New CRM Approach
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This document outlines a new concept for a full customer relationship management (CRM) system with the following key features: 1. It is a configurable application that does not require programming, just setting and configuration to allow for faster time to market. 2. It provides a full sphere customer view through integrated marketing, sales, service, and master data modules along with a harvester to retrieve customer information from social media. 3. The intelligent reporting module can suggest new marketing promotions based on correlating sales, service, and customer information from various sources.
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Customer relationship management (CRM) involves capturing, storing, and analyzing customer information to better manage relationships and meet customer needs. Electronic CRM (ECRM) uses internet, email, wireless technologies to contact customers, allowing for personalized experiences and more efficient marketing. While ECRM provides benefits like increased profits and loyalty, pitfalls include high costs and complexity. For ECRM projects to succeed, companies must develop customer-focused strategies, reengineer processes, provide training and security, and implement within 90 days.
Customer Relationship Management practices by Mc Donalds- A case study
McDonald's aims to provide the best quick service restaurant experience worldwide. It localizes its menu for India by excluding beef and pork and using popular Indian spices. McDonald's maintains the same clean and family-friendly ambience across all its Indian outlets. It aims to offer affordable prices without compromising quality through efficient operations. Customer satisfaction is the top priority through strict quality standards, friendly service, and various feedback and reward initiatives.
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The document discusses customer relationship management (CRM) systems. It defines CRM as managing detailed customer information and touchpoints to maximize customer loyalty. CRM systems aim to increase revenue through customer acquisition, satisfaction, and retention. They analyze customer data to design targeted marketing campaigns and make management decisions. The document outlines CRM strategies like acquisition, retention, loyalty and evangelism, and discusses aspects of CRM architecture including front office support, direct communication, and data analysis. It also notes potential pitfalls of CRM systems and promotes the benefits of a customized CRM solution.
Customer relationship management in Hotel Industry
1. CRM has evolved over time from focusing on transactions to building long-term customer relationships.
2. Operational CRM includes components like customer service, sales force automation, field service automation, and marketing automation that support front office operations.
3. Analytical CRM analyzes customer data to optimize marketing campaigns, understand customer behavior, and aid product and service development.
Customer Relationship Management (CRM) slides
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Want more information? Small businesses across Cambridgeshire and Peterborough can currently get free business support on using digital technology until March 2015.
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