Social CRM
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This document discusses social customer relationship management (CRM) and provides examples from companies that have implemented social CRM strategies. Social CRM involves using social media to maintain customer relationships by engaging in conversations and sharing insights. The document outlines cases from ABN AMRO, Sony, and Starbucks that demonstrate how each company uses different social media platforms like online customer intelligence tools, blogs, and idea capturing to better understand customer needs and involve customers in product development.
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The report discusses Udyog Enterprises, a distributor of construction chemicals for Sika company. It stores the chemicals by Sika in its inventories and then supplies them to companies as per demand. The customers are largely divided into two main segments, industrial buyers and retail buyers. 95% of the revenue comes from retail buyers.
The methods through which the company generates leads are-
Sika provides them information about the projects happening
Through site visits by a team of engineer from Sika and sales force from Udyog
Through some information in newspaper ads
Through word-of-mouth, if the company hears about any projects going on then we approach the company.
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Warehousing consists of two prime elements of cost and administration through: -
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Introduction To CRM
What is CRM? Why CRM is needed?
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2. Building an effective eCRM solution requires defining business objectives, assessing current capabilities, and defining process changes needed to meet goals.
3. Key eCRM features include a focus on refining business processes, being data-driven to provide customized customer profiles and interactions, and measuring performance.
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https://www.spontaneousenterprise.com/best-retail-crm-softwares-for-retail-business/
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sony
Sony Corporation is a Japanese multinational conglomerate corporation headquartered in Tokyo, Japan. It was founded in 1946 and has a wide range of consumer electronics, entertainment, and online services. Sony uses a variety of marketing strategies to promote its products, including advertising, personal selling, sales promotions, and publicity. It spends heavily on promotions, especially for its digital camera and VAIO laptop lines. Sony aims its marketing especially at youth and uses innovative campaigns to portray a unique lifestyle and brand image.
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Nokia crm
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E crm ppt
Electronic customer relationship management (e-CRM) involves integrating web channels into an organization's overall CRM strategy to drive consistency across all sales, customer service, and marketing channels. E-CRM uses information technology to implement relationship marketing strategies by collecting customer data, aggregating it, and interacting with customers. It allows organizations to target customers more cost-effectively, achieve mass customization, and increase the depth, breadth, and nature of customer relationships while lowering costs compared to traditional CRM. The key steps in e-CRM include data collection, data aggregation, and customer interaction.
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Benefits of crm retail
CRM provides benefits across many areas of retail operations including social media marketing, vendor management, sales automation, marketing, collaboration between sales and marketing teams, customer service, store operations, mobile solutions, and business intelligence. Key capabilities include social listening and engagement, managing suppliers and linking them to sales and marketing efforts, sales pipeline management, marketing campaign management, collaborative lead and project management, customer service case management, store and loyalty program management, mobile access for field teams, and data analysis and reporting.
C.r.m & e --c.r.m
CRM refers to strategies and technologies used by companies to manage interactions with current and potential customers. e-CRM involves applying CRM strategies using electronic channels like websites to personalize the customer experience. Key aspects of e-CRM include tracking customer data online through tools like cookies and web bugs to analyze behavior and personalize marketing. Effective e-CRM systems also integrate data from external sources to gain insights and optimize customer retention, acquisition, and spending. Transitioning to e-CRM requires assessing current capabilities, aligning business strategies, and implementing technical architectures like data mining and campaign management software.
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E-CRM This concept is derived from E-commerce. It also uses net
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E-CRM (Electronic Customer Relationship Management) expands the
traditional CRM techniques by integrating new electronic channels, such
as Web, wireless, and voice technologies and combines it with e-business
applications into the overall enterprise CRM strategy.
The goal is to drive consistency within all channels relative to sales,
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Customer relationship management (CRM) involves tracking customer interactions to improve customer service and target marketing. CRM software supports these processes by allowing customer data to be entered, stored, and accessed across departments. While CRM generally refers to software, vendors emphasize a holistic approach is also needed for success.
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The document discusses customer relationship management (CRM) and its evolution with technology. It explains that CRM aims to optimize profitability through enhanced customer satisfaction, automating and enhancing customer-centric processes. eCRM expands traditional CRM by integrating electronic channels like web and wireless technologies. Effective eCRM requires understanding customers, capturing and analyzing data, and providing personalized, targeted experiences across channels to improve customer retention and reduce costs.
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The document discusses Customer Relationship Management (CRM) and Electronic Customer Relationship Management (E-CRM). CRM aims to optimize profitability through enhanced customer satisfaction by automating and enhancing customer-centric processes. E-CRM expands on traditional CRM by integrating electronic channels like web, wireless, and voice technologies. E-CRM provides avenues for business-customer-employee interactions through web technologies and combines software, hardware, and processes to support enterprise-wide CRM strategies. The goals of both CRM and E-CRM are to maximize revenue from existing customers, provide excellent service using integrated customer information, and introduce consistent channel processes to acquire, enhance, and retain profitable customers.
Customer Relation Management
The document proposes a unified promotion platform to address issues with customers receiving too many promotions through different channels, potentially leading to disinterest. The platform would allow businesses to submit promotions through an API and customers would only see promotions applicable to them when actively searching. This could create incentives for both merchants and customers while providing a better user experience through features like tracking spending by brand and customizing offers for loyal customers. The platform would also provide data and analytics to merchants on promotion performance and customer behavior.
CRM Best Practices For Luxury Retail
This document discusses best practices for customer relationship management (CRM) implementation in the luxury retail sector. It provides an overview of current CRM challenges in luxury retail, including identifying customers across disparate channels and measuring salesperson effectiveness. It then summarizes findings from reports on CRM practices in retail, including the use of loyalty programs and real-time customer data. Finally, it proposes a conceptual framework for CRM in luxury retail based on providing personalized customer experiences and generating customer insights to refine business actions.
CRM trends
Learn more about the technological advancements in CRM and how it will help you deliver experiences and give your business an edge over competitors.
Stay updated with the Emerging CRM Trends:
https://www.officeclip.com/blog/post/2020/10/06/emerging-crm-trends
3. crm & e crm
1. eCRM provides companies with interactive and personalized communication across electronic and traditional channels while respecting customer preferences.
2. Building an effective eCRM solution requires defining business objectives, assessing current capabilities, and defining process changes needed to meet goals.
3. Key eCRM features include a focus on refining business processes, being data-driven to provide customized customer profiles and interactions, and measuring performance.
CRM in Retail Industry (การบริหารความสัมพันธ์กับลูกค้า สำหรับธุรกิจค้าปลีก)
CRM in Retail Industry (การบริหารความสัมพันธ์กับลูกค้า สำหรับธุรกิจค้าปลีก)Sundae Solutions Co., Ltd.
CRM in the retail industry focuses on optimizing profitability, revenue, and customer satisfaction through a customer-centric strategy. Effective CRM requires collecting customer data from various touchpoints, including in-store, online, and mobile. It also involves analyzing customer behavior to segment customers and determine their lifetime value. Advanced CRM uses technology like mobile apps, social media integration, and data mashups to gain a holistic view of customers and enable personalized multi-channel engagement. This helps retailers address challenges like identifying individual customers, maintaining high customer expectations, and using customer data in real-time.Crm Today Dinesh Chandrasekar
The document discusses CRM evolution, components, applications, and programs. It provides an overview of how CRM has evolved over time from sales force automation to integrated customer-centric solutions. The key components of CRM include marketing, sales, customer service, and analytics. Basic CRM application features are listed for sales force automation, marketing automation, partner management, service management, and the customer hub. The document also discusses the CRM ecosystem, including operational, collaborative and analytical CRM, and how CRM aims to provide a single, authenticated view of the customer across touchpoints.
