This document discusses e-CRM (electronic customer relationship management). It defines e-CRM as applying CRM strategies to an e-business using electronic channels to personalize the customer experience. The document outlines how e-CRM tracks customer data through web bugs, log files, data mining, and cookies to analyze behavior. It explains how e-CRM uses this data for personalization, contact centers, and FAQs. Key aspects of e-CRM include speed, global markets, partnerships, and around-the-clock availability.
Learn how future-ready enterprises will use cognitive processes to drive great customer experience initiatives. With insight-driven, automated decisioning engines and predictive models driving deeper human engagement, see how these cognitive models are leading up to increased brand affinity and consumer loyalty. Learn more: https://www.hybris.com/marketing
Omnichannel is at the heart of today's Retail Transformation. However, most retail CIOs still struggle to redesign their technology frameworks to serve today's multichannel connected customer and support a growing number of new ways to shop. Lack of an omnichannel strategy, rigid legacy systems not allowing to leverage the benefits of cloud and mobile technologies, non-single view of customers across channels or lack of inventory visibility across enterprise to support distributed order management capacity are only some of the key challenges retail CIOs are facing.
This webinar will be conducted by Ismael Ciordia, Chief Technology Officer at Openbravo, Salil Godika, Chief Strategy & Marketing Officer and Industry Group Head at Happiest Minds and introduced by Xavier Places, Product Marketing Director at Openbravo.
What Will You Learn?
- Key considerations when designing and rolling out new architecture that delivers omnichannel services.
- Which technologies to evaluate, including PIM, OMS, Cloud, m-POS or Big Data.
- How some leading customers in the Specialty Retail subsector are progressing on their omnichannel path with the help of Openbravo.
- A summary of the main conclusions of the Happiest Minds' report "The State of Omnichannel Retail in the US 2015" .
Learn how future-ready enterprises will use cognitive processes to drive great customer experience initiatives. With insight-driven, automated decisioning engines and predictive models driving deeper human engagement, see how these cognitive models are leading up to increased brand affinity and consumer loyalty. Learn more: https://www.hybris.com/marketing
Omnichannel is at the heart of today's Retail Transformation. However, most retail CIOs still struggle to redesign their technology frameworks to serve today's multichannel connected customer and support a growing number of new ways to shop. Lack of an omnichannel strategy, rigid legacy systems not allowing to leverage the benefits of cloud and mobile technologies, non-single view of customers across channels or lack of inventory visibility across enterprise to support distributed order management capacity are only some of the key challenges retail CIOs are facing.
This webinar will be conducted by Ismael Ciordia, Chief Technology Officer at Openbravo, Salil Godika, Chief Strategy & Marketing Officer and Industry Group Head at Happiest Minds and introduced by Xavier Places, Product Marketing Director at Openbravo.
What Will You Learn?
- Key considerations when designing and rolling out new architecture that delivers omnichannel services.
- Which technologies to evaluate, including PIM, OMS, Cloud, m-POS or Big Data.
- How some leading customers in the Specialty Retail subsector are progressing on their omnichannel path with the help of Openbravo.
- A summary of the main conclusions of the Happiest Minds' report "The State of Omnichannel Retail in the US 2015" .
in.store Platform is powerful and flexible solution for multichannel retailers of the future.
in.store Platform is one of Diginetica leading solutions for multichannel retailers. It is designed to personalize the customer offline experience by using their background and preferences from Diginetica Cloud, then enriching it with offline user interactions that form a 360º customer view and real-time omni operations.
Customer identification, multichannel interaction history and smart personalization engine allow retailers to build tailored and efficient personal engagement, offers and communication on every stage of customer journey. Connectivity Module makes it simple to bring in-store experience to a new level. Module provides the functionality for connecting store visitors with store associates — it raises the bar in personalized retail customer experience.
Implementation of CRM in banking especially in cooperative banking dealing in developing economies. concept of CRM, process of CRM, types of CRM and with respect to types of CRM general recommendations to implement has proposed.
This video is presented by USEP's BSCS student Alvin Mark U. Cabeliño under Mr. ND Arquillano as a partial fulfilment for Elective 4 -E-Commerce It talks about CRM.
Royal Cup Coffee & Tea: Seven Steps to Delivering Exceptional Buying ExperiencesSAP Customer Experience
“By 2016, 55% of sales people will access sales applications exclusively through smart phone and tablets.” Digital is disrupting interactions and how we sell. It's also disrupting your business! In this presentation, you'll learn some key takeaways from Matt Monroe, Director of Sales Operations at Royal Cup Coffee & Tea and from Shalini Mitha of SAP Hybris. Discover Matt's Seven Steps to Digital Transformation and start your own digital transformation journey today!
Webinar: B2BMage - Enable Magento 2.X with B2B FeaturesAPPSeCONNECT
We know that #Magento offers almost everything an e-commerce site would ever need to showcase products, carry out online transactions, offer customer service and run all your backend processes efficiently. The "B2BMage Extension" enables #B2B features in your Magento store and Transforms your Magento store into a powerful B2B platform.
#Magento2 #B2BMage
We recently had a Webinar on the topic "B2BMage: Enable Magento 2.X with B2B Features". The Webinar took place on 21st September 2017. Here are the key points covered in the webinar:
•Standard B2B Business Processes in eCommerce
•B2B Digital Commerce Trends
•5 most sought after B2B Features
•B2B Sales Cycle through Magento 2.X - B2BMage
Enable your Magento Store with B2B Features: https://insync.co.in/b2b-mage/
In today's world, the biggest challenge faced by banks is the competition from the global banks. Kapture brings to you a software that will increase your customer retention through lead management through social media, track your sales team, secure your confidential information and also analyse your sales reports. Build a stronger foundation for your customers and have your customers vouch for you.
For More Information Visit https://www.kapturecrm.com/banking-crm/
EMAS™ is a software that is customized to speed up sales processes and convert a fresh lead into an immediate customer. Your company can:
* Speed Up Sales Orders by using a Mobile Paperless App
* Automatically Assign Sales Leads Generated from Your Website or Facebook Page
* Prevent Identity Fraud with EMAS™
Driven by challenges on competition, rising customer expectation and shrinking
margins, banks have been using technology to reduce cost. Apart from competitive
environment, there has been deregulation as to rate of interest, technology intensive
delivery channel like Internet Banking, Tele Banking, Mobile banking and Automated
Teller Machines (ATMs) etc have created a multiple choice to user of the bank. The
banking business is becoming more and more complex with the changes emanating from
the liberalization and globalization. For a new bank, customer creation is important, but
an established bank it is the retention is much more efficient and cost effective
mechanism.
We constantly collect data from the successful IT implementations - not just our own. On this basis, we have developed open IT architecture that allows building an omnichannel solution.
CUSTOMERNEXT is a complete, self-authoring, end-to-end digital build environment that contains designers which completely abstract the complexity of building and wiring complex digital journeys delivering radical transformation of customer experiences, across both assisted
and self-service channels.
Learn More: https://customernext.com
in.store Platform is powerful and flexible solution for multichannel retailers of the future.
in.store Platform is one of Diginetica leading solutions for multichannel retailers. It is designed to personalize the customer offline experience by using their background and preferences from Diginetica Cloud, then enriching it with offline user interactions that form a 360º customer view and real-time omni operations.
Customer identification, multichannel interaction history and smart personalization engine allow retailers to build tailored and efficient personal engagement, offers and communication on every stage of customer journey. Connectivity Module makes it simple to bring in-store experience to a new level. Module provides the functionality for connecting store visitors with store associates — it raises the bar in personalized retail customer experience.
Implementation of CRM in banking especially in cooperative banking dealing in developing economies. concept of CRM, process of CRM, types of CRM and with respect to types of CRM general recommendations to implement has proposed.
This video is presented by USEP's BSCS student Alvin Mark U. Cabeliño under Mr. ND Arquillano as a partial fulfilment for Elective 4 -E-Commerce It talks about CRM.
Royal Cup Coffee & Tea: Seven Steps to Delivering Exceptional Buying ExperiencesSAP Customer Experience
“By 2016, 55% of sales people will access sales applications exclusively through smart phone and tablets.” Digital is disrupting interactions and how we sell. It's also disrupting your business! In this presentation, you'll learn some key takeaways from Matt Monroe, Director of Sales Operations at Royal Cup Coffee & Tea and from Shalini Mitha of SAP Hybris. Discover Matt's Seven Steps to Digital Transformation and start your own digital transformation journey today!
Webinar: B2BMage - Enable Magento 2.X with B2B FeaturesAPPSeCONNECT
We know that #Magento offers almost everything an e-commerce site would ever need to showcase products, carry out online transactions, offer customer service and run all your backend processes efficiently. The "B2BMage Extension" enables #B2B features in your Magento store and Transforms your Magento store into a powerful B2B platform.
#Magento2 #B2BMage
We recently had a Webinar on the topic "B2BMage: Enable Magento 2.X with B2B Features". The Webinar took place on 21st September 2017. Here are the key points covered in the webinar:
•Standard B2B Business Processes in eCommerce
•B2B Digital Commerce Trends
•5 most sought after B2B Features
•B2B Sales Cycle through Magento 2.X - B2BMage
Enable your Magento Store with B2B Features: https://insync.co.in/b2b-mage/
In today's world, the biggest challenge faced by banks is the competition from the global banks. Kapture brings to you a software that will increase your customer retention through lead management through social media, track your sales team, secure your confidential information and also analyse your sales reports. Build a stronger foundation for your customers and have your customers vouch for you.
For More Information Visit https://www.kapturecrm.com/banking-crm/
EMAS™ is a software that is customized to speed up sales processes and convert a fresh lead into an immediate customer. Your company can:
* Speed Up Sales Orders by using a Mobile Paperless App
* Automatically Assign Sales Leads Generated from Your Website or Facebook Page
* Prevent Identity Fraud with EMAS™
Driven by challenges on competition, rising customer expectation and shrinking
margins, banks have been using technology to reduce cost. Apart from competitive
environment, there has been deregulation as to rate of interest, technology intensive
delivery channel like Internet Banking, Tele Banking, Mobile banking and Automated
Teller Machines (ATMs) etc have created a multiple choice to user of the bank. The
banking business is becoming more and more complex with the changes emanating from
the liberalization and globalization. For a new bank, customer creation is important, but
an established bank it is the retention is much more efficient and cost effective
mechanism.
We constantly collect data from the successful IT implementations - not just our own. On this basis, we have developed open IT architecture that allows building an omnichannel solution.
CUSTOMERNEXT is a complete, self-authoring, end-to-end digital build environment that contains designers which completely abstract the complexity of building and wiring complex digital journeys delivering radical transformation of customer experiences, across both assisted
and self-service channels.
Learn More: https://customernext.com
More about the DOC
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
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
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.
16 Leadership
______
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
___
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
____
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
__
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.
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
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to mana
Know more about Changing landscape of Real Estate Industry with Digital Marketing and Technology from Vikram Kotnis's presentation from Amura Marketing Technologies at the Evolve- biggest Real Estate Marketing Conference by Amura @ JW Marriott, Pune.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
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.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
2. e-CRM
• CRM …..
Any application or initiative designed to help
an organization optimize interactions with
customers, suppliers, or prospects via one or
more touch points for the purpose of
acquiring, retaining customers.
R'tist @ Tourism
3. Introduction of e-CRM
• eCRM is the application of CRM to an e-business’
strategy
– Personalization/customization of customers’ experiences
and interactions with the e-business
• Recall:
– Relationship between merchant and customers is distant
– Less expensive to keep customers than to acquire new
ones
– Repeat customers have higher lifetime value than one-time
buyers
R'tist @ Tourism
4. How? Track and Analyze Data
• Employ tracking devices
– Personalize each visitor’s experience
– Find trends in customer use
– Measure effectiveness of a Web site over time
– ID cards
• An ID card enables information to be sent to a Web site such as
your IP address, your browser, or your operating system
– Click-through banner advertisements
• Click-through ads enable visitors to view a service or product
by clicking the ad
• Advertisers can learn what sites generate sales
R'tist @ Tourism
5. Tracking: Web Bugs
Web Bugs
– A type of image file embedded in an image on the screen
– Site owners allow companies, especially advertising
companies, to hide these information-collecting programs
on various parts of their sites
– Every time a user requests a page with a Web bug on it, the
Web bug sends a request to the Web bug’s company’s
server, which then tracks where the user goes on the Web.
R'tist @ Tourism
6. Tracking: Log-File Analysis
• When visiting a site, you are submitting a request and
this is recorded in a log file
– Log files consist of data generated by site visits, including
each visitor’s location, IP address, time of visit, frequency of
visits, etc.
– Log-file analysis organizes and summarizes the information
contained in the log files
• Can be used to determine the number of unique visitors
• Can show the Web-site traffic effects of changing a Web site or
advertising campaign
• E.g. WebTrends.com
R'tist @ Tourism
7. Tracking: Data Mining
• Data mining (building on a data warehouse)
– Uses algorithms and statistical tools to find patterns in data
gathered from customer visits
– Costly and time consuming to go through large amounts of
data manually
– Use data-mining to analyze trends within their companies or
in the marketplace
– Uncovered patterns can improve CRM and marketing
campaigns
– Discover a need for new or improved services or products by
studying the patterns of customers’ purchases
R'tist @ Tourism
8. Tracking: Customer Registration
Customer registration
• Requiring visitors to fill out a form with personal
information that is then used to create a profile
• Only works when it will provide a benefit to the
customer
• When customers log on using usernames and
passwords, their actions can be tracked and stored in
a database
• Require only minimum information
• Need to give customers an incentive to register
R'tist @ Tourism
9. Tracking: Cookies
• Cookie
– A text file stored by a Web site on an individual’s personal
computer that allows a site to track the actions of a customer
– Information collected is intended to be an anonymous
account of log-on times, the length of stay at the
site, purchases made on the site, the site previously
visited, the site visited next
– Does not interact with other information stored on the
system
– Can only be read by the host that sets them on a person’s
computer
R'tist @ Tourism
10. Personalization
• Uses information from tracking, mining and data
analysis to customize a person’s interactions with a
company’s products, services, Web site and
employees
• Establish relationships that improve each time
visitors return to site
• Customers may enjoy individual attention and
become more loyal, e.g.
http://www.moneycontrol.com
R'tist @ Tourism
11. Contact Centers
• Traditional call centers house customer-service
representatives
• e-contact center
– Purpose is the same—to provide a personal customer
service experience
– Allow customers with Internet access to contact customer
service representatives through e-mail, online text
chatting or real-time voice communications
• Integration of all customer service functions
R'tist @ Tourism
12. E-Contact Centers
• Can change the culture of customer service
representatives:
– More technically knowledgeable to handle all forms of
contact
– Provide a highly personalized experience that satisfies
customers
• New forms of contact can decrease costs
• Outsource contact center services
– May be appropriate if a company cannot afford to
implement a contact center due to the costs of
equipment, office space, service representatives and
technical support.
R'tist @ Tourism
13. Frequently Asked Questions (FAQs)
• A Frequently Asked Questions (FAQ) section on the
site
– Will help customers find answers to some of their
questions
– Frees up time to handle questions that can not be
answered without human interaction
• Typically accompanied by phone numbers, e-mail
addresses, and a search engine
R'tist @ Tourism
14. TRADITIONAL FORM OF CRM
The existing CRM solution are not capable enough to
satisfy and retaining customers and also there is no
integrated tool which connect the Central sales
management, regional sales office, customers care,
sales, sales distribution, regional sales team in
effective manner.
A 360 view requires the automation to bring together
all the data concerning a customer. This implies that
organizations have to change the form :
R'tist @ Tourism
15. R'tist @ Tourism
TRADITIONAL CRM EMERGING SOLUTION
Mass production Product focus
Product focus Customer focus
1way communication Interactive communication
Response time Real time responses
16. Present CRM alternatives
• Present CRM solutions are offered by the host
of vendors that are to a great extent not
industry specific.
• While some vendors, who have come up with
industry specific solutions, the broad model
around which the CRM solutions are
built, remain the same.
• A typical offerings of the current CRM solution
(such as Siebel, oracle apps or Mysap.com etc.)
vary form solution to solution.
R'tist @ Tourism
17. Present CRM alternatives
A typical offerings of the current CRM
solutions offerings comprise of :
• Customer developments
• Service center
• Sales management & support
• Market Analysis
• Internet, telemarketing product & brand
management
R'tist @ Tourism
18. Present CRM alternatives
• Field sales , Tele sales,
• internet sales
• Call centers
• Field service
• Internet customer service
• Service interaction center(call centers)
• Business partners collaborations
R'tist @ Tourism
19. Technology impact on CRM
• Technology is touching the way, we live our lives,
expectations of individuals is changing
continuously and PCs and internet revolutionizing
our lives in 21st century .
• Some clear trends that can be clearly seen are :
• More and more individual will like to be treated as
one single person rather then as among the
masses .
• People wish products and services round the
clock.
R'tist @ Tourism
20. EMERGING IMAPCT OF E-COMMERCE ON CRM
In a fast changing internet world there are very
clear trends that are emerging :
• Speed: people expect service at fast speed
• Increase of global market place: more more
people , communities across the globe are able
to build relationships.
