SlideShare a Scribd company logo

CIM CRM Workshop

•
•
Thom. Poole
Thom. Poole

CRM Course delivered to CIM members 2003

Business
1 of 54
Wednesday 13 April 2011 CIM CRM Workshop 1
Customer relationship management, databases & the web ,[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]
Introductions ,[object Object],[object Object],[object Object],[object Object]
Why are we doing this ,[object Object],[object Object],[object Object],[object Object],[object Object]
What is Marketing? ,[object Object],[object Object],[object Object],[object Object],[object Object]
CRM is about customer interaction ,[object Object]
The Key Word is profitable ,[object Object],[object Object],[object Object],[object Object],[object Object]
It is a balance of art and science ,[object Object],[object Object],[object Object],[object Object]
However it must support the key brand values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Effective Implementation needs an integrated approach ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CRM is Knowledge Management ,[object Object],[object Object],[object Object],[object Object],[object Object]
What does this involve for small companies ,[object Object],[object Object],[object Object],[object Object],[object Object]
Themes to establish ,[object Object],[object Object],[object Object],[object Object]
Strategy - What you must know ,[object Object],[object Object],[object Object],[object Object],[object Object]
Information needed to plan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Marketing Strategy - the issues ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What you must know about your clients ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Exercise 1 ,[object Object],[object Object],[object Object],[object Object],[object Object]
What you must know about your marketing processes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CRM is not just about sales ,[object Object],[object Object],[object Object],[object Object]
To be successful consider the business as a whole ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Strategic Framework for CRM
The definition of the Sales and Service pipeline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Nature of Customer Encounters
CRM becomes critical for companies as the web brings more interaction ,[object Object],[object Object],[object Object],[object Object]
What does the Web bring to the party ,[object Object],[object Object],[object Object],[object Object]
Exercise 2 ,[object Object]
BREAK ,[object Object],[object Object],[object Object]
Methods of communication from web site include ,[object Object],[object Object],[object Object],[object Object],[object Object]
Ovum study ,[object Object],[object Object],[object Object],[object Object],[object Object]
What would getting it right mean? ,[object Object],[object Object],[object Object]
How are other companies using the web now? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Think about it … ,[object Object]
Other HP findings ,[object Object],[object Object],[object Object],[object Object]
Why this is important ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CRM depends on overall perception of the company
So where does it fit?
Management ,[object Object],[object Object],[object Object],[object Object]
INFORMATION Technology
The Architecture of eRM
A good CRM system can ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Sales management ,[object Object],[object Object],[object Object],[object Object]
Sales Pipeline
Customer Service and Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Sales can see service logs
Service team can see Sales logs
Monitoring activity
Large vs small solutions ,[object Object],[object Object],[object Object]
Goldmine Example
Internet support ,[object Object],[object Object],[object Object],[object Object]
Imperatives of E-relationships ,[object Object],[object Object],[object Object],[object Object],[object Object]
Rules to succeed ,[object Object],[object Object],[object Object]
Conclusion ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Recommended

Customer Relationship Management Raghu Seelamonthula
Customer Relationship Management Raghu SeelamonthulaCustomer Relationship Management Raghu Seelamonthula
Customer Relationship Management Raghu SeelamonthulaRaghu Seelamonthula
 
CRM
CRMCRM
CRMvishalagarwal003
 
CRM implementation approach for salesforce.com by smarsys
CRM implementation approach for salesforce.com by smarsysCRM implementation approach for salesforce.com by smarsys
CRM implementation approach for salesforce.com by smarsysChristophe Arn
 
CRM The Essential Guide
CRM The Essential GuideCRM The Essential Guide
CRM The Essential Guidegregmgaffney
 
Crm ppt final (1)
Crm ppt final (1)Crm ppt final (1)
Crm ppt final (1)Angad Singh
 
Introduction, Strategy, organisation and implementation of crm
Introduction, Strategy, organisation and implementation of crmIntroduction, Strategy, organisation and implementation of crm
Introduction, Strategy, organisation and implementation of crmTechXpla
 
Ifkad10 Lb
Ifkad10 LbIfkad10 Lb
Ifkad10 LbLaurent Bravetti
 
CRM Objectives and Best Practices
CRM Objectives and Best PracticesCRM Objectives and Best Practices
CRM Objectives and Best Practiceswillr7000
 

Recommended

Customer Relationship Management Raghu Seelamonthula
Customer Relationship Management Raghu SeelamonthulaCustomer Relationship Management Raghu Seelamonthula
Customer Relationship Management Raghu SeelamonthulaRaghu Seelamonthula
 
