CRM Operations- how various components of a CRM system work together to create value . Roles and functions of different CRM systems - Markteing, Sales and Service components .
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/
CRM Operations- how various components of a CRM system work together to create value . Roles and functions of different CRM systems - Markteing, Sales and Service components .
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/
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
The Connected Consumer – Real-time Customer 360Capgemini
With Business Data Lake technologies based on EMC’s Big Data portfolio it becomes possible to move away from channel specific analytics towards a 360 customer view.
This presentation will show how technologies like Spark, Hadoop, and Kafka help companies gain a real-time view of everything their customers do and make changes to customer touch points whether mobile, web, in-store, direct marketing or existing transactional systems.
Presented by Steve Jones, Vice President, Insights & Data, Capgemini at EMC World 2016
http://www.capgemini.com/emc
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
The Connected Consumer – Real-time Customer 360Capgemini
With Business Data Lake technologies based on EMC’s Big Data portfolio it becomes possible to move away from channel specific analytics towards a 360 customer view.
This presentation will show how technologies like Spark, Hadoop, and Kafka help companies gain a real-time view of everything their customers do and make changes to customer touch points whether mobile, web, in-store, direct marketing or existing transactional systems.
Presented by Steve Jones, Vice President, Insights & Data, Capgemini at EMC World 2016
http://www.capgemini.com/emc
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Customer Intimacy is one of 3 value propositions that define company strategy. These slides tell more about how it's implemented in Data Science outsourcing projects.
Introduction to Digital Marketing . Getting started with Online marketing, trends in Digital Marketing , impact of internet , Digital landscape, Social media marketing , types of websites .
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RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
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4. The Value of Customer Knowledge
Everything Depends on Data Quality
5. The Value of Customer Knowledge
What is Data Quality
Technical POV • Depth & Adherence to Specifications
Customer POV • Data leading to Better Service
Company PoV • Needs to Have Commercial Value
Intrinsic Quality of Data = Current x Complete x Correct x Unique
8. Data Quality
The Impact of Good Quality Data
Effective
Acquisition
Faster
Acquisition
Lower Costs
Higher Csat
Relationship
Development
9. 9
Data Sources
Whereabouts
Access to Data Quantity
Strategy
Disconnect
Accuracy
Need for New
data
Security &
Privacy Concerns
Data As an Asset
Utilizing Data – Challenges
Organisation Usage
10. Data Management
Stages of Organisation Evolution
• Individual effort
by Mktg
Pioneer
• Dbase Specialist
• Collection &
Organising
Data
Specialization
• Part of Profit
Centre
• Defined
Objectives
Multifunctional
Team
• IT Investment
• Multi Channel
• Two Way
System
Integration
Final Stage : One to One Communication
11. Data → Customer Knowledge
Creating a Customer Profile- Elements
11
14. Customer Knowledge
The Legal Aspects
14
Permissions based- Implicit & Explicit
Person/ Entities Responsible- Storage / Processing
Right to Inspect & Objection
In India Held as a Right under Right to Life by SC
17. Multi Channels
The Communications Continuum
17
One to Many One to One
Impersonal
Undifferentiated
Unaddressed
Differentiated
Addressed
Very Personal
Mass Media
Catalogues
Website
Emailer
Telephone Personal Sales
Service Employee
Independent of Time & Place
Content & Context Driven
18. Multi Channels
Power of Channels
18
Aim : To Create a Seamless Network of “ Touch Points” by using
Channels at different points of the Contact Process
Degree of
Interactivity
Degree of
“Personality”
No. of Senses
Activated/
Engaged
Dimensions
21. Deploying Multi Channels-B2C
Consumer Traits & Factors to Consider
21
Conservative
• Security, Familiarity
• Skeptical
Active
• Need for Control
Open
• Experimental, Knowledgeable
• Self Driven
Instrumental
• Purpose Driven
• Transactional
Social
• Relationship Oriented
• Face to face interactions
ToM
Awareness
Risk
Perception
Intrinsic
interest Time
Channel
Familiarity Product
Factors
26. Tech enabled Channels
Roles in Contact Process
26
• B2B
• Information
• Learn
• Advise
• Transact
• Support
• Relationship
building
• Acquire
• Information
• Transact
• Support
• Information
• Advice
• Learn
• Support
• Relationship
Building
Account
Manager Call Centre Social Media Internet Email
• Information
• Learn
• Advise
• Transact
• Support
• Information
• Advise
• Transact
• Support
• Relationship
building
Judicious deployment of Channels Post Purchase can open further
Upselling Opportunities and Lower Costs
34. Mass Individualisation
The Next Step
• Co-Creation at design level
• Involves all the stake holders
• Facilitated by interface for end-
user interaction
35. Individualised Customer Proposition
Custom Pricing Policy
Factors
Differential Value
among Customers
Time Value
Situation Value
Challenges
Customer
acceptance
Price Sensitivity
Competition
36. Individualised Customer Proposition
Custom Pricing Policy- Price sensitivity
• Alternates
• Cost of switching
• Product difference
• Transactional or Long term
relationship oriented
• Who’s Paying ?
• Is the buyer the end user
• Price & Quality relationship
• Accessibility
• Time constraint
37. Custom Pricing Policy
Internet enabled Pricing Strategies
Pricing Structures
• Bundling Vs Unbundling
• Discounts & Additional Compensation for additional Products/ Services
• Fixed Vs Dynamic Price – Time Value
• Price accepting Vs Price setting
• Price Tailoring
Freemium Auctions Pay Per View Pay as You Go
38. Revenue Management
Formulating a Revenue Policy-Steps
Segment buyers basis Price & Quality Preferences
Price Strategy Per Segment
Demand Forecast per Segment
Allocation of Capacity across Segments
Revenue Management = Maximising Yields by allocating different Capacities across different Prices
41. Designing Relationship Policy
By Relationship Phase
Exploratory Growth Maturity Decline
Transaction Low Growing Stable Declining
Commitment Avg. High Decreasing Maximum Low
Objective Both Higher Both Higher Retain Prevent/
Separation
Policy
Inform,
Differentiate,
Measure
Satisfaction
Interact, Appeal,
Cross- selling ,
Customisation,
Exceed expectations
Change
Routine
Cause analysis,
suggest
solutions.
42. Relationship Policy
Getting the Data Right
1. Which Customers ? Size & Quality.
2. Objectives from each Segment
3. Acquisition Plan for desired
Customers
4. Retention Plan
5. Recovery Plan
45. Relationship Policy
Phases & Communication Plan
• Welcome
Pack
• Questionnaire
• Transaction
Exploration
• Partnership
• Cross selling
opportunities
Growth
Phase • Customized
• Relationship
oriented
Maturity
Decline
• Interest
• Solutions
• Exit Interviews
Reasons to Communicate
1. New Launches
2. Customer Life Events
3. Building Familiarity
4. Legislative Changes
46. Relationship Policy
Loyalty Programmes
A Structured Marketing effort that encourages preferred buying behavior
which is beneficial to the issuing business entity
47. Loyalty Programs
Categories
Savings
Program
• Purchase
• Points & Gifts
• Increase spends
• Customer
Retention
• Free or additional
payment rewards
Club Program
• Registration
• Min Threshold for
acceptance
• Brand/Product
Oriented Comms.
• Increase Customer
Involvement
• Information,
Discounts etc.
Relationship
Marketing
Program
• Min no. of
Transactions
• Comms driven
towards Customer
usage , Brand
,Points & Gifts.
• Aim is to increase
mutual
involvement
• Generate long
term Commitment
