2. CUSTOMER RELATIONSHIP
MANAGEMENT (CRM)
An approach to building and sustaining long-term
business with customers.
The application of technology to achieve customer
relationship management (CRM) is a key element of e-
business. Building long-term relationships with
customers is essential for any sustainable business.
Failure to build relationships largely caused the failures
of many dot-coms following huge expenditure on
customer acquisition.
4. ELECTRONIC CUSTOMER RELATIONSHIP
MANAGEMENT (E-CRM)
Using digital communications technologies to maximize
sales to existing customers and encourage continued
usage of online service. The interactive nature of the
web combined with e-mail communications.
This online approach to CRM is often known as ‘e-
CRM’ or ‘electronic customer relationship
management’.
5. BENEFITS OF E-CRM
Targeting more cost-effectively
Achieve mass customization of the marketing
messages
Increase depth, breadth and nature of relationship
A learning relationship can be achieved using different
tools throughout the customer lifecycle
Lower cost
6. Md.Shaimon Khan
21 MGT 037
Department Of Management Studies
University Of Barishal
My Presentation Topic:
Online Buying Process, Conversational Marketing, Permission Marketing.
7. Online Buying Process:
Before making a purchase online, customers undergo a multiple step that
reaffirms their decision and helps convince them that they have made the
correct choice. This multiple process is most commonly referred to as the
Online Buying Process.
Stage in Buying Process:
1. Unaware
2. Aware of product, develop, specialization
3. Supplier search
4. Evaluate and select
5. Purchase
6. Post-Purchase evaluation and feedback
8. Conversational Marketing:
Conversational marketing is a strategy that implies communicating with
customers with the help of live chats, chat-bots and voice assistants.
Benefits of Conversational Marketing :
• Improved customer experience.
• Increased conversion rate.
• Free up the support queue.
Examples : Chat-bots, social media, customer support/service and sales
are just a few examples.
9. Permission Marketing:
Permission marketing is a form of advertising where the audience is
given the choice to opt-in to receiving promotional messages.
• Advantage of Permission Marketing :
• Lower operation costs.
• Long-term relationship.
• Higher engagement and conversation rate.
Example : Opt-in emails This is where a subscriber has signed up for
your emails.
10. Welcome to My Presentation
MD. Jobayer Ahmed
Roll: 21 MGT 038
12. CUSTOMER ACQUISITION:
• Customer acquisition refers to the process
of gaining new customers for a business or
organization.
• Converting existing prospect into new
customer.
• Refers to bringing in new customers or
convincing people to buy your products.
13. CUSTOMER ACQUISITION STRATEGIES:
• A customer acquisition strategy defines the
best mix of media and engagement tools
(lead generation and product offers) to gain
new customers through targeting them and
reaching them through online and offline
customer journeys.
18. DEFINITION OF ONLINE MARKETING
COMMUNICATION
Online marketing communication refers to the methods
employed by online companies to communicate with clients and
generate brand awareness some of these methods include social
media. This involves engaging consumers through social media
platforms like twitter, Facebook, and YouTube.
19. SOCIAL CUSTOMER RELATIONSHIP
MANAGEMENT STRATEGY:
A social CRM is the integration between your customer relationship management software and social
media channels. This empowers your teams to understand and engage customers, gain market insights,
and provide batter customer services.
The scope of SCRM:
• Marketing
• Sales
• Service and support
• Innovation
• Collaboration
• Customer experience
20. WELCOME TO MY PRESENTATION
STUDENT NAME: JOY CHANDRA DEVNATH
CLASS ROLL: 21 MGT 040
SESSION: 2020-21
PRESENTATION TOPIC’S: E-COMMERCE
SERVICE QUALITY
21. ★Online service quality :
Improving online service quality is crucial for businesses and
and organizations to attract and detainer customers in the digital
age.
**Here are several strategies you can implement to enhance
your online service quality:
1) User-friendly website design:
2) Clear and concise communication
3) Personalization and customization
. 4) Employee training
22. * Lifetime value modelling :
Lifetime Value or LTV is an estimate of the average revenue that a
customer will generate throughout their lifespan as a customer. This
'worth' of a customer can.
23. • Technique for managing customers activity and value :
One effective technique for managing customers' activity and value is
through customer relationship management (CRM). CRM involves the use of
strategies, technologies, and practices to analyze and manage customer
interactions and data throughout the customer lifecycle.
24. • Personalization and mass customization :
Mass customization is a marketing and manufacturing technique that combines the
flexibility and personalization of custom-made products with the low unit costs
associated with mass production. Other names for mass customization include made-
to-order or built-to-order.
25. WELCOME TO MY PRESENTATION
Shajidul Karim
Id: 21 MGT 041
26. TOPIC:
1) CUSTOMER RETENTION MANAGEMENT.
2) ADVANCED ONLINE SEGMENTATION
AND TARGETING TECHNIQUES.
3) TYPES OF CRM APPLICATIONS.
27. 1) Customer retention
management.
* Customer retention management:
It is the practice of consistently engaging
with customers to foster loyalty and long-
term relationships.
> For an e-commerce site, customer
retention has two distinct goals.
1) To retain customers of the organization
(repeat customers).
2) To keep customers using the online
channel (repeat visits).
28. 2) Advanced online segmentation and targeting techniques.
* Advanced online segmentation and targeting techniques refer to
sophisticated strategies used by businesses and marketers to identify,
classify, and engage specific audiences with highly personalized content or
advertisements.
>some following step used in advanced online segmentation and targeting
techniques.
1) Identify customer life cycle groups.
2) Identify customer profile characteristics.
3) Identify behaviour in response and purchase.
4) Identify multi-channel behaviour.
5) Tone and style preference.
29. 3) Types of CRM applications
Basically there are three main types of CRM applications. They are given below
1) Operational: Helps with day to day sales, marketing, and customer service activities.
2) Analytical: Collects data to improve customer satisfaction and retention rates.
3) Collaborative: Provides customer facing departments information to offer a positive customer
experience.