CRM
CRMCRM
CRMvishalagarwal003
 
CRM implementation approach for salesforce.com by smarsys
CRM implementation approach for salesforce.com by smarsysCRM implementation approach for salesforce.com by smarsys
CRM implementation approach for salesforce.com by smarsysChristophe Arn
 
CRM The Essential Guide
CRM The Essential GuideCRM The Essential Guide
CRM The Essential Guidegregmgaffney
 
Crm ppt final (1)
Crm ppt final (1)Crm ppt final (1)
Crm ppt final (1)Angad Singh
 
Introduction, Strategy, organisation and implementation of crm
Introduction, Strategy, organisation and implementation of crmIntroduction, Strategy, organisation and implementation of crm
Introduction, Strategy, organisation and implementation of crmTechXpla
 
Ifkad10 Lb
Ifkad10 LbIfkad10 Lb
Ifkad10 LbLaurent Bravetti
 
CRM Objectives and Best Practices
CRM Objectives and Best PracticesCRM Objectives and Best Practices
CRM Objectives and Best Practiceswillr7000
 
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your BusinessCreating a CRM Strategy for your Business
Creating a CRM Strategy for your BusinessTshepo Thlaku
 
CRM Marketing
CRM MarketingCRM Marketing
CRM MarketingVishal Thalla
 
Customer Relationship Management (Crm) By Ravinder Tulsiani
Customer Relationship Management (Crm) By Ravinder TulsianiCustomer Relationship Management (Crm) By Ravinder Tulsiani
Customer Relationship Management (Crm) By Ravinder TulsianiRavinder Tulsiani
 
Crm objectives
Crm objectivesCrm objectives
Crm objectivesHarpreet Kaur
 
Chapter 3: Strategic CRM
Chapter 3: Strategic CRMChapter 3: Strategic CRM
Chapter 3: Strategic CRMitsvineeth209
 
Analytical CRM
Analytical CRMAnalytical CRM
Analytical CRMMuratSelcuk
 
CRM Roadmap - Sample
CRM Roadmap - SampleCRM Roadmap - Sample
CRM Roadmap - SampleThe Anglum Group, LLC
 
SAP_CRM
SAP_CRMSAP_CRM
SAP_CRMAmit Upadhye
 
Crm unit 1
Crm unit 1Crm unit 1
Crm unit 1Dnyan Bharti society/BMS,Dahanu
 
Customer Relationship Management
Customer Relationship Management Customer Relationship Management
Customer Relationship Management Rizwan Qamar
 
Case study: Asian Operators Designs Strategic Crm Roadmap
Case study: Asian Operators Designs Strategic Crm RoadmapCase study: Asian Operators Designs Strategic Crm Roadmap
Case study: Asian Operators Designs Strategic Crm RoadmapPeppers & Rogers Group
 
Readiness for CRM - 11 Steps to Plan & Prepare for CRM
Readiness for CRM - 11 Steps to Plan & Prepare for CRMReadiness for CRM - 11 Steps to Plan & Prepare for CRM
Readiness for CRM - 11 Steps to Plan & Prepare for CRMPreact Ltd
 
Barriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B MishraBarriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B MishraBidhu B Mishra
 
CRM Implementation A Six Sigma Way
CRM Implementation A Six Sigma WayCRM Implementation A Six Sigma Way
CRM Implementation A Six Sigma Waypenguincrm
 
Strategic Customer Relationship Management(SCRM)
Strategic Customer Relationship Management(SCRM)Strategic Customer Relationship Management(SCRM)
Strategic Customer Relationship Management(SCRM)ISAAC Jayant
 
Developing a crm strategy
Developing a crm strategyDeveloping a crm strategy
Developing a crm strategyCMT SOLUTION
 
MMS - B2B & CRM Notes
MMS - B2B & CRM Notes MMS - B2B & CRM Notes
MMS - B2B & CRM Notes Milind Kadam
 
Managing customers for lifetime business
Managing customers for lifetime businessManaging customers for lifetime business
Managing customers for lifetime businessMoses Omondi
 
Gartner Competency CRM Model
Gartner Competency CRM ModelGartner Competency CRM Model
Gartner Competency CRM ModelRohan Telang
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship managementcharanreddy589
 
Crm 1
Crm 1Crm 1
Crm 1Uma Rungta
 
Customer Interaction Management
Customer Interaction ManagementCustomer Interaction Management
Customer Interaction Managementbdziwulski
 

More Related Content

What's hot

Creating a CRM Strategy for your Business
Creating a CRM Strategy for your BusinessCreating a CRM Strategy for your Business
Creating a CRM Strategy for your BusinessTshepo Thlaku
 
Customer Relationship Management (Crm) By Ravinder Tulsiani
Customer Relationship Management (Crm) By Ravinder TulsianiCustomer Relationship Management (Crm) By Ravinder Tulsiani
Customer Relationship Management (Crm) By Ravinder TulsianiRavinder Tulsiani
 
Chapter 3: Strategic CRM
Chapter 3: Strategic CRMChapter 3: Strategic CRM
Chapter 3: Strategic CRMitsvineeth209
 
Customer Relationship Management
Customer Relationship Management Customer Relationship Management
Customer Relationship Management Rizwan Qamar
 
Case study: Asian Operators Designs Strategic Crm Roadmap
Case study: Asian Operators Designs Strategic Crm RoadmapCase study: Asian Operators Designs Strategic Crm Roadmap
Case study: Asian Operators Designs Strategic Crm RoadmapPeppers & Rogers Group
 
Readiness for CRM - 11 Steps to Plan & Prepare for CRM
Readiness for CRM - 11 Steps to Plan & Prepare for CRMReadiness for CRM - 11 Steps to Plan & Prepare for CRM
Readiness for CRM - 11 Steps to Plan & Prepare for CRMPreact Ltd
 
Barriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B MishraBarriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B MishraBidhu B Mishra
 
CRM Implementation A Six Sigma Way
CRM Implementation A Six Sigma WayCRM Implementation A Six Sigma Way
CRM Implementation A Six Sigma Waypenguincrm
 
Strategic Customer Relationship Management(SCRM)
Strategic Customer Relationship Management(SCRM)Strategic Customer Relationship Management(SCRM)
Strategic Customer Relationship Management(SCRM)ISAAC Jayant
 
Developing a crm strategy
Developing a crm strategyDeveloping a crm strategy
Developing a crm strategyCMT SOLUTION
 
MMS - B2B & CRM Notes
MMS - B2B & CRM Notes MMS - B2B & CRM Notes
MMS - B2B & CRM Notes Milind Kadam
 
Managing customers for lifetime business
Managing customers for lifetime businessManaging customers for lifetime business
Managing customers for lifetime businessMoses Omondi
 
Gartner Competency CRM Model
Gartner Competency CRM ModelGartner Competency CRM Model
Gartner Competency CRM ModelRohan Telang
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship managementcharanreddy589
 

What's hot (20)

Creating a CRM Strategy for your Business
Creating a CRM Strategy for your BusinessCreating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
 
CRM Marketing
CRM MarketingCRM Marketing
CRM Marketing
 
Customer Relationship Management (Crm) By Ravinder Tulsiani
Customer Relationship Management (Crm) By Ravinder TulsianiCustomer Relationship Management (Crm) By Ravinder Tulsiani
Customer Relationship Management (Crm) By Ravinder Tulsiani
 
Crm objectives
Crm objectivesCrm objectives
Crm objectives
 
Chapter 3: Strategic CRM
Chapter 3: Strategic CRMChapter 3: Strategic CRM
Chapter 3: Strategic CRM
 
Analytical CRM
Analytical CRMAnalytical CRM
Analytical CRM
 
CRM Roadmap - Sample
CRM Roadmap - SampleCRM Roadmap - Sample
CRM Roadmap - Sample
 
SAP_CRM
SAP_CRMSAP_CRM
SAP_CRM
 
Crm unit 1
Crm unit 1Crm unit 1
Crm unit 1
 
Customer Relationship Management
Customer Relationship Management Customer Relationship Management
Customer Relationship Management
 
Case study: Asian Operators Designs Strategic Crm Roadmap
Case study: Asian Operators Designs Strategic Crm RoadmapCase study: Asian Operators Designs Strategic Crm Roadmap
Case study: Asian Operators Designs Strategic Crm Roadmap
 
Readiness for CRM - 11 Steps to Plan & Prepare for CRM
Readiness for CRM - 11 Steps to Plan & Prepare for CRMReadiness for CRM - 11 Steps to Plan & Prepare for CRM
Readiness for CRM - 11 Steps to Plan & Prepare for CRM
 
Barriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B MishraBarriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B Mishra
 
CRM Implementation A Six Sigma Way
CRM Implementation A Six Sigma WayCRM Implementation A Six Sigma Way
CRM Implementation A Six Sigma Way
 
Strategic Customer Relationship Management(SCRM)
Strategic Customer Relationship Management(SCRM)Strategic Customer Relationship Management(SCRM)
Strategic Customer Relