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  1. 1. Customer Relationship Management
  2. 2. Customer Relationship Management Systems Other CRM Systems Market Research Targeted Marketing Customer Service Salesforce Automation
  3. 3. CRM Systems <ul><li>are designed to support any and all relationships with customers. </li></ul><ul><li>developed to support three areas: </li></ul><ul><ul><li>marketing, </li></ul></ul><ul><ul><li>sales </li></ul></ul><ul><ul><li>and customers </li></ul></ul>
  4. 4. <ul><li>Why does CRM systems support them? </li></ul><ul><li>To better understand what customers want. </li></ul><ul><li>To ensure timely shipping. </li></ul><ul><li>To be able to collect payment sooner. </li></ul>
  5. 5. CRMS also provide an organization with an important element: all employees of the company who directly or indirectly serve a customer are “on the same page” .
  6. 6. Market Research -is any organized effort to gather information about markets or customers. - is specifically concern about marketing processes.
  7. 7. Market Research System <ul><li>helps find the populations and regions that are most likely to purchase a new product or service. </li></ul><ul><li>helps analyze how a new product fares in its first several months on the market. </li></ul>
  8. 8. Targeted Marketing   - involves breaking a market into segments and then concentrating your marketing efforts on one or a few key segments. - it makes the promotion, pricing and distribution of your products and/or services easier and more cost-effective.
  9. 9. Principle of Targeted Marketing <ul><li>To define the prospective customer as accurately as possible and then to direct promotional dollars to those people most likely to purchase the product. </li></ul>
  10. 10. Use of INTERNET <ul><li>Spamming </li></ul><ul><li>Pop-up Advertising </li></ul>
  11. 11. Telemarketing - is a method of direct marketing in which a salesperson solicits to prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call.
  12. 12. The Tune that Heals <ul><li>The digital file of this tune is available on the Web for free downloading. The file name is sit.wav (SIT stands for Special Information Tone). To reduce the no. of uninvited sales calls, record the tune at the beginning of the outgoing message on your answering machine. </li></ul>
  13. 13. Computer Telephony Integration - is a technique enabling a computer to use the digital signal coming through a telephone lines as input in a computer system.
  14. 14. Data mining technique <ul><li>is the process of extracting patterns from data. </li></ul><ul><li>important tool to transform the data into information. </li></ul><ul><li>it is commonly used in a wide range of profiling practices, such as marketing, surveillance, fraud detection and scientific discovery. </li></ul>
  15. 15. Customer Service -web based CS provides automated customer support 24hrs per day, 365 per year. -saves company’s cost of labor if humans provide the same service.
  16. 16. Salesforce Automation <ul><li>a technique of using software to automate the business tasks of sales, including order processing, contact management, information sharing, inventory monitoring and control, order tracking, customer management, sales forecast analysis and employee performance evaluation. </li></ul>
  17. 17. <ul><li>can increase sales productivity significantly, making sales presentation more efficient and letting field representatives close deals on the spot, using preformatted contracts and forms. </li></ul>SFA
  18. 18. Consumer Privacy Ethical and Societal Issues
  19. 19. What is Privacy? <ul><li>- your right to control information about yourself. </li></ul>
  20. 20. Business Arguments <ul><li>- business leaders argue that they must collect and use personal data. </li></ul>
  21. 21. Consumer Arguments <ul><li>- consumers usually accept that they must divulge some private information to receive services, but many do not accept the mass violation of privacy. </li></ul>
  22. 22. Losing Control <ul><li>- once you provide information, you have little control over it. </li></ul>
  23. 23. Eight Commandments of Personal Data Collection and Maintenance
  24. 24. Purpose <ul><li>Companies should inform people who provide information of the specific, exclusive purpose for which the company maintains its data, and only use the data for another purpose with the subjects’ consent. </li></ul>
  25. 25. Relevance <ul><li>Companies should record and use only data necessary to fulfill their own purposes. </li></ul>
  26. 26. Accuracy <ul><li>Companies should ensure that the personal records they maintain are accurate. </li></ul>
  27. 27. Currency <ul><li>companies should make sure that all data about an individual is current. </li></ul>
  28. 28. Security <ul><li>companies should limit access to date to only those who need to know. </li></ul>
  29. 29. Time Limitation <ul><li>Companies should retain date only for the time period necessary. </li></ul>
  30. 30. Scrutiny <ul><li>Companies should establish procedures to let individuals review their records and correct inaccuracies. </li></ul>
  31. 31. Sole Recording <ul><li>company should ensure that no other party can take advantage of the technology to record the same information. </li></ul>