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 .
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
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
Operational CRM generally refers to services that allow an organization to take care of their customers. It provides support for various business processes, which can include sales, marketing and service. Contact and call centers, data aggregation systems and web sites are a few examples of operational CRM. If your company has a high customer turnover, or perhaps high service costs, Operational CRM Solutions is a tool that can help you solve your problems. The high tech expertise of CRM gives you access to information about your customer as well as giving you a clear view of your customers needs.
t is a systematic approach to analyze customer data and interactions to improve various business processes in Sales, Marketing and Service. The main purpose of Analytical CRM is to gather customer information from various channels and gain knowledge about customers’ behaviors and buying pattern as much as possible. It helps an organization to develop new marketing strategy, campaign management, customer acquisition and retention.
Introduction to Sales Management – The Sales Organization
– Determining Sales Related Marketing Policies – Sales
Functions and Policies – International Sales Management
– Personal Selling.
Sales Planning – Sales Budgets – Estimating Market
Potential and Forecasting Sales – Sales Quotes – Sales &
Cost Analysis, Sales Force Management: Hiring and Training Sales
Personnel – Time and Territory Management –Compensating Sales Personnel – Motivating the Sales Force
– Leading the Sales Force – Evaluating Sales Force
Performance.
Marketing Logistics - Distribution as Marketing Mix
Element – Distribution Resource Planning – Marketing
Channel Integration – Channel Management – Nature of
Marketing Channels – Evaluating Channel Performance-
Specialized Techniques in selling – Tele Marketing – Web
Marketing
Distribution Cost Analysis: Managing Channel Conflicts –
Channel Information Systems – Wholesaling – Retailing –
Ethical And Social Issues in Sales and Distribution
Management.
Beyond CRM - Collabor's Customer Engagement & Insights SoftwareCollabor Inc.
This presentation gives an overview of how Collabor's clients use the SaaS software to better understand, engage, manage and grow their existing client base.
Operational CRM generally refers to services that allow an organization to take care of their customers. It provides support for various business processes, which can include sales, marketing and service. Contact and call centers, data aggregation systems and web sites are a few examples of operational CRM. If your company has a high customer turnover, or perhaps high service costs, Operational CRM Solutions is a tool that can help you solve your problems. The high tech expertise of CRM gives you access to information about your customer as well as giving you a clear view of your customers needs.
t is a systematic approach to analyze customer data and interactions to improve various business processes in Sales, Marketing and Service. The main purpose of Analytical CRM is to gather customer information from various channels and gain knowledge about customers’ behaviors and buying pattern as much as possible. It helps an organization to develop new marketing strategy, campaign management, customer acquisition and retention.
Introduction to Sales Management – The Sales Organization
– Determining Sales Related Marketing Policies – Sales
Functions and Policies – International Sales Management
– Personal Selling.
Sales Planning – Sales Budgets – Estimating Market
Potential and Forecasting Sales – Sales Quotes – Sales &
Cost Analysis, Sales Force Management: Hiring and Training Sales
Personnel – Time and Territory Management –Compensating Sales Personnel – Motivating the Sales Force
– Leading the Sales Force – Evaluating Sales Force
Performance.
Marketing Logistics - Distribution as Marketing Mix
Element – Distribution Resource Planning – Marketing
Channel Integration – Channel Management – Nature of
Marketing Channels – Evaluating Channel Performance-
Specialized Techniques in selling – Tele Marketing – Web
Marketing
Distribution Cost Analysis: Managing Channel Conflicts –
Channel Information Systems – Wholesaling – Retailing –
Ethical And Social Issues in Sales and Distribution
Management.
Beyond CRM - Collabor's Customer Engagement & Insights SoftwareCollabor Inc.
This presentation gives an overview of how Collabor's clients use the SaaS software to better understand, engage, manage and grow their existing client base.
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
keeping customers satisfied and organised is paramount. Customer Relationship Management (CRM) systems play a pivotal role in achieving this goal. Acting as a central hub for managing customer interactions, CRM systems streamline processes, enhance communication and drive sales growth. In this article, we will delve into 18 essential features of CRM systems that can unlock business excellence and propel your organisation forward.
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
Explore how CRM works exclusively for your business by drilling into the details of the CRM Consultation process, and the tools required in developing your business case. We’ll address the common questions of what to look for,
how to measure it, what to demand, and much more, by introducing effective measurements of how to manage a CRM program at work.
CRM is commonly described from a narrow technological perspective. CRM needs to be defined more broadly as a strategic approach that uses customer insight to create customer value and shareholder value. Slide 2: The CRM Strategy Framework identifies five cross functional processes that can be used to assess key tasks in using CRM effectively. Slide 3: For each of the five CRM cross functional processes there are two key questions that need to be addressed for CRM strategy to achieve its potential. The article provides an overview of the five processes. A later book provides an more extensive discussion of the five processes together with a detailed discussion relating to CRM implementation.
Customer Experience is an evolution within many organizations. To improve your execution you need viable strategies which can enhance your operations from an interaction perspective. This will give you powerful insight and analytics to engage your customers differently and drive a seamless experience.
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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In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
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It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
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.
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2. Types of CRM
• Enables organizations to better understand
the data gathered on customers and their
interactions with the business
Analytical CRM
• Streamlines the various processes for customer
relationships and helps apply them to the
central business process.
Operational CRM
• Bridges the gap between teams and
departments to share information and create
a seamless customer experience.
Collaborative CRM
5. Operational CRM
Marketing Automation
• Helps streamline marketing process
• Includes various CRM marketing modules like
Campaign Management, Event Based Marketing.
o Campaign Management helps business to design
campaign, decide communication channels
o Event based marketing helps to reach out
customers with more relevant products/services
based upon their life events.
• Automates response to customer queries, inform sales
team about new opportunities.
17. The Call Centre
Service Quality Parameters
Availability/ Speed of Response
Customer Understanding
Conversation Tone & Tenor
Resolution
Customer Feedback
18. The Call Centre
Service Quality Parameters- the Customer's Side
• Net Promoter Score (NPS- used to gauge customer loyalty, satisfaction, and enthusiasm with a company
• CSAT score, is a customer experience metric that measures happiness with a product, service, or customer support
interaction
19. The Call Centre
Managing Customer Satisfaction
Manpower
IT & Software
Processes
Call Centre
C Sat Factors
• Call Charges
• Customer Recognition Systems
• Time taken
• Agent Competency & Skills
• Screen/System flexibility
20. The Call Centre
Key Business Metrics
20
% abandoned
calls
Cost/ Call Resolution %age
Availability
Forecast Vs
actual calls
Scheduled Vs
actual personnel
Schedule
discipline
Avg Value / Call C Sat
Avg handling
time
22. The Call Centre
Key HR elements
Manpower
Critical
resources
Service
Orientation
reqd.
Listening skills Discipline for
Processes
Ongoing
Training
Performance
Mgmt
Service Quality
Delivering Customer
Satisfaction
23. The Call Centre
Marginal Utility of Manpower
No of Agents Answered Calls
Calls handled /
Agent Telecom Costs
Manpower
Costs
Gross
revenues
Nett
Revenue
Marginal
Revenue
25 750 30 150 250 5000 4600 4600
30 900 30 120 300 6000 5580 980
35 950 30 90 350 7000 6560 980
38 1000 26 60 380 7600 7160 600
After a Point in Time Manpower Addition will give – ve Marginal revenue
24. The Call Centre
Capacity Planning – Key Determinants
Past History Marketing Activities Strategy
Operating
Environment
Manpower & Infra
Quality
25. The Call Centre
Manpower Planning: Average Handling Time ( AHT )
The average amount of time taken by an agent to handle a customer’s issue.
26. The Call Centre
Manpower Planning – Erlang C Formula
• Used for Optimising the Manpower deployed
• Doesn’t account for Call drops/ Shrinkage -can be an overestimation
Key Variables
• Average Conversation Time
• Average Completion Time
• # of Calls
• Desired Service levels in Seconds
28. The Call Centre
Call Capacity Planning – Projection Variables e.g.
PY Growth CY Projections
Total Calls 100000 15% 150000
Jan Call share 10% 15% 15000
Jan Daily Avg. Calls (31
days) 323 15% 371
• Further broken down to days of the Week and Half hourly Call volumes
• Alignment with Marketing Calendar
• Ensures adequate line capacity is available in the future
30. The Call Centre
Agent Evaluation Parameters
Outcome of Conversations
Process & Guidelines Adherence
Cross Sell & Upsell Effort
Structure and Content of Conversations
Attitude & Accuracy
31. Cost Effectiveness Utility/ Spam Permissions
Opt out options Speed of Response
Managing Quality in other Contact Channels
Knowledge sharing /
FAQs
36. Internet enabled CRM
Building Website Traffic
Organic
SEO
Social
Blogs
Affiliates
/APIs
Inorganic
Directory
listings
SEM
SMM
Offline
37. Website Quality Determinants
Visitor Intent & Quality Parameters
Visitor
Intent
Information
Transaction
Hedonistic
Entertainment/
Education
Service
Navigation Technical
excellence
Customization Security
Readability Optimized for
Visitor intent
Quality
Parameters
38. Website Quality
Determinants- UI & UX
• Page design
• Visual
Elements
• Content
Design
• Site Design
• Ease of use
• Focus on how
the experience
makes the
user feel
39. Website Quality
Transaction Websites- Parameters
Order
Placement
Payment
Systems
Order
Processing
Logistics
Feedback
• Cards
• UPI
• CoD etc.
• Dispatch Update
• Track N Trace
• Delivery
Confirmation
• Complaints
• Reviews
• Dispatch
Prep
• Packaging
