
CRM at Hi-tech
Startups
How to use CRM in marketing?
Ehsan Ebrahimi