CUSTOMER RELATIONSHIP MARKETING
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CRM involves developing and maintaining long-term relationships with valuable customers through personalized interactions and maximizing customer lifetime value. A successful CRM implementation requires properly trained staff, good use of customer data, integrated front and back office workflows and software, and management support. Benefits include increased efficiency, profits, customer satisfaction and decision making through a holistic view of customers.
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Customer relationship management (CRM) involves developing and managing relationships with customers to increase their loyalty and satisfaction. The history of CRM began in the late 1980s with systems for managing customer information and relationships. CRM strategies aim to optimize profitability, revenue, and customer satisfaction by organizing around customer segments, fostering satisfying customer behaviors, and implementing customer-centric processes. Potential benefits of CRM include increased customer retention, cross-selling opportunities, and up-selling existing customers to more profitable products or services. However, CRM also requires significant investments of time, money, and organizational change that can face resistance if not implemented appropriately.
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Customer relationship management (CRM) involves developing and managing relationships with customers to increase their loyalty and satisfaction. The history of CRM began in the late 1980s with systems for managing customer information and relationships. CRM strategies aim to optimize profitability, revenue, and customer satisfaction by organizing around customer segments, fostering satisfying customer behaviors, and implementing customer-centric processes. Potential benefits of CRM include increased customer retention, cross-selling opportunities, and up-selling existing customers to more profitable products or services. However, CRM also requires significant investments of time, money, and organizational change that can face resistance if not implemented appropriately.
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crm-120424215302-phpapp01.pdf
Describtions
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
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15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
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____
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Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
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Atrc dcs crm_presentation_10_sep_2014-1
Customer relationship management (CRM) is a method that uses technology to organize a company's interactions with customers and prospects across marketing, sales, customer service, and technical support. The main goals of a CRM system are to find new clients, retain existing clients, and regain former clients while reducing marketing and customer service costs. A CRM also aims to improve quality, efficiency, and collaboration between departments through features like sales automation, marketing campaigns, customer service tracking, analytics, and appointment scheduling.
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The document discusses customer relationship management (CRM) and its benefits. It defines CRM as using information technology to create an integrated enterprise system that automates customer-facing processes. CRM provides a single customer view across departments and integrates front and back office functions. CRM allows companies to retain customers, customize products based on customer data, and provide consistent service across contact points. The document also discusses operational CRM, which supports transactions, and analytical CRM, which supports strategic analysis without direct customer contact.
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This document discusses customer relationship management (CRM). It defines CRM as managing detailed customer information and touchpoints to maximize loyalty. CRM is important for revenue generation, satisfaction, and building long-term customer relationships at lower retention costs. The document outlines CRM strategies like acquisition, retention and loyalty. It also discusses CRM aspects like front office support, direct communication, and data analysis. Pitfalls include poor change management, communication and lack of strategic focus. In conclusion, CRM can increase customer lifetime value by improving interactions and retention.
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Operational CRM involves direct customer interactions through various touchpoints like call centers, websites, emails, sales interactions and faxes. Analytical CRM uses technology to compile and process operational data to understand customers and perform tasks like customer profiling, revenue analysis, churn analysis and campaign measurement. Collaborative CRM enables two-way dialogue between companies and customers through multiple channels to improve customer interactions and facilitate collaboration.
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The document discusses implementing a customer relationship management (CRM) system and outlines several key steps:
1) Redefining organizational attitudes and performance metrics across all business functions to focus on customers.
2) Training employees on new skills like customer segmentation, targeting high-value customers, and using technologies like call centers.
3) Leveraging the CRM system for marketing activities like cross-selling, upselling, customer retention predictions, and personalization.
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The document provides guidance on selling Customer Relationship Management (CRM) software internally to an organization. It recommends gathering business requirements from different areas, getting peer review, quantifying expected return on investment, discussing how CRM helped other companies, and being realistic about budgets. It advises against portraying CRM as a finite project, focusing on statistics, quoting theory, sugarcoating risks, focusing on specific products, or being pessimistic about organizational issues. While CRM provides advantages like increased customer satisfaction and cost cuts, it also requires significant investment and can lead to resistance to change if not integrated appropriately.
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crm-120424215302-phpapp01.pdf
Describtions
13 Teams
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Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
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15 Marriage
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The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
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Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
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Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
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Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
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As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
Customer relationship management
The document provides an overview of customer relationship management (CRM). It discusses how CRM is a comprehensive strategy and process to acquire, retain and partner with selective customers to create value for both the company and customer. CRM leverages technology, strategic planning, marketing techniques and organizational development tools to build internal and external relationships that increase profits and productivity. It also examines the CRM lifecycle and different CRM programs focused on continuity marketing, one-to-one marketing, and partnering/co-marketing.
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The document provides an overview of customer relationship management (CRM). It discusses how CRM is a comprehensive strategy and process to acquire, retain and partner with selective customers to create value for both the company and customer. CRM leverages technology, strategic planning, marketing techniques and organizational development tools to build internal and external relationships that increase profits and productivity. It also examines the CRM lifecycle and different CRM programs focused on continuity marketing, one-to-one marketing, and partnering/co-marketing.
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Customer Relationship Management (CRM) is a strategy and process to build relationships with valuable customers through acquiring, retaining, and partnering with them. CRM uses technology to integrate customer data across departments to increase profits and productivity. It puts customers at the core of a company's processes. Call centers have benefited from CRM by using customer data collected from calls to provide better customer service and increase customer satisfaction. CRM software allows call centers to store valuable customer information that representatives can access to handle calls more efficiently with shorter call times and improved customer understanding. This leads to increased productivity and customer loyalty for call centers.
Chp06 Crm
The document discusses customer relationship management (CRM) and the importance of integrating sales, marketing, and service to build customer relationships. It outlines the benefits of CRM, such as increased customer retention and understanding customers to increase opportunities. It also discusses challenges like organizational resistance and the need to transition to a customer-centric model from siloed departments. Successful CRM requires defining a strategy, understanding customers, evaluating applications, and measuring results through a scorecard.
Crm ppt
Customer Relationship Management (CRM) is a business strategy that aims to understand customer needs in order to build valuable relationships. There are different types of CRM including analytical, collaborative, operational, geographic, and sales intelligence. CRM involves becoming customer-focused, adapting to customer needs, researching customers, and implementing appropriate technology and processes. The benefits of CRM include reduced costs, increased customer satisfaction, external focus, growth, and long-term profitability.
Call Centre CRM
This document discusses Customer Relationship Management (CRM) and its role in call centers. It defines CRM as a strategy that focuses on acquiring, retaining and partnering with selective customers to create value for both the company and customer. CRM leverages technology, marketing techniques and tools to build internal and external relationships. It explains that CRM plays an important role in call centers by collecting and storing customer data, which helps call center agents better understand customers and provide personalized service. Implementing CRM software can benefit call centers by reducing costs, improving customer service levels and increasing productivity and satisfaction.
E Crm
E-CRM expands traditional CRM techniques by integrating electronic channels like the web, wireless technologies, and voice technologies. This allows for consistency across all sales, customer service, and marketing channels. The goal is to achieve a seamless customer experience and maximize customer satisfaction, loyalty, and revenue. E-CRM addresses issues with traditional CRM like siloed data and lack of a single customer view by consolidating customer data from different sources. It also uses tools like customer analysis, real-time decision making, and personalized messaging to better understand customer behavior and interactions and provide customized experiences. The benefits of E-CRM include improving customer retention and relationships, increasing efficiency, and enabling 24/7 customer interactions.
Mba ii ewis u iv crm
The document provides an overview of customer relationship management (CRM). It discusses the history and evolution of CRM from database marketing in the 1980s to relationship marketing in the 1990s to CRM in the early 2000s. It defines CRM as everything involved with managing the customer relationship. The goals of CRM are also outlined, such as providing better customer service and cross-selling products more effectively. Different types of relationship marketing are described, from basic transactions to partnership models. The document also discusses implementing a CRM program and the importance of an integrated approach.
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CUSTOMER RELATIONSHIP MARKETING
- 2. CRM is the development and maintenance of mutually beneficial long-term relationships with strategically significant customers
- 3. CRM is concerned with the creation, development and enhancement of individualised customer relationships with carefully targeted customers and customer groups resulting in maximizing their total customer life-time value
- 4. A Successful CRM • A successful CRM implementation with : – Properly trained Front Office staff – Proper data and good use of it – Proper workflow processes – Proper integration of Front Office and Back Office – Proper software to support the strategy – Full support of top management
- 5. Benefits of CRM Quality and efficiency Decrease in overall costs Customer Attention Increase profitability Decision support
- 7. • Identifies best customers • Holds all customer information • Increases sales efficiency • Ensures customer satisfaction
- 8. • Overload of information • Does not arrive with information already entered • Lack of cultural preparation
- 9. • Ability to please customer • Increase sales base • Improve relationship with customer
- 10. • Loss of personal interaction • Over automation • Poor integration with back office systems
- 11. Five Views of CRM Marketing Automation Sales Automation Service and Service Fulfillment Customer Self-Service E-Commerce
- 12. Marketing Automation Provide the right mix of the company’s products and services in front of each customer at the right time.
- 13. Sales Automation Always improve and increase their sales and to interact with one another
- 14. Service and Service Fulfillment Serving existing customer base through problem resolution systems and always provide pre and post services to the customers.
- 15. E-Commerce Capabilities such as shopping, marketplace, transaction and payment processing, and e-commerce security.
- 16. Customer relationship management (CRM) is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects.