This document provides an overview of customer relationship management (CRM) implementation. It discusses:
1. The 8 steps to developing a CRM roadmap: gaining sponsorship, gathering information, assessing the current and future states, identifying value opportunities, linking opportunities to capabilities, defining projects/requirements, developing business cases, and creating a rollout strategy.
2. Emerging trends in CRM like near-field communication, location-based services, augmented reality, social media on mobile as a customer service channel, and next-generation mobile apps.
3. The "4Ps" of CRM roadblocks: process issues around modifying business processes, perception challenges of viewing CRM as enabling rather than mandatory, privacy concerns
Click on the link below to watch full video on youtube :-
https://youtu.be/gbsJ9D9BL8A
Customer Relationship Management Model defines framework to manage customer relationship through stages from acquisition till retention.
CRM Model lays down strategy to develop customer relationship by focusing on :-
Customer Satisfaction
Building Customer Loyalty
Enhancing Customer experience through customized product/ service
Providing competitive advantage
Establishing strong multi-channel communication network
CRM MODELS- IDIC Model, QCI Model, Value Chain Model, 5 Forces Model.
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What is Data Mining?
The process of determining useful patterns and relationships in big data through algorithms, to extract knowledge from data warehouses.
Role of Data Mining in CRM:
1. Get a holistic view of customer life-cycle
2. More data will result in accurate models
3. Leverage forecasting and descriptive modeling techniques
4. Have a proactive approach with predictive analytics
How will Data Mining Benefit my Business?
1. Conduct Basket Analysis for better stocking, store layout, and promotion strategies
2. Sales Forecasting to optimize your sales, supply chain and financial management
3. Predictive Lifecycle Management for each customer to segment them accordingly
4. Optimal Allocation of company’s resources for enhanced productivity and better ROI
5. Product Customization by predicting features that meet the customer’s demands
6. Database Marketing for a defined target market, personalized campaigns, and promotional offers
7. Predict Warranty Claims by the customers and their average cost to have efficient management of funds
8. Fraud detection by analyzing past fraudulent transactions and taking corrective measures
Techniques of Data Mining in CRM
1. Clustering – Identify similar data sets and understand both similarities and differences in data to increase conversion rates
2. Classification – Gather all information about a data set and classify it into proper categories.
3. Anomaly Detection – Information that does not match the expected behavior or projected pattern, providing actionable information
4. Association Rule Learning – Uncover hidden patterns from the data to better understand your customer’s habits and predict their decisions
5. Regression – Find dependency between different data items and map out the effect of variables on each other. It helps in determining customer satisfaction levels and its impact on customer loyalty
Read our entire blog here: https://www.rolustech.com/blog/data-mining-crm
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
Click on the link below to watch full video on youtube :-
https://youtu.be/gbsJ9D9BL8A
Customer Relationship Management Model defines framework to manage customer relationship through stages from acquisition till retention.
CRM Model lays down strategy to develop customer relationship by focusing on :-
Customer Satisfaction
Building Customer Loyalty
Enhancing Customer experience through customized product/ service
Providing competitive advantage
Establishing strong multi-channel communication network
CRM MODELS- IDIC Model, QCI Model, Value Chain Model, 5 Forces Model.
Thank You For Watching
Subscribe To DevTech Finance
What is Data Mining?
The process of determining useful patterns and relationships in big data through algorithms, to extract knowledge from data warehouses.
Role of Data Mining in CRM:
1. Get a holistic view of customer life-cycle
2. More data will result in accurate models
3. Leverage forecasting and descriptive modeling techniques
4. Have a proactive approach with predictive analytics
How will Data Mining Benefit my Business?
1. Conduct Basket Analysis for better stocking, store layout, and promotion strategies
2. Sales Forecasting to optimize your sales, supply chain and financial management
3. Predictive Lifecycle Management for each customer to segment them accordingly
4. Optimal Allocation of company’s resources for enhanced productivity and better ROI
5. Product Customization by predicting features that meet the customer’s demands
6. Database Marketing for a defined target market, personalized campaigns, and promotional offers
7. Predict Warranty Claims by the customers and their average cost to have efficient management of funds
8. Fraud detection by analyzing past fraudulent transactions and taking corrective measures
Techniques of Data Mining in CRM
1. Clustering – Identify similar data sets and understand both similarities and differences in data to increase conversion rates
2. Classification – Gather all information about a data set and classify it into proper categories.
3. Anomaly Detection – Information that does not match the expected behavior or projected pattern, providing actionable information
4. Association Rule Learning – Uncover hidden patterns from the data to better understand your customer’s habits and predict their decisions
5. Regression – Find dependency between different data items and map out the effect of variables on each other. It helps in determining customer satisfaction levels and its impact on customer loyalty
Read our entire blog here: https://www.rolustech.com/blog/data-mining-crm
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
The Future of CRM: Aligning Sales and Support Around the Customer JourneyTeckstco
CRM/Analytics thought leader Ryan McGuire looks at the future of CRM as one where the customer journey is aligned from sales to support, and how your organization can take steps toward making this transformation. Enterprise two-way messaging platform provider Teckst discusses enterprise use cases and learnings from past implementations.
Operational CRM generally refers to services that allow an organization to take care of their customers. It provides support for various business processes, which can include sales, marketing and service. Contact and call centers, data aggregation systems and web sites are a few examples of operational CRM. If your company has a high customer turnover, or perhaps high service costs, Operational CRM Solutions is a tool that can help you solve your problems. The high tech expertise of CRM gives you access to information about your customer as well as giving you a clear view of your customers needs.
t is a systematic approach to analyze customer data and interactions to improve various business processes in Sales, Marketing and Service. The main purpose of Analytical CRM is to gather customer information from various channels and gain knowledge about customers’ behaviors and buying pattern as much as possible. It helps an organization to develop new marketing strategy, campaign management, customer acquisition and retention.
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
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
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.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
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?
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
GIÁO ÁN DẠY THÊM (KẾ HOẠCH BÀI BUỔI 2) - TIẾNG ANH 8 GLOBAL SUCCESS (2 CỘT) N...
Crm ppt
1. A
Presentation on
Module V: Issues and Challenges in
Implementation of CRM
Prepared by
Nilesh Sen
Manohar Rathore
Riddhi Mehta
Jesal Kothari
Jaydeep Budheliya
Shekher Nirmal
Amod Hardikar
Submitted to
Prof. Neelam Kshatriya
2. Topics Covered
Overview of Retail
CRM Implementation Road Map & Steps of CRM Implementation
CRM Roadblocks (4P’s)
Phased development
Learning from customer defections
Emerging trends in CRM
Evaluating customer retention plan
3. “Rural or Urban, Old OR Young, Malls OR
Kirana Shops & So on— People from every Nook
& Corner needs everything which is available @
Retail Store.”
4. O
V
E
R
V
I
E
w
5th Largest in the world.
Entry of MNC—Walmart,Carrefour,Costco
Major Players—Reliance, Tata, Aditya Birla Group,
K Raheja Group.
Accounts 12% of GDP
Organized retail (8%)
Traditional to Shopping Malls
13. Definition of Customer Retention
• Customer Retention is the activity that a
selling organization undertakes in order to
reduce customer defections.
14. Facts about CR
Cost of
acquiring
a new
customer
Leaky
Bucket
Theory
CRM is
part of
CR
Customer
complaint
Customer
satisfacti
on V/S
CR
Why
Customer
switch?
Lessening
the
Defection
rate
16. Customer
Retention
plans
Customer retention is increasingly
becoming more and more important .
Most firms offer loyal customer rewards for
their loyalty.
Customer portfolio analysis, customer
retaining mareting mix, reorganisation for
Customer retention.
However many rewards program are
misunderstood and often wrongly applied.
19. Lack of
Organisation
al Control &
Coordination
Lack of
Sensitivity
Insufficient
linkage
between
marketing &
Operation
High
Customer
expectation
Realistic
target
turnover
rates
24. Implementation Road Map
A CRM Roadmap is a strategic plan that identifies how an
organization can meet and exceed its customers' needs. This
includes, but is not limited to, assessing how the sales, marketing
and service entities work together to:
1. gain insight from their customers (e.g. purchase history, desired
products/services),
2. produce valuable offerings/products (e.g. personalized product)
and
3. provide the ultimate customer experience (e.g. multiple
touchpoints, 360 degree view of the customer).
25. •So how do organizations know which CRM capabilities they have,
and which they need to realize their strategic goal?
•Now we will see primary steps (which have been used cross-
industry, including financial services, electronics and high-tech,
consumer products, manufacturing, etc.) to follow when developing
a CRM Roadmap.
CRM Road Map…How?
26. •The “sponsor” for a CRM Roadmap effort must have a vested interest
in the project and ideally has P&L responsibility for the group to be
impacted.
•As with any project an organization undertakes that involves
significant change to business processes, organizational structures, or
roles and responsibilities, the lack of key, influential sponsorship
reduces the effectiveness of the project, since there is no driving force
for implementation.`
Step 1: Gain Senior Level Sponsorship
27. It is critical to gain insights of various key stakeholders and
decision-makers within the organization.
Examples of questions that help gauge the health of the client's
CRM include:
• How would you define CRM?
• What types of customer information is captured/tracked
(acquisition/retention costs, churn, cost to serve, etc.)?
• What information would you like to know about your
customers that you currently do not?
Done by interviewing Executives, Managers, Marketers, Front
line staff…
Step 2: Gather Information
28. •Through these meetings, we gain an understanding of the
client's current CRM capabilities and significant opportunities
to improve their customer relationships, and map out findings.
•Also important to understand company's future direction
(usually between 6 months and 2 years).
•Then comparison of current state of CRM against best
practices within the companies respective industry.
Step 3: Assess Current state and Define
Future state Gaps
29. •Value opportunities represent the potential benefits delivered by
being more customer-centric.
•Identify and categorize value opportunities along the lines of people,
process and technology.
•Example of a "process" value opportunity is improving data capture
for all customer contacts across sales functions and touch points (e.g.
phone, e-mail, etc.).
•"People" value opportunities may involve additional training on
service procedures for capturing customer data.
•"Technology" value opportunities might include developing a data
warehouse.
Step 4: Identify Value Opportunities
30. •After determination of where the value opportunities lie.
Identification of which strategic CRM capabilities are needed.
•Below is a sample of link between a specific value opportunity and
its corresponding strategic CRM capabilities:
•Value Opportunity :
• Improve customer understanding
•Strategic CRM Capability:
• Possess good knowledge of the customer
• Leverage customer information from the service process
• Understand customer profitability and cost-to-serve.
Step 5: Link Value Opportunities to
strategic CRM Capabilities
31. •Once value opportunities are prioritized, specific CRM projects
need to be developed. Defining and executing CRM projects will
ensure the company masters the relevant strategic CRM capabilities.
•An effective way to define relevant projects is through
brainstorming sessions with the client. Samples of the outcome of a
session might include:
• Understand customer profitability
• Enhance call center operations by implementing sophisticated
touch-point technologies
• Establish a data warehouse
• Improve sales force training
Step 6: Define CRM Projects and Requirements
32. •Once the projects and requirements are defined, it is necessary to
develop the business case to support or refute the criticality of a
specific project. The business case seeks to justify the money
investment needed and the ROI. Each business case should include:
• Details and costs of required resources (people, technology,
training, outsourced resources, etc.),
• Projected duration of time of each project.
• Potential benefits
•For example, a typical CRM investment ranges from $10 to $25
million (or more) over a three to five year period. The amount is
wholly dependent upon how many initiatives have been identified
and how extensive those initiatives are. Examples:
• Marketing Insight initiative
Step 7: Develop Business Case
33. •Developing a roll-out strategy enables organizations to focus their
resources, money and time on the most important projects that help
them become customer driven.
•Prioritization and phasing of projects is conducted with the
executive team, a process in which they evaluate the results of the
business cases, and consider for each project's financial results,
duration, level of effort required, and technical impact.
•Critical Success Factors
Step 8: Develop a Roll-out strategy
34. •Achieving success in developing intimate and enduring
relationships with customers begins with a holistic consideration
of an organization's functions and abilities that affect its
consumer's objectives.
•Developing a CRM Roadmap therefore, is a continuous process
and not just a one-time exercise, because customers' needs and
preferences change constantly.
•The correct strategy can help your organization form deeper
relationships with its consumers, and also obtain a competitive
advantage in the marketplace.
A Final Thought...
35. Emerging Trends in CRM
1. Near-field Communication
2. Location-based Services
3. Augmented Reality
4. Social Media on Mobile & Social Media as
Customer Service Channel
5. Next Generation Mobile Apps
36. 4Ps of CRM Roadblocks
• Process
• Perception
• Privacy
• Politics
37. Process
• Companies are slow/unwilling to modify
business process to support both customer
relationship comfort zone of staff OR customer
old way of doing things, tentative
responsibilities etc.--Sleepary Scope.
38. Perception
• CRM must be viewed as job enabler not as
latest in the series of doctrine to be
implemented corporate policies.
• People are made to believe that they should be
able to accomplice the test in less time and
purpose new task as well.
39. Privacy
• Understand the quid procque are more lokely
to share their personal informationwith the
company if they