CRM forms a continuous loop of marketing, sales, and service to attract new customers while maximizing opportunities for cross-selling and up-selling across channels. CRM provides benefits like optimizing profits through cross-selling and up-selling, using digital channels to generate revenue, and improving customer service and campaign management. It also transforms call centers into sophisticated contact centers that offer advanced sales and service capabilities across communication channels.

1. CRM Introduction CRM forms a continuous loop of marketing, sales, and service. You can attract new customers while maximizing cross-selling and up-selling opportunities across multichannel sales, marketing and customer service operations. despina voudouri 2001

6. Multichannel eBusiness Partners Web & Email Sales Call Center Customers Marketing Back Office despina voudouri 2001 Customer Information

15. Supporting the Closed Loop Marketing Process Understand Market and Customer Design Campaign Measure and Track Results Execute Campaign At All Touchpoints despina voudouri 2001

16. Multistage, Event-Triggered, and Recurring Campaigns despina voudouri 2001 Define Audience/ Create Campaign $ Purchase Thank you email Trigger ongoing customer eNewsletter Real time marketing and offer optimization Prospect clicks on offer but does not purchase Trigger Stage 2 Campaign Analysis Personalized HTML eMail Personalized Web Offer

20. “ Customer service will become the primary value-added function in every business” Bill Gates - Business @ the speed of thought . despina voudouri 2001