• Around the clock availability
• expansion of partners : internet offers the
ability for the organizations and people alike to
partner with suppliers and customers alike
across the globe.
R'tist @ Tourism
21. EMERGING IMAPCT OF E-COMMERCE ON CRM
• In global market place the channels of marketing
are already causing an impact on the buying
behavior of individuals as well as organizations
alike. Some of the trends are :
1. VERTICAL E-MARKET PLACE : industry specific
market place such as being formed by auto giants
where organized buyers and sellers can meet, list,
negotiate, make orders and track delivery.
R'tist @ Tourism
22. • BUY SITE AND SELL SITE: where consumers and
organization are alike can buy or sell online through
online shopping mart concept.
• HORIZONTAL MARKET PLACE: service that run across the
different vertical e-market places or business to
customers (B2C) buy and sell sites. Such sites should be
delivery sites , insurance etc.
• Use of internet to optimize supply chain
management(SCM) : earlier organizations use to use EDI
rather than the expensive preposition for limited
numbers of partners but now organizations are
implementing new ERP systems to optimize its SCM.
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23. e-CRM
• With the abundance of product and services
offerings, consumer`s loyalty can only be
commanded by providing better portfolio of
services.
• speed of response and understanding each
individual one of the major key issues CRM has
become the central focus area around which the
entire gamut of organizational activity has to
revolve round.
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24. In simplest terms e-crm provides company to conduct
interactive, personalized and relevant communications
across the globe with their customers by utilizing the
traditional and electronic channels both.
It adheres to permission based practices, respecting
individual's preferences regarding how and whether
they wish to communicate with you and it focuses on
the understanding how the economics of the
customers relationships affects the business.
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25. e- CRM is the electronic based version of CRM.
The user of the a e- CRM solution uses the
sources of the internet to increase the
relationship with the customer.
web based CRM can easily handle the
relationships between Central sales
management, regional sales office, customers
care, sales, sales distribution, regional sales
team.
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26. Why employ e-CRM ?
• To optimize the value of the interactive relationships
• Enable the business to extends its personalized reach
in the hand of customers
• Co-ordinating marketing initiatives across the all
customers channels
• Leverage the customer`s information for more
effective e-marketing and e-business
• Focus the business on improving the customers
relationship and earning a greater share of each
customer`s business through consistent
measurement, assessment and actionable customer
strategy.
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27. The six “E`s” of e-CRM
• The ‘e’ not only stands for “electronic” but
also perceived to have many other
connotations. Through the core of CRM
remains to be cross channel integration and
optimization. The six “E” of e-CRM are briefly
explained in the next slides.
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29. 1) Electronic channels: new electronic channels such as web
and personalized e- messaging have become a medium for
fast and interactive , economic communication
, challenging company to keep pace with the increased
velocity. E – crm thrives on these electronic channels.
2) Enterprise : through e- CRM the company gains the mean
to touch and shape a customers experience through
sales, services and corners offices whose occupants need
to understand and assess the customers behavior.
3. Empowerment: it must be structured to accommodate
consumers who now have the power to decide when and
how to communicate with the company. Through ,which
channel , at what frequency. An e- CRM must be structured
to deliver timely pertinent, valuable information that
consumers accepts in exchange of his/her attention.
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30. • 4. Economics : an e-CRM strategy ideally should concentrate on the
consumer economics, which drives smart asset allocation decisions,
directing efforts at individuals likely to provide the greatest return on
customer- communication initiatives.
• 5.Evaluation: understanding the customers relies on a company`s ability to
attribute customers behavior to market programs, evaluate customer
interactions along various customers touch points channels and compare
anticipate ROI against actual returns through analytic reporting.
6. EXTERNAL INFORMATION : the e-CRM solution should be able to gain and
leverage information from such sources as third party information networks
and webpage profiler application.
• Acquisition (increasing the no. of customers)
• Expansion (increasing the profitability by encouraging customers to
purchase more products and services)
• Retention (increase the amount of time in which the customers stays with
company, making a long-term relationship)
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31. KEY FEATURES OF e-CRM
• Regardless of an company objectives e-CRM solution
must posses certain key characteristics. It must be:
• driven by a DATA WAREHOUSE
• Focused on the consistent metrics to asses customers
actions across the channels
• Structured to identify a customer profitability or profit
potential
• To determine the effective allocation decisions
accordingly, so that most profitable customers could be
indentified and retained and the resource could be
invested in the relationships, which are more profitable.
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32. EVOLVING TO e-CRM
• In nutshell company a company evolving to e-CRM should
be:
• Define its business objective. This would be specific and
different for different businesses
• Assess its current position with respect to the
environment and determine its current level of
“sophistication” along the e-CRM continuum ( e-CRM
assessment)
• Define new business processes and align its existing
business strategy and existing processes in line with the
new realities (e-CRM Strategy alignment)
• Define a technical architecture and the criteria`s
associated with this architecture and the important
criteria associated with this architecture. (e-CRM)
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33. E – CRM ASSESSMENT
Before the implementation of a particular strategy into any business
scenario, it is worthwhile to know the current state of the business
with respect to prevailing competition. It is vary important to develop
a numerical measure of how a company measures up in the eye of the
customers with respect to its competitors.
in this particular case of e- CRM ,an e- CRM capability index would be
devised , which provide a benchmark for cross company comparison
based on these results, a company identifies quick hits based upon e-
CRM gap which can which can be immediately implemented to
improve the business processes ,impact the bottom line and further
enhanced its understanding of its customers` view of the company. E-
CRM stage would be the diagnostic stage , followed by e-CRM strategy
alignment and e-CRM architecture model.
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34. E- CRM STRATEGY ALIGNMENT
Every company moving in to e- CRM must make a key
decisions on a number of significant customers
related factors. Each company must indentify,
measure and align to the gaps that exist between
customer expectations already measured in the e-
CRM assessment stage and the internal capabilities
that these customers expectations.
Ideally in this module a company should try to build up
the consensus across the functions , which the
company need to take to satisfy the customer
expectations.
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35. E-CRM architecture
The primary input to this module are mainly from the e-CRM
assessment and strategy alignment modules. during this stage the
company will try and develop a connected enterprise
architecture(CEA) within the context of the companies' own
customers relationship management strategy. The following is set
of technical e-CRM capabilities and applications that collectively
and ideally comprise a full e-CRM solutions :
Customers analytic soft wares
Data mining soft wares
Campaign management soft wares
Business simulation
A real time decision engines
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36. • Customer analytic software : predicts ,measures and
interprets the customers behavior allowing companies
to understands the effectiveness of e-CRM efforts across
both inbound and outbound channels. Most
importantly, customers analysis should integrate with
customers communication software to enable the
company to transform customer findings into ROI-
producing initiatives.
• Data mining software : it builds the predictive models to
identify customers most likely to perform a particular
behaviors such as purchase an upgrade or churn from
the company. Modeling must be tightly integrated with
the campaign management software to keep the pace
with the multiple campaign running daily or- weekly.
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37. • Campaign management soft wares : leverages the data
wares house to plan and execute multiple, highly
targeted campaigns overtimes, using triggers that
respond timed events and customers behavior.
Campaign management software test various offers
against controls groups, capture promotion history for
each customers and prospect and produces output
virtually any online or offline customers touch point
channel.
• Business simulation : it is used with conjunction with
campaign management software optimize
offer, messaging and channel delivery prior to the
execution of campaigns and compare planned cost and
ROI projection with actual cost.
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38. • A real time decision engine : coordinate and
synchronizes communications across various
customers touch point systems. It contains
the business intelligence to determine and
communicate the most appropriate message
,offer, and channel delivery in real time and
support two way dialogue with the
customers
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39. MOBILE CRM
• One subset of Electronic CRM is Mobile CRM (m-
CRM). This is defined as “services that aim at
nurturing customer relationships, acquiring or
maintaining customers, support marketing, sales or
services processes, and use wireless networks as
the medium of delivery to the customers.
• However, since communications is the central
aspect of customer relations activities, many opt for
the following definition of m-CRM:
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40. • “communication, either one-way or
interactive, which is related to sales, marketing
and customer service activities conducted through
mobile medium for the purpose of building and
maintaining customer relationships between a
company and its customer(s)”
• E-CRM allows customers to access company
services from more and more places, since the
Internet access points are increasing by the day. M-
CRM however, takes this one step further and
allows customers or managers to access the
systems for instance from a mobile phone or PDA
with internet access, resulting in high flexibility.
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41. • An example of a company that implemented
m-CRM is Finn-air, who made it possible for
their customers to check in for their flights by
SMS.
• Since m-CRM is not able to provide a
complete range of customer relationship
activities it should be integrated in the
complete CRM system.
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