Crm in Amazon
Deep analysis of Amazon.com in customer relationship management. It gives insite about crm. How Amazon uses it to expand their business.
Ch09 ecrm
This document discusses customer relationship management (CRM) and e-CRM. It covers the key concepts of CRM including customer selection, acquisition, retention, and extension. E-CRM is defined as applying digital technologies like the web, email, and databases to acquire and retain customers through improving customer knowledge, targeting, and satisfaction. The benefits of e-CRM include more cost-effective targeting, mass customization, deeper relationships, and learning relationships. Different types of online buyers and differences between B2B and B2C buyers are also outlined. Finally, the document discusses assessing marketing communication effectiveness and types of CRM applications.
Top 40 CRM Features
Your CRM platform has the ability to automate certain aspects of your sales. Learn to know the top 40 CRM Features
What are the best retail crm software solutions to manage retail customers
CRM for retail industry is the perfect channel to enjoy the best of retail business in terms of maximizing RoI, getting enhanced customer experience and loyalty, increased profitability and productivity.
There are many CRM solutions that claim to be useful to the retail industry. But the above ones have proven their significance by serving a wide range of clientele. Depending upon the size of organization, functional needs, budgeting plans and timelines, organizations can choose the best CRM for this industry as well as the service provider.
https://www.spontaneousenterprise.com/best-retail-crm-softwares-for-retail-business/
What's hot (20)
Electronic Customer Relationship Management (E-CRM)
Electronic Customer Relationship Management (E-CRM)
CRM in Retail Industry (การบริหารความสัมพันธ์กับลูกค้า สำหรับธุรกิจค้าปลีก)
CRM in Retail Industry (การบริหารความสัมพันธ์กับลูกค้า สำหรับธุรกิจค้าปลีก)
What are the best retail crm software solutions to manage retail customers
What are the best retail crm software solutions to manage retail customers
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Customer Relationship Management (CRM)
CRM is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Samsung uses CRM to expand their global marketing programs and develop a digital network to improve compatibility between products and provide the best solutions for customers. Samsung places consumer needs as their top priority to build trust as a leading market company.
sony
Sony Corporation is a Japanese multinational conglomerate corporation headquartered in Tokyo, Japan. It was founded in 1946 and has a wide range of consumer electronics, entertainment, and online services. Sony uses a variety of marketing strategies to promote its products, including advertising, personal selling, sales promotions, and publicity. It spends heavily on promotions, especially for its digital camera and VAIO laptop lines. Sony aims its marketing especially at youth and uses innovative campaigns to portray a unique lifestyle and brand image.
Sony presentation
Sony has been known for its simple yet recognizable logo featuring the company name in white lettering on a black background. The logo stands out due to its unique name and cannot be copied. Sony is also known for its high quality packaging that protects its products and uses eco-friendly materials. The brand is associated with traits like sophistication, pride, and innovation. Sony delivers new, trendy products with distinct features in line with its "make.believe" slogan and core identity of representing the latest technology.
Sony corporation
1) Sony is a Japanese electronics company founded in 1946 that focuses on audio, video, communications, and financial services.
2) The company aims to strengthen its core electronics business by applying information technologies to product design, production, distribution, and sales to enhance the value of its music, pictures, games and financial services.
3) Sony markets its diverse product portfolio, which includes televisions, cameras, games and robots, through an integrated strategy involving price, distribution channels like retailers, and promotions such as advertising, sales incentives and sponsorships.
Sony ppt
Sony Corporation was founded in 1946 in Tokyo, Japan by Masaru Ibuka and Akio Morita. It is headquartered in Minato, Tokyo and produces consumer and professional electronic equipment, communication and information equipment, semiconductors, electronic devices and components, batteries, and chemicals. Some of its major products include PlayStation, Blu-ray, televisions, cameras, and it was the first to launch magnetic tape recorders, transistors, transistor radios, portable televisions, cassette tape recorders, CD players, and camcorders.
Customer Relationship Management (CRM)
Customer Relationship Management (CRM) is basically a University Presentation and mostly data copied from Wikipedia and some other references.
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The presentation provides an overview of developing a comprehensive digital marketing strategy to best promote a business online.
Social Crm With Clearvale
Social CRM aims to turn unhappy customers into happy, engaged customers and advocates by providing community building, customer support, account management, and opportunities to drive sales. Key capabilities of a successful social CRM include enabling connections, communication, collaboration, education, and creation among customers and employees. There are organizational challenges to adoption like inappropriate comments, competitor collaboration, and negative publicity, but BroadVision Clearvale provides the technical capabilities needed to create an effective Social CRM solution.
Social Crm With Clearvale
Social CRM aims to turn unhappy customers into happy, engaged customers and advocates by providing community building, customer support, account management, and opportunities to drive sales. Key capabilities of a successful social CRM include enabling connections, communication, collaboration, education, and creation among customers and employees. There are organizational challenges to adoption like inappropriate comments, competitor collaboration, and negative publicity, but BroadVision Clearvale provides the technical capabilities needed to create an effective Social CRM solution.
Using Web 2 Abb
Susan Muth is a seasoned sales and marketing consultant who specializes in helping technology companies achieve their sales goals. She discusses how companies can leverage various Web 2.0 tools like social media, blogs, and email marketing to enhance their sales and marketing efforts. These tools provide benefits such as creating customer communities, networking, gaining customer insights, staying top of mind with customers, and supplementing traditional sales approaches like cold calling. Muth provides examples of specific Web 2.0 platforms and how companies can use them to engage customers and generate business opportunities.
Introduction to digital marketing
This document provides an introduction to digital marketing. It discusses how digital marketing uses electronic media like the web, email, mobile and interactive TV to build customer relationships and capture value. It notes that over 50% of India's population is below 25 years old and 65% is below 35, making the market mobile driven. The document outlines some advantages of digital marketing like rich information, efficiency, reach and price reductions. It also discusses goals of digital marketing, common channels used like websites and social media, and the importance of targeting the right content to the right audience at the right time.
Analytical crm and social crm
Analytical CRM uses data and intelligence to provide a more customer-centric view of customers. It learns customer behaviors and relationships over time to improve marketing, sales, and customer support. Social CRM extends these capabilities by engaging customers through social media and online conversations. This transforms CRM strategies, operations, and organizational mindsets to focus on collaborative relationships and generate value through conversation rather than just transactions. Data mining is key to gaining customer insights from transaction and interaction data to improve business performance.
Building your Business Hub: Microsoft Dynamics CRM and Social Technologies
This presentation discusses how social technologies are transforming business and outlines Microsoft's strategy for social CRM. It introduces a three communities model of internal, managed, and independent communities. The presentation describes how social media can be used to listen, engage, amplify, solve problems, and innovate. Microsoft Dynamics CRM aims to connect employees, customers, and partners through a business hub. Current social CRM capabilities in Microsoft products are outlined. Future innovations are planned to extend internal collaboration and build business networks.
DISRUPTIVE BUSINESS MODEL (Stefano Guerrieri)
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B2 c portal development the ultimate guide (challenges, features, and advanta...
A B2C portal allows businesses to directly connect with customers through a centralized digital hub. It provides personalized access to information and services for customers, employees and other stakeholders. Developing a B2C portal can help businesses streamline operations, increase customer engagement and self-service, and gain efficiencies through automation of workflows. Key elements to include are one-click login, a robust knowledge base, easy navigation, and the ability for customers to provide feedback.
WeChat: Content x Commerce
WeChat is the key to unlocking Content x Commerce in China.
We look into WeChat to better understand the; (1)The Overall Ecosystem, (2)Audience paths for brands ...AND (3)How Content (social media) and Commerce come together.
Includes some examples by industry of branded accounts - specifically for travel/tourism, retail and health.
Digital brand positioning
A strong digital brand is important for companies to compete globally and build trust with customers. Developing thought leadership through content like white papers establishes a company as a thought leader and provides guidance for its strategy and business. To build its brand, a company should engage customers through various digital channels like social media, blogs, forums and reviews to both generate leads in the short term through paid ads and build communities in the long term. The company's branding efforts should have clear objectives and be measured over time to ensure progress toward establishing the company as a business and thought leader in its industry.
How the Contact Center is Evolving into a Customer Information Hub
This document discusses how contact centers can become customer information hubs by integrating social media and leveraging customer data and knowledge across channels. It highlights some key points:
1) Contact centers are moving from static knowledge management to dynamic knowledge monitoring using social media integration and customer data analysis from multiple sources.
2) Customers now communicate with companies through multiple channels and expect a consistent experience. Contact centers must detect customer context and intentions across channels to shorten resolution times.
3) There are still challenges to achieving the right balance between customer and enterprise metrics when agents have personal experiences and social relationships that impact their work.
Social CRM
The document discusses social CRM, which amplifies traditional CRM by incorporating social media and conversations. Social CRM focuses on nimble, hyper-responsive dialogue rather than one-way marketing. It provides examples of how Nike, American Express, Oakley, BMW, and Starbucks have successfully applied social CRM strategies like social sign-on, social segmentation, targeted messaging, and social loyalty programs. The document also discusses how British Telecom used a social CRM community to reduce call volumes. In the end, it identifies opportunities for using social CRM to increase revenue, decrease costs, stimulate innovation, and move to more relevant conversations.
Crm his-prs1
CRM (customer relationship management) is an integrated approach to identifying, acquiring, and maintaining customers by building a centralized database that describes customers and their relationships with a company. It allows companies to coordinate customer interactions across departments and channels. Main benefits include increased customer loyalty and satisfaction, which can improve financial performance through repeat business and lower customer acquisition costs. Leading CRM software providers help marketing, sales, and customer service teams personalize customer interactions.
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Social CRM
- 2. Social CRM Maintaining Relations through Social Media WHY?? We are inserted in and surrounded by social communities, We establish relationships based on conversations We struggle to be accepted by other groups, We share our insights with like-minded peers and friends We make decisions based on suggestions from like-minded peers and friends.
- 3. ABN AMRO Type: Online Customer Intelligence (OCI) Case: The OCI tool captures all relevant data from different sources (blogs, forum, communities and news sites) and present this information in a tag cloud. Based on the tag cloud further analysis can be made. CRM: Marketing Business Value: Cost Reduction, Customer Retention, Stronger Product Positioning, Brand value Customer Value: Quick response on customer requirements
- 4. Sony Type: Blog Case: A Blog where Sony customers can post comments about existing products as well as providing Sony with input about (potential) new products CRM: Marketing (New product development) and Service Business Value: Collect important information about customer needs via direct conversation with customers. Also, an addition to their existing service channels Customer Value: An easy way for customers to share their thoughts with Sony and to find product related information in a quick and simple way
- 5. Starbucks Type: Idea capturing Case: Starbucks captured ideas in collaboration with their customers. Starbucks VIP card and getting a free cup of coffee when buying coffee beans are two examples of customer- generated idea currently in use CRM: Marketing (New product development) Business Value: Starbucks captured in one year more than 70.000 ideas submitted through the site. Customer Value: Customer like to have a place to put their creative ideas.
- 6. References 1. http://mashable.com/2010/05/21/s ocial-crm/ on 14/11/10 2. http://www.destinationcrm.com/Ar ticles/CRM-News/Daily- News/The-3-Threats-to-Social- CRM-61075.aspx on 14/11/10 3. www.docstoc.com on 14/11/10