The CRM Jungle
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The document discusses requirements, definitions, and types of customer relationship management (CRM). It emphasizes understanding customers, viewing customers holistically across interactions, and using CRM for both operational and analytical purposes. CRM aims to create long-term customer relationships built on mutual trust that benefit both the customer and company.
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This document provides an overview of customer relationship management (CRM) implementation. It discusses:
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1. The 8 steps to developing a CRM roadmap: gaining sponsorship, gathering information, assessing the current and future states, identifying value opportunities, linking opportunities to capabilities, defining projects/requirements, developing business cases, and creating a rollout strategy.
2. Emerging trends in CRM like near-field communication, location-based services, augmented reality, social media on mobile as a customer service channel, and next-generation mobile apps.
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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.
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Above all, remember that the customer should be at the heart of your strategy, not your product or service. This can mean a complete change in thinking some cases, but it’s an important shift that your entire team can get behind from the start.
- See more at: http://nicholascifuentes.com/how-to-build-a-crm-strategy-in-2014#sthash.9pUXZlVg.dpuf
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CRM Models
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What are the benefits of CRM for your Business
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Ppt crm
The document discusses several CRM techniques used by different companies:
1) Apple's Genius Bar provides free technical support and repairs at its retail stores.
2) Big Bazaar uses a point card system to segment customers into different value categories.
3) Reliance Mart offers a membership program where customers earn redeemable points on purchases and access to insurance policies.
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Business-Case-Template for the introduction of CRM
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Chapter 1: CRM, Database Marketing and Customer Value
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Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
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Customer Retention
The document discusses integrating digital media and customer relationship management (CRM) to improve customer retention. It provides an agenda on understanding integration of digital marketing, identifying and targeting customers, testing methods, and measuring return on investment. It then introduces the speakers, Thom Poole and Jonathan Richards, and their backgrounds in digital marketing, CRM, and business systems implementation.
Customer Relationship Management
The document provides information about customer relationship management (CRM). It begins with defining CRM as an approach to managing a company's interactions with current and future customers by analyzing customer data to improve business relationships and customer retention. It then discusses key CRM concepts like customer value, expectations, satisfaction, acquisition, retention, loyalty and lifetime value. Specific examples of how Amazon and Apple use CRM strategies like data collection, personalization and recommendations are also provided. The document aims to explain the evolution and importance of CRM for business growth and customer focus.
unit-1-170414200345.pdf
Notes
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.
Unit 1
The document provides an overview of customer relationship management (CRM). It defines CRM as a business strategy to understand customer needs in order to grow relationships and value. CRM involves processes to track and organize interactions with current and potential customers. The goals of CRM are to maximize loyalty by identifying profitable customers and satisfying their needs. CRM has evolved from mass marketing to more targeted and personalized approaches through customer data analysis. Building customer satisfaction, loyalty, and positive experiences are important aspects of retaining customers and driving business growth.
Blueprint for CRM
The document discusses implementing a successful customer relationship management (CRM) system and outlines several key steps:
1) Establish a project team to drive specification and promote buy-in from stakeholders across the organization.
2) Analyze customer data to understand purchasing behaviors and quantify business opportunities to build a strong business case for investment.
3) Implement CRM as a business strategy supported by processes, culture, and technology to provide a unified view of customers and measure ROI.
The New Role of the Customer
Measures the effectiveness of your social media campaigns at fostering positive engagement. Interaction: A communication between an audience member and your brand's social profile.
Customer Relationship Management
This document provides an overview of customer relationship management (CRM). It begins with definitions of CRM, including that it is an approach to managing a company's interactions with current and future customers by analyzing customer data to improve business relationships and customer retention. It describes the evolution of CRM due to changes in customer power in the 1980s. It then covers CRM concepts like the types of CRM, scope and benefits of CRM, and factors influencing customer value from the customer's perspective. Finally, it provides an example of how Amazon successfully implements CRM through collecting customer data, personalizing recommendations, offering customer support, and tailoring the customer experience.
crm
The document provides an overview of customer relationship management (CRM). It discusses that CRM focuses on understanding customer needs and creating value through relationships rather than just transactions. CRM involves gathering customer data, customizing communications and offers, and using integrated systems to support relationship management across departments. The goal is to encourage repeat purchases and reduce customers switching to competitors by delivering superior personalized service and value.
3e779 Module I
The document describes a promotional scheme run by an advertising agency for Cello thermoware in Mumbai, where teams of callers rang 33,000 random phone numbers in the city and those who answered with "Cello" instead of "Hello" were eligible to win a free product. The unconventional idea of calling people and having them say "Cello" proved very successful at achieving top-of-mind awareness of the brand, with over 3,800 winners receiving prizes over the week-long promotion period in Mumbai. The creative marketing scheme was praised for being an "accha idea" or good idea that generated significant awareness for Cello thermoware products.
Crm
Customer Relationship Management (CRM) aims to establish long-term relationships with customers through personalized interactions rather than short-term transactions. It focuses on customizing products and services to individual customer needs, preferences, and expectations rather than employing standardized mass marketing techniques. CRM uses customer data collected from interactions over time through various channels to understand each customer and maximize their lifetime value to the company. Information technology plays a key role in powering CRM strategies by enabling companies to collect, analyze, and leverage customer data to improve customer service and target customers with relevant product offers through various digital communication channels.
Are you still doing business without crm
Customer relationship management (CRM) is a critical business strategy for any company to succeed. CRM methodology helps organizations understand customer needs and behavior better through reliable processes for interacting with and developing strong relationships with customers. It also helps assimilate information about customers, sales, marketing effectiveness, and market trends to provide insight into customer behavior and value. Implementing CRM provides many benefits such as developing better communication channels, increasing customer satisfaction, and improving customer service. CRM is essential for businesses to reduce costs, increase profits and customer loyalty, and gain a competitive advantage in the future.
CRM.pptx
CRM stands for Customer Relationship Management. The document discusses several key points about CRM:
- CRM is about developing and maintaining profitable relationships with customers to gain a competitive advantage over competitors offering similar products and prices.
- CRM aims to increase customer loyalty and improve business profitability through identifying, acquiring, and retaining customers using information technology.
- The objectives of CRM include improving customer satisfaction, expanding the customer base, enhancing business sales, and improving workforce productivity.
Chapter 7 e crm
Electronic Customer Relationship Management (E-CRM)
E-CRM This concept is derived from E-commerce. It also uses net
environment i.e., intranet, extranet and internet
Definition of E-CRM: Electronic CRM concerns all forms of managing
relationships with customers making use of Information Technology (IT).
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,
customer service and marketing initiatives to achieve a flawless customer
experience and maximize customer satisfaction, customer loyalty and
revenue.
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Customer Relationship Management
Customer Relationship Management (CRM) is a comprehensive strategy and process to acquire, retain, and partner with selective customers. It focuses on putting customers at the core of a company's processes and practices through strategic planning, marketing techniques, and relationship building. CRM uses technology to achieve ongoing dialogue with customers across all contact points and provide personalized treatment to valuable customers to increase retention and marketing effectiveness. It involves targeting, understanding, attracting, qualifying, and developing loyal customers over their lifetime with a company.
Customer relationship management
CRM refers to Customer Relationship Management. It is a process that addresses all aspects of identifying customers, creating customer knowledge, building customer relationships and shaping their perceptions of the organization and its products. CRM aims to develop and maintain long-term relationships with strategically significant customers through an IT-enabled business strategy that optimizes profitability, revenue and customer satisfaction. Successful CRM requires gathering customer data from various touchpoints and analyzing it to gain insights to improve customer satisfaction and organizational performance.
Customer loyalty and technology as crm tool
This document discusses customer relationship management (CRM) and its benefits. It defines CRM as integrating all customer interactions through various channels to provide end-to-end customer management. CRM requires organizational change and information/application support. It should have consistent, repeatable processes. Customers want more value, responsiveness and flexibility for less aggravation. CRM helps increase customer retention and profitability by understanding customers. Technology like data warehousing enables CRM by providing customer insights.
Tracer CQM Business Presentation
The document discusses Tracer CQM products which provide sales teams with tools to track client interactions, share information, and measure sales performance. It highlights features like tracking calls, emails, meetings in one database from both mobile and web. Reports give insights into sales targets, incentives, and market intelligence to improve business. When used correctly, Tracer CQM has helped other companies significantly increase their sales and market share.
Crm
This document discusses customer relationship management (CRM). CRM focuses on building mutually beneficial relationships between organizations and customers to meet both parties' needs. Effective CRM requires shifting from a product-focused to a customer-focused approach. It also requires integrating customer feedback and needs into all business processes and systems. CRM aims to increase customer satisfaction, retention and profits by better understanding customers' expectations and delivering superior service compared to competitors.
Mba ii ewis u iv crm
The document provides an overview of customer relationship management (CRM). It discusses the history and evolution of CRM from database marketing in the 1980s to relationship marketing in the 1990s to CRM in the early 2000s. It defines CRM as everything involved with managing the customer relationship. The goals of CRM are also outlined, such as providing better customer service and cross-selling products more effectively. Different types of relationship marketing are described, from basic transactions to partnership models. The document also discusses implementing a CRM program and the importance of an integrated approach.
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The CRM Jungle
- 1. The CRM Jungle Justification and implementation Thom Poole Managing Consultant February 2007
- 3. Why me? A quick biography of Thom Poole
- 5. Requirements Why do you need CRM?
- 11. How do you view your customers?
- 12. The single view of customers
- 13. How do you operate a CRM? How does it fit into your business?
- 14. Operational CRM Customers Call Centre Web Access E-Mail Usage Fax Direct Sales Refined Business Actions Dych é, J. 2002
- 17. Analytical CRM Refined Business Actions Process improve- ment Customer feedback Business intelligence Integrated Database ```` Analysis Information Business systems Billing Provisioning Accounts payable/ receivable Sales Call centre Dych é, J. 2002
- 22. Trust lifecycle Time Level of Trust Unaware Build Trust Confirm Trust Maintain Trust Register/Transact/Confirm Consider/Validation/Assess Browse/Search/Compare Trial Threshold Purchase Threshold Habit Threshold Untrust phase Extrinsic Intrinstic Recommendation Poole (2005)
- 23. Refined marketing campaigns Customer interaction Refined understanding Refined communications New campaigns Customer response Behaviour analysis Dych é, J. 2002
- 24. Thank you Next - Salesforce presentation
Editor's Notes
- All business people are also consumers, so if you are in a B2B marketplace, you should acknowledge the rules of the consumer marketplace. I would also argue that this includes the Data Protection Act, which does not currently apply to businesses!
- When I was a salesman, my boss told me that people bought products or services from their ‘friends’. I have yet to meet a salesman that I could call a friend – not whilst they were trying to get my money, anyway! Trust is the basis for building loyalty which in turn will increase interaction – it is up to you to turn this interaction into profit. As a personal example – I am an Apple McIntosh user at home, but have to suffer PC’s at work. Think about the customer loyalty Apple has – most Apple users can be identified by two main attributes – they are fiercely loyal to the brand, and they are poor, because the loyalty costs so much! I have used Michael Porter’s value chain model to demonstrate the trust-focused value chain, culminating in ‘trust’ in a brand, product or service. It is no fluke that trust occupies the same space that ‘profit’ does in Porter’s model, indeed I could have extended it with another field to the right called profit. Being trustworthy is profitable.
- The normal trust lifecycle curve shows that a customer will start in an untrusting state - they are unaware of the brand’s reputation. During the transaction, the customer will build a view of the company, trusting the relationship as they go. Over time, and [hopefully] with repeat transactions, this trust will be confirmed, and then maintained. Advocates, as we highlighted before, will reduce the time required to build trust, because if you trust the advocate who recommended the company to you, you will adopt some of that trust.