Business process

1. http://studygalaxy.com/

3. CRM success factorsCRM success factors
1.1. Strong international parternerships around CRMStrong international parternerships around CRM
Strategies.Strategies.
2.2. Employees at all levels & all areas accuratelyEmployees at all levels & all areas accurately
collect information for CRM system.collect information for CRM system.
3.3. CRM tools are customer & employee friendly.CRM tools are customer & employee friendly.
4.4. Report out only the data you use, & use the dataReport out only the data you use, & use the data
you report.you report.
5.5. Don’t go high-teeh when low tech will do.Don’t go high-teeh when low tech will do.

4. Customer service profileCustomer service profile
Three important terms areThree important terms are::
1.1. Sales don't equal relationshipsSales don't equal relationships
2.2. Service intends beyond the buyer you need toService intends beyond the buyer you need to
consider all the people who touch or who areconsider all the people who touch or who are
touched by your product or service.touched by your product or service.
3.3. Service & sales are on the same team.Service & sales are on the same team.

5. Three level of Service/Sales:Three level of Service/Sales:
Level 3Level 3

6. Level1Level1:It is initial Transaction.:It is initial Transaction.
• This is the transaction for every business orThis is the transaction for every business or
organization.organization.
• When initial transaction run smoothly with a min.itWhen initial transaction run smoothly with a min.it
provides a strong foundation for future business.provides a strong foundation for future business.
Level2Level2:It is presents repeat customers here.:It is presents repeat customers here.
• You are focused on getting customer to return for 2You are focused on getting customer to return for 2ndnd
,,
33rdrd
or 4or 4thth
times.times.
• Repeat customers desktop greater economic &Repeat customers desktop greater economic &
emotional with you.emotional with you.
• CRM striates tell how much importance to place onCRM striates tell how much importance to place on
repeat customers.repeat customers.

7. Level3Level3:It represents those customers who are:It represents those customers who are
not just satisfied & willing to do business withnot just satisfied & willing to do business with
you gain.you gain.
• These customers activity tell others aboutThese customers activity tell others about
their positive experience.their positive experience.
• It is the customer who sees himself in aIt is the customer who sees himself in a
positive relationship with you who can forpositive relationship with you who can for
you.you.

8. Piffles of customer service profilePiffles of customer service profile
1.1. Focusing on the Top-Focusing on the Top- It’s personally &It’s personally &
professionally satisfying to have advocates.professionally satisfying to have advocates.
2.2. Focusing on the front door:Focusing on the front door: Initial transaction areInitial transaction are
critical but they are only one step in CRMcritical but they are only one step in CRM

9. Keys for initial TransactionKeys for initial Transaction
1.1. Move systems simple.Move systems simple.
2.2. Fangs shows the experience-”The way of windFangs shows the experience-”The way of wind
and water”and water”
The transaction should progress in a way thatThe transaction should progress in a way that
feels natural for customers & employees.feels natural for customers & employees.
The Chinese practice of analyzing the building,The Chinese practice of analyzing the building,
environment, people, & time in order to createenvironment, people, & time in order to create
more harmony, health, prospects & beauty.more harmony, health, prospects & beauty.

10. Answer of following is a good way to startAnswer of following is a good way to start
• How can you make it easier for customer to get toHow can you make it easier for customer to get to
you?you?
• How can you streamline the process of doingHow can you streamline the process of doing
business?business?
• How can you make the service env., friendlier &How can you make the service env., friendlier &
more inviting.more inviting.
3.3. Capture for opportunityCapture for opportunity::
• Capture information that will allow you toCapture information that will allow you to
invite this customer back for another visit.invite this customer back for another visit.

11. Management for repeat businessManagement for repeat business
• Key 1-Trake the Relationship: Keep the history ofKey 1-Trake the Relationship: Keep the history of
each customer so that can evaluate & predicteach customer so that can evaluate & predict
purchase patterns.purchase patterns.
• Key 2-Alow for variation: Create ways forKey 2-Alow for variation: Create ways for
customers to have the experience of customizingcustomers to have the experience of customizing
• Key 3-Look for opportunities to expand theKey 3-Look for opportunities to expand the
relationship:relationship:
1.1. Connect the relationship.Connect the relationship.
2.2. Don’t hold one relationship stage to another.Don’t hold one relationship stage to another.
3.3. Calculate the total value of the customer.Calculate the total value of the customer.

12. Managing for customer advocacyManaging for customer advocacy
Key 1- Know what’s worth taking aboutKey 1- Know what’s worth taking about
Key 2- Changes worth taking aboutKey 2- Changes worth taking about
Key 3- Prompt advocate to share theirKey 3- Prompt advocate to share their
recommendation.recommendation.

13. CRM TechnologyCRM Technology
• CRP is a displined Bs to create & sustain longCRP is a displined Bs to create & sustain long
term profitable customer relationships.term profitable customer relationships.
• CRM technology is a critical enabler of the processCRM technology is a critical enabler of the process
reqd. to turn strategy in to business results.reqd. to turn strategy in to business results.
• CRM is three types:CRM is three types:
1.1. Operational CRMOperational CRM
2.2. Analytical CRMAnalytical CRM
3.3. Collaborative CRMCollaborative CRM
• O-CRM is the customer facing application of CRM.O-CRM is the customer facing application of CRM.
This is the ERP-live segment of CRM.This is the ERP-live segment of CRM.
• Typical business functions involving customerTypical business functions involving customer
service,order,sales & marketing automation areservice,order,sales & marketing automation are
parts of CRM.parts of CRM.

14. • A-CRM is the capture, storage, extraction,A-CRM is the capture, storage, extraction,
processing, interpretation, & reporting of customerprocessing, interpretation, & reporting of customer
data to a user.data to a user.
• The value of the application is not in the algorithm &The value of the application is not in the algorithm &
storage, but also in the ability to individuallystorage, but also in the ability to individually
personalize the response using the data.personalize the response using the data.

15. Collaborative CRMCollaborative CRM
• It is the communication center, the coordinationIt is the communication center, the coordination
network, that provides the neural paths to thenetwork, that provides the neural paths to the
customer & his suppliers.customer & his suppliers.
• It could mean a portal, a partner relationshipIt could mean a portal, a partner relationship
msg(PRM) application, or a customer interactionmsg(PRM) application, or a customer interaction
center (CIC)center (CIC)
• It could mean communication channels such as theIt could mean communication channels such as the
web or email, voice applications.web or email, voice applications.

16. CRM technology componentsCRM technology components
1.1. CRM engine: This is a customer data repositions.CRM engine: This is a customer data repositions.
2.2. The data warehouse is where all data on theThe data warehouse is where all data on the
customer is captured & sutured.customer is captured & sutured.
3.3. This may include basic stuff such as, address,This may include basic stuff such as, address,
phone no, & DOB.phone no, & DOB.
4.4. It could include the help support 7 purchaseIt could include the help support 7 purchase
history.history.
5.5. Ultimate purchase is a single gathering point forUltimate purchase is a single gathering point for
all individual customer view can be createdall individual customer view can be created
throughout all the co deptt.throughout all the co deptt.
6.6. This engine provides the personals station e.g.This engine provides the personals station e.g.
amazons.amazons.

17. Front office situationFront office situation
• These are unified application that run on top theThese are unified application that run on top the
customer data warehouse (CDW)customer data warehouse (CDW)
• Analysis , reports & easy instant access to thisAnalysis , reports & easy instant access to this
information are hall master of their solution.information are hall master of their solution.
• More specific application provide an element of self-More specific application provide an element of self-
service for the customer.service for the customer.
E.g. When we log into amazon.com with personalE.g. When we log into amazon.com with personal
ID & Password, you get specific recommendationID & Password, you get specific recommendation
that are based on those comp lese analyticthat are based on those comp lese analytic
algorithms, interpreting what it sees as youralgorithms, interpreting what it sees as your
preferences in a pretty sophistical way.preferences in a pretty sophistical way.
• The self service is our ability to act on theThe self service is our ability to act on the
recommendations.recommendations.

18. Customer Inter AltonCustomer Inter Alton
• CRM increase customer interaction that doesn’tCRM increase customer interaction that doesn’t
necessarily occur with a human being.necessarily occur with a human being.
• The interaction is a critical component of CRM.The interaction is a critical component of CRM.

19. Customer life cycleCustomer life cycle
• The life cycle of the customer is the process, theThe life cycle of the customer is the process, the
customer has been undergoing to be with you forcustomer has been undergoing to be with you for
all these yours.all these yours.
• This include the customer’s purchase history, howThis include the customer’s purchase history, how
often one has taken advantages of special offers.often one has taken advantages of special offers.

20. Customer InteractionCustomer Interaction
• It is convenience & the ability of the customer to getIt is convenience & the ability of the customer to get
something they need without having to rely on asomething they need without having to rely on a
busy human being.busy human being.
• This interaction is a critical component of CRM-This interaction is a critical component of CRM-
specially the online verity.specially the online verity.

21. CRM & E CRMCRM & E CRM
• E CRM is the internet based stuff.E CRM is the internet based stuff.
• It is the automated stuff i.e. no person is involvedIt is the automated stuff i.e. no person is involved
e.g. automated email response.e.g. automated email response.
• It has different customer touch points i.e. website,It has different customer touch points i.e. website,
email etcemail etc
• The term E CRM was first given by people whoThe term E CRM was first given by people who
communicating with customers in new ways.communicating with customers in new ways.

23. CRM and PortalsCRM and Portals
• Portal is a gate way to an array of servicePortal is a gate way to an array of service
• It is a centralized entry point centered on a webIt is a centralized entry point centered on a web
server.server.
• Links multiple information & interactivity sources &Links multiple information & interactivity sources &
allows a personalized view of any or all services.allows a personalized view of any or all services.
• The personalization is ascendible through a PW &The personalization is ascendible through a PW &
a user.a user.
• Collection of goods services & information isCollection of goods services & information is
universal.universal.

24. • A good CRM portal aggregates all relevantA good CRM portal aggregates all relevant
customer information within a single application orcustomer information within a single application or
desktop in a format that is centralized&desktop in a format that is centralized&
personalized for the dept. or individual interactingpersonalized for the dept. or individual interacting
with the data.with the data.
• An ideal portal doesn’t just provide access toAn ideal portal doesn’t just provide access to
customer data, but becomes a knowledge basecustomer data, but becomes a knowledge base
that is tailored to the needs of each differentthat is tailored to the needs of each different
audience.audience.
• A CRM protocol provides multiple elements ofA CRM protocol provides multiple elements of
web-based, self-service for customer, parters , &web-based, self-service for customer, parters , &
employees.employees.

25. • It is an enterprise wide web solution that combinesIt is an enterprise wide web solution that combines
CRM functionality with their applications.CRM functionality with their applications.
• It’s purpose to maximize the efficiency of marketing,It’s purpose to maximize the efficiency of marketing,
sales, & service teams.sales, & service teams.