Implementing a Customer Management Intelligence Program
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* Online course: https://www.voiceofthebusinessacademy.com/course/10-steps-implement-customer-management-intelligence-program Numerous suppliers of Customer Management systems have evolved over the years and provide a vast array of applications from simple to complex enterprise-wide applications. The choice can be daunting for an organization. This is further complicated by the growth in data, increasing complexity in customer contact channels and ever-changing technologies. It is not just a technology decision though. It is a change in customer management techniques that are in part enabled by technology. How do you know what considerations are right for your organization if considering implementing a customer relationship management program? This webinar will step you through the fundamentals that any size organization needs to address prior to implementing any form of customer management capabilities. Organizations will have the ability to define and capture all aspects and considerations needed to ensure a successful program is defined and can be put in-place with the proper steps being completed. This webinar will also provide you with all the templates and diagrams needed to complete this organizational exercise.
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Implementing a Customer Management Intelligence Program
- 1. Implementing a Customer Management Intelligence Program Implementing a Customer Management Intelligence Program Primary Research CX/CI Experts www.market-awareness.com Monthly CX/CI Webinar Series:
- 2. Implementing a Customer Management Intelligence Program VoiceoftheBusinessAcademy.com • On-demand courses and roadmaps • Accreditation and certification • “How” in addition to “why” • Templates to implement in your organization • Created by professionals who have implemented in the real-world • Organizations can select courses to create their own training programs
- 3. 10 Steps to Define Your Customer Relationship Requirements Step 1: Define your customer relationship goals and plans Step 2: Determine which channels are important Step 3: Data Data Strategy Email marketing data Web behavior data Social media Step 4: Frequency of data updates Step 5: Determining analytics Step 6: Managing customer contacts and interactions Step 7: Reporting and evaluation Step 8: Technology On premise versus hosted Suites or niche tools Technology platform Step 9: Solution support Step 10: People and processes Implementing a Customer Management Intelligence Program
- 4. STEP 1: Define your Customer Relationship Goals and Plans • All customer touch points defined • Envision the experience each customer has Implementing a Customer Management Intelligence Program
- 5. STEP 1: Define your Customer Relationship Goals and Plans SWOT Analysis: • Strengths: characteristics of the business or project that give it an advantage over others • Weaknesses: characteristics that place the business or project at a disadvantage relative to others • Opportunities: elements that the project could exploit to its advantage • Threats: elements in the environment that could cause trouble for the business or project Implementing a Customer Management Intelligence Program
- 6. STEP 2: Determine Which Channels are Important Implementing a Customer Management Intelligence Program
- 7. STEP 2: Determine Which Channels are Important Implementing a Customer Management Intelligence Program
- 8. STEP 2: Determine Which Channels are Important Implementing a Customer Management Intelligence Program
- 9. STEP 3: Data Implementing a Customer Management Intelligence Program
- 10. STEP 3: Data Data Planning and Strategy Prioritize Current State Analyze Data Quality • How well is the data populated? • Is it cluttered with erroneous values? • What about less obvious places you could consider capturing useful customer information? Implementing a Customer Management Intelligence Program
- 11. STEP 3: Data Configure Data Capture Value From Your Own Data Analyze Outside Value • Email Marketing Data • Web Behavior Data • Social Media Data Implementing a Customer Management Intelligence Program
- 12. STEP 4: Frequency of Data Updates How critical is that data to your customer relationship needs? How best does your relationship program need to manage that data? Is it through a centralized system or can smaller stand-alone system work? Do you need data in real-time or would more frequent batch processes work? Implementing a Customer Management Intelligence Program
- 13. STEP 5: Determining Analytics Implementing a Customer Management Intelligence Program
- 14. STEP 6: Managing Customer Contacts and Interactions Consumers want to be recognized as individuals and treated consistently Course: Put the “R” Back in Your CRM How does the type of customer relationship affect your requirements? How complex are you targeting your customers? What is it you plan to do with them – just email campaigns? Are wave campaigns a key part of your overall plan? Decisions made within the system deployed back in social media activities and your website? Implementing a Customer Management Intelligence Program
- 15. STEP 7: Reporting and Evaluating • What type of reports do you require for the different groups that will want to see metrics? • Do you have Key Performance Metrics defined from the executives? • How detailed do they need to be? Implementing a Customer Management Intelligence Program
- 16. STEP 8: Technology Traditional on-premise packaged solution? Outsourcing the management of the solution to a suitable vendor? Make sure to check that the technology you need fits with your IT strategy Implementing a Customer Management Intelligence Program
- 17. STEP 9: Solution Support What are your expectations and needs both pre and post-implementation? Combine strengths in: • business consulting • technical implementation • professional services • account management Implementing a Customer Management Intelligence Program
- 18. STEP 10: People and Processes • Defining the people and processes and making sure those touch points are addressed and managed • Dramatic impacts needs to be identified • Identify key players in your organization who can help support the project • A customer relationship management program should not be viewed as an event – it should be viewed as a continual process Implementing a Customer Management Intelligence Program
- 19. Best Practices for Building Client Relations Best Practice #1: Be Patient Best Practice #2: Know Their Business Best Practice #3: Go The Extra Mile Best Practice #4: Treat Each Customer as the Only One Best Practice #5: Responding Promptly Best Practice #6: Don’t Just Rely on Emails Best Practice #7: Always Summarize Next Steps Implementing a Customer Management Intelligence Program
- 20. Conclusion Implementing a Customer Management Intelligence Program
- 21. Conclusion Implementing a Customer Management Intelligence Program
- 22. Implementing a Customer Management Intelligence Program Upcoming Webinars (register @ www.market-awareness.com) Choose which future webinars you want us to feature: