0601027 analysis of customer relationship managementSupa Buoy
Hi Friends
This is supa bouy
I am a mentor, Friend for all Management Aspirants, Any query related to anything in Management, Do write me @ supabuoy@gmail.com.
I will try to assist the best way I can.
Cheers to lyf…!!!
Supa Bouy
0601027 analysis of customer relationship managementSupa Buoy
Hi Friends
This is supa bouy
I am a mentor, Friend for all Management Aspirants, Any query related to anything in Management, Do write me @ supabuoy@gmail.com.
I will try to assist the best way I can.
Cheers to lyf…!!!
Supa Bouy
This report is prepared in order to assess a customer journey map is merely an illustration of all the touch-points when customers come into contact with Keells Super online or offline platforms. And using the surveys to gather voice of customer insights about the Keells Super experience is a great way to understand how our customers and the company are performing in the eyes of consumers.
Customer relationship management and relationship marketingPROF.JITENDRA PATEL
This Module talk about basic of Customer relationship management and relationship marketing. Major Component, advantages, properties and example of CRM.
user research for a B2B mobile based service. Contextual enquiry and user research was carried out to identify gaps and opportunities in the existing version of Nokia Tej - a B2B enterprise service
Assignment on Strategic Management in Fulfillment of MBA Program OPen Univers...santhy govindasamy
Assignment on Strategic Management Paper in fulfillment of the requirement for MBA Program at Open University Malatysia. Focussing on Business Level and Corporate level strategies of Pos Malaysia Berhad - Santhy Govindasamy
Expand Your Service Offerings with New Applications of Your Marketing Platformcamillemarti
In this slideshare, you'll see how a MindFire customer, Think Patented, is using marketing automation technology to extend their services beyond typical marketing campaigns. You'll learn how Think Patented:
1. Uses a flexible marketing platform to broaden the scope of their services outside of multi-channel marketing campaigns.
2. Created an automated Recruitment Portal to pre-qualify third-party vendors for their facilities maintenance management client.
3. Organized their client's trade show communication including pre and post event multi-channel campaigns, automated appointment setting, and prospect data analysis.
At Gunaatita, we are a trusted Microsoft BizSpark startup end-to-end Software solutions & Web development Company that provides excellent services in Enterprise mobility solutions, Software product engineering, Content Management System, CRM and Mobile applications using Java & .Net Technologies. We are committed to provide great value to our customers as a trusted offshore partner with our experience and expertise in cutting edge technology and highly process oriented execution.
Our main services include:
. Website Design and Development
. Enterprise Portal Development
. Mobile App Development (Android)
. E-commerce Solutions
. Service API development
When your workforce has the right tools and skills to exceed customer expectations, they drive revenue, differentiate your brand, and captivate loyal customers. Learn how these retailers have reached these goals by developing their leaders and frontlines.re
Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments – although considered late followers compared to the private industry – have been showing growing interest in CRM systems recently to help public and government agencies track and manage relationships with their constituents. In this article, we review existing literature to provide an understanding of the field. We also present a proposed CRM framework based on literature review and practice work. The proposed framework is envisaged to act as a practical management tool that provides a holistic overview of implementation phases, components of each phase, and associate critical success factors.
This report is prepared in order to assess a customer journey map is merely an illustration of all the touch-points when customers come into contact with Keells Super online or offline platforms. And using the surveys to gather voice of customer insights about the Keells Super experience is a great way to understand how our customers and the company are performing in the eyes of consumers.
Customer relationship management and relationship marketingPROF.JITENDRA PATEL
This Module talk about basic of Customer relationship management and relationship marketing. Major Component, advantages, properties and example of CRM.
user research for a B2B mobile based service. Contextual enquiry and user research was carried out to identify gaps and opportunities in the existing version of Nokia Tej - a B2B enterprise service
Assignment on Strategic Management in Fulfillment of MBA Program OPen Univers...santhy govindasamy
Assignment on Strategic Management Paper in fulfillment of the requirement for MBA Program at Open University Malatysia. Focussing on Business Level and Corporate level strategies of Pos Malaysia Berhad - Santhy Govindasamy
Expand Your Service Offerings with New Applications of Your Marketing Platformcamillemarti
In this slideshare, you'll see how a MindFire customer, Think Patented, is using marketing automation technology to extend their services beyond typical marketing campaigns. You'll learn how Think Patented:
1. Uses a flexible marketing platform to broaden the scope of their services outside of multi-channel marketing campaigns.
2. Created an automated Recruitment Portal to pre-qualify third-party vendors for their facilities maintenance management client.
3. Organized their client's trade show communication including pre and post event multi-channel campaigns, automated appointment setting, and prospect data analysis.
At Gunaatita, we are a trusted Microsoft BizSpark startup end-to-end Software solutions & Web development Company that provides excellent services in Enterprise mobility solutions, Software product engineering, Content Management System, CRM and Mobile applications using Java & .Net Technologies. We are committed to provide great value to our customers as a trusted offshore partner with our experience and expertise in cutting edge technology and highly process oriented execution.
Our main services include:
. Website Design and Development
. Enterprise Portal Development
. Mobile App Development (Android)
. E-commerce Solutions
. Service API development
When your workforce has the right tools and skills to exceed customer expectations, they drive revenue, differentiate your brand, and captivate loyal customers. Learn how these retailers have reached these goals by developing their leaders and frontlines.re
Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments – although considered late followers compared to the private industry – have been showing growing interest in CRM systems recently to help public and government agencies track and manage relationships with their constituents. In this article, we review existing literature to provide an understanding of the field. We also present a proposed CRM framework based on literature review and practice work. The proposed framework is envisaged to act as a practical management tool that provides a holistic overview of implementation phases, components of each phase, and associate critical success factors.
How do you collect data? How do you personalize your customer relationship in a scalable way? How should your website interact with others? Having a well performing eCRM is key to achieve profitability, decrease spending on online marketing, and simplify your customer service tasks.
This case study will cover:
Data collection through customers touchpoints
CRM objectives and KPIs definition
Interactions with third party tools
Data in action for mass customization
Monitoring with dedicated dashboards
Presentation slides from Customer Relationship Management (CRM) workshop as part of Destination Digital business support programme from Connecting Cambridgeshire.
Want more information? Small businesses across Cambridgeshire and Peterborough can currently get free business support on using digital technology until March 2015.
More information here: http://destinationdigital.info/advice/
Social Observational ActivitySpend some time observing another.docxsamuel699872
Social Observational Activity
Spend some time observing another adult interacting with at least one other adult (at home, in a park, at the mall, at work, etc.) and reflect on the nonverbal cues and body language that they tend to use. What are they trying to “say” to the other person?
Locate scholarly materials to help support your accuracy of what the person’s body language and nonverbal communication is conveying (eye contact, posture, appearance, leaning in, facial expressions, artifacts [a uniform, etc.] gestures, etc.) Be descriptive in your analysis of all non-verbal communication that you identify and body language examples.
.
Your paper should be 2-3 pages in length. Include at least two scholarly references in addition to the course textbook to support your analysis and position.
Introduction of the specific topic
Customer Relationship Management
As a group, we will be explaining how customer relationship management is a customer-focused and customer-driven organizational strategy. Elaborate on how modern CRM systems can build sustainable long-term customer relationships that can create value for both companies and their customers. In addition, to helping many companies acquire new customers while also retaining and expanding their relationships with advantageous existing customers. Overall, this topic is an approach to manage a company’s interaction with current and potential customers. It uses data analysis about customers history with a company to improve business relationships with customers. It specifically focuses on customer retention and driving sales growth. The reason this is important and relevant to our class is because businesses data is used to see what customers like and don’t like. Businesses use this because sales tend to improve overall when they use CRM.
Tentative milestone/schedule of the project.
Introduction
Customer relationship management is very commonly referred to as CRM within the business world. It is perceived as both a customer-driven and customer-focused strategy that in part is used to aid the communication between businesses and their customers (Rainer & Prince, 2020). It does in fact also contribute a great deal to many businesses marketing tactics and more specifically allowing them to focus on customers individually. Then, providing them with the proper information needed to meet their individual customer’s needs and desires, which in essence contributes to creating a customer intimacy that so many businesses lack today. With living in a very digital and internet driven world today, customer relationship management has been able to really fill a void that has unintentionally been created by the Internet because of how impersonal it has made what used to be in-person experiences, now digitized.
The process in which customer relationship management is utilized, is by employing information technologies through numerous systems and applications. It is a technology used to manag.
Social Observational ActivitySpend some time observing another.docxrosemariebrayshaw
Social Observational Activity
Spend some time observing another adult interacting with at least one other adult (at home, in a park, at the mall, at work, etc.) and reflect on the nonverbal cues and body language that they tend to use. What are they trying to “say” to the other person?
Locate scholarly materials to help support your accuracy of what the person’s body language and nonverbal communication is conveying (eye contact, posture, appearance, leaning in, facial expressions, artifacts [a uniform, etc.] gestures, etc.) Be descriptive in your analysis of all non-verbal communication that you identify and body language examples.
.
Your paper should be 2-3 pages in length. Include at least two scholarly references in addition to the course textbook to support your analysis and position.
Introduction of the specific topic
Customer Relationship Management
As a group, we will be explaining how customer relationship management is a customer-focused and customer-driven organizational strategy. Elaborate on how modern CRM systems can build sustainable long-term customer relationships that can create value for both companies and their customers. In addition, to helping many companies acquire new customers while also retaining and expanding their relationships with advantageous existing customers. Overall, this topic is an approach to manage a company’s interaction with current and potential customers. It uses data analysis about customers history with a company to improve business relationships with customers. It specifically focuses on customer retention and driving sales growth. The reason this is important and relevant to our class is because businesses data is used to see what customers like and don’t like. Businesses use this because sales tend to improve overall when they use CRM.
Tentative milestone/schedule of the project.
Introduction
Customer relationship management is very commonly referred to as CRM within the business world. It is perceived as both a customer-driven and customer-focused strategy that in part is used to aid the communication between businesses and their customers (Rainer & Prince, 2020). It does in fact also contribute a great deal to many businesses marketing tactics and more specifically allowing them to focus on customers individually. Then, providing them with the proper information needed to meet their individual customer’s needs and desires, which in essence contributes to creating a customer intimacy that so many businesses lack today. With living in a very digital and internet driven world today, customer relationship management has been able to really fill a void that has unintentionally been created by the Internet because of how impersonal it has made what used to be in-person experiences, now digitized.
The process in which customer relationship management is utilized, is by employing information technologies through numerous systems and applications. It is a technology used to manag.
presentation of eokam\' services.
eoKam is specialized in designing and setting up account management solutions for large accounts sales teams. eoKam helps its customers focusing on productivity, sales reporting and strategic data sharing, in particular with KamUp!, the collaborative account management software, the ideal companion of CRM systems.
INFORMATION SYSTEM OF CUSTOMER RELATIONSHIP MANAGEMENT PT HASRAT ABADI MERAUK...IAEME Publication
Customer relationship management (CRM) is defined as a clear business strategy
and is a combination of a range of functions, skills, processes, and technologies that
together allow companies to better manage profits with customers as real assets. PT
Hasrat Abadi is the official distributor for Toyota and Yamaha vehicles in five regions
in Eastern Indonesia. However, PT Hasrat Abadi does not have software that can
manage company relationships with customers, and provide fast information to
customers for customer satisfaction and increase profits from the company. Making
this application uses the RUP (Rational Unified Process) methodology which is
gradual with upward progress and iterative (repetitive) to get the appropriate results.
Applications can help companies in making a new breakthrough to market their goods
and services by reading customer behavior through questionnaires, polling and
recording customer activity, this application can help companies to promote the latest
products to customers online so they can keep customers even new customers.
This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
How to Create Map Views in the Odoo 17 ERPCeline George
The map views are useful for providing a geographical representation of data. They allow users to visualize and analyze the data in a more intuitive manner.
How to Split Bills in the Odoo 17 POS ModuleCeline George
Bills have a main role in point of sale procedure. It will help to track sales, handling payments and giving receipts to customers. Bill splitting also has an important role in POS. For example, If some friends come together for dinner and if they want to divide the bill then it is possible by POS bill splitting. This slide will show how to split bills in odoo 17 POS.
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
2. Definition of CRM
CRM = Customer Relationship Management
Managing customer relationships as opposed to
managing customers
Joint working model in enterprise co-operation
Defining your segments, customers and customer
information
Carrying out varying customership care plans
Customer Relationship Management (CRM) is a
business strategy that is designed to improve
customer service. CRM is also aims to increase
customer satisfaction, manage the best customers
effectively, and gain new quality customers, thus
increasing a business’s profitability. (Intellinova.com)
3. CRM in vocational college project results
in Omnia
Based on a 4-year project and action research 2006-2010
Results:
1) customer strategy for Adult Education Centre
2) customer leadership models, areas and responsibilities developed
3) the customerbase analysed, segments defined and customer-care
programmes developed
4) own-care programmes were formed for customer groups.
5) manual for CRM database created and developed
“The results proved that customer relationship management and customer
leadership were challenging but possible to carry out in the academy organisation
and they can be executed successfully in this environment.”
The development project was evaluated as reliable, truly work-life based, valuable
and useful in the practical functions of the target organisation.
CRM is not a system or a database, CRM is a method and actions carried out from a
customer perspective. It is done by people and for the people. CRM database is a
tool in this work.
V.Krannila - Customer leadership and development 2010 (case Omnia)
4. CRM Database basics
A tool for CRM work
Consists mainly of customership information
Customer data, adresses, contacts, e-mail, customership activity
and classifications
Can be located in user’s own server or as cloud service (usually
www-based)
All employees can have access (via passwords) to CRM database
or different roles for different users can be created
Usually those working directly with enterprises, management and
marketing are the main users (of database)
5. CRM database advantages
CRM database is used by management to gain customer
information and plan marketing and management strategies
CRM database is used to carry out marketing campaigns
(marketing various training programmes etc.) via e-mail or
telephone, and gathering the feedback from the campaign
CRM database is used by customer account managers to sustain
customership programs, information on customer
activity, complaints and other useful information
CRM database collects customer information on various
raports, including balance scorecard
CRM database streghtens co-operation between various units of a
company and ensures customer-oriented way of working
6. CRM database project (case Omnia)
1) Define your main customers and segments
2) Define your targets of customership management and work
3) Collect your customer information, in which form it currently exists
4) Commit people from every unit to work together on the project
5) Choose a pilot group, depending on your organization, max. 5-20
persons is recommended, from different units if possible
6) Map out the service providers and bring them and your own ITC
personnel into project as early as possible
7) Define targets, budget and follow-up points to pilot project
8) Pilot project should last at least few months, preferably 1 year to provide
sufficient information for continuation
9) Organise meetings in regular basis to follow systems use and possible
problems. A service provider and ICT should be present every step of the
way
7. CRM database project (case Omnia)
10) Organise sufficient training on the use of the system and database
11) Choose 1 person as main user in charge of the project and system updates
12) Map out possible integrations with other systems and their cost
13) Organise meetings in regular basis to follow systems use and possible
problems. A service provider and ICT should be present every step of the way
14) Write a report at the end of the pilot and build a plan for further
development
Some critical points:
- In Omnia development took several years with the amount of users growing
slowly.
- The cooperation and communication with ICT and service provider is
neccessary, especially during the system aquisition and pilot project
- Pilot group should work closely together and should not be larger than 5-7
persons
8. CRM system pilot project
Process:
Targets, spesific
goals for each
division, project
plan,
Setting up
database, colle
cting customer
info from
various
sources,
Training of
pilot
participants
Possible
integrations
to other
systems
Testing and
carrying out
marketing
and sales
operations
via CRM
system, accor
ding to
project plan
Evaluation of
pilot project,
raport of
procedures,
further
development
and plan for
the future
Regular meetings with the pilot group, system provider and IT personnel
9. CRM database today (case Omnia)
Users (active passwords) 94 in total
Users from Adult Education
Centre, InnoOmnia, Administration, Youth
Workshops, Apprenticeship Training Centre
One main user and trainer (V.Krannila)
4 vice-users (one person in each unit)
Integrated to MS Outlook, On-the-job learning
system, ProFinder b2b service and Studenta+ (student
management system for adults)
10. CRM database today (case Omnia)
An open database -> everyone with a password can see everything
in the system
This has increased the co-operation with different units and
departments who often deal with same customers
System is based on openess and sharing of information
A culture of exploiting the system regulary is important in
maximising its benefits
11. CRM database today (case Omnia)
Main actions carried out with the database and system:
Offers for enterprises and other organizations (for educational
services, additional training) Adult education centre
Marketing campaigns for different target groups -> Adult education
center, InnoOmnia, Administration
Maintenance of various customer classifications and lists, for example a list
of guests invited to a certain event in Omnia
Mantenance of outside organisations, students and personnel working in
Omnia’s projects -> for Balance Scorecard
A list of workplace instructors -> a regular e-mail information of educations
-> e-mails sent from the system
A list of various operations executed with the customers: visists, emails, phone calls, meetings – all located in customers datafile
12. CRM database process and resposibilities
(case Omnia)
x
Administration
Marketing/
Communication
Account managers/
representatives
Main user
Units
Receives raports from
Units and from main
user
Maintains administration (upper)
Level marketing lists
And classifications
Maintain ja update
Their customer data
Sign in various actions
Customer segmentation
Offers?
Controls systemupdates and is in
Contact with the
System provider
Maintaining and updating
various customerlists and
Customer classifications
Monitors the utilization
Organizes
Marketing and
Communication via
CRM system
Makes decisions regarding
development action
Centrally sends news
letters, press releases,
Annual reports and holiday
cards for customers
Maintaining offers and
Educational products
Maintaining and updating
Customer careplans
Updates the database
manual
Informs users
Follow-up on sales and
actions by account
managers
Raports to
administration
Carry out development
Procedures on preceding
points
Trains users in co-operation
With vice-users
Raports to administration
Raports to
administration
13. CRM system dataflow diagram
Systems and dataflow
Fonecta
Profinder B2B
(customer information updates
from the web)
Integrated into CRM
Student administration
System and database
Customer data and updates
classifications
Microsoft Outlook
(integrated to CRM)
CRM database
Customer
’information
Excel (data)
On-the-job learning
System and database
14. Workshop discussion in groups
Discuss and find answers to these questions in groups:
Define your customers, who is your main customer?
How would you classify your customers/divide them into
categories?
How is business co-operation organized in your field?
What type of information regarding your customers do you find
essential?
Who in your organization is in contact with these
customers/busineses?
Present your views, questions and results
15. References
Links and other useful material
CRM Basics:
http://intellinova.com/crm/strategy/crm-for-beginners-customer-relationshipmanagement-basics/
http://www.mycustomer.com/topic/beginners-guide-crm
Literature:
Payne, A. 2006. The Handbook of CRM. Great Britain: ButterwothHeinemann
McKenzie, R. 2001. The relationship-based enterprise : powering business
success through customer relationship management. Toronto: McGraw-Hill.
V. Kumar & W. Reinartz. Customer Relationship Management:
Concept, Strategy, and Tools. 2012.