CRM, CEM, and CCM in E-Marketing

3,398 views

Published on

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
3,398
On SlideShare
0
From Embeds
0
Number of Embeds
162
Actions
Shares
0
Downloads
39
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

CRM, CEM, and CCM in E-Marketing

  1. 1. Online Customer Relationship Management CRM, CEM, and CCM in e-marketing
  2. 2. ABOUT ME Business MarketingMay 2012
  3. 3. PERSONAL BRAND Brand MantraCreative. Independent. Integrity.
  4. 4. Values Competencies Style
  5. 5. KEY CORE VALUES
  6. 6. STYLE Positive AttitudeSincere Loyal Compassionate
  7. 7. DISTINCTIVE COMPETENCIESAdaptable to change Following through on commitments Consistent work ethic Taking direction Attention to detail
  8. 8. MY BLOG
  9. 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. 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. 11. CRM The process ofCustomer targeting, acquiring, transacting,Relationship servicing, retaining,Management and building long- term relationships with customers.
  12. 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. 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. 14. WHAT I’VE LEARNED ABOUT CRM FROM BLOGGING
  15. 15. AN EFFECTIVE HOME PAGE CANIMPROVE THE CUSTOMER EXPERIENCE
  16. 16. What does a home page need?
  17. 17. ELEMENTS A HOME PAGE NEEDS TO IMPROVE THE CUSTOMER EXPERIENCEGraphic from Hubspot
  18. 18. TRUST AND TRANSPARENCY: THE FOUNDATION OF CRM
  19. 19. CRM PRACTICES TO GAIN THE TRUST OF CUSTOMERS…
  20. 20. Crm Practices from E-marketing, Strauss and Frost
  21. 21. MANAGING CONFLICTRule # 1 Always be the first to apologize
  22. 22. ALSO…Never delete content posted by customers.Give customers a platform to speak to managers.
  23. 23. WHAT TO KNOW ABOUT SOCIAL CRMSource: Getsatisfaction.com
  24. 24. Source: Getsatisfaction.com
  25. 25. Source: Getsatisfaction.com
  26. 26. The End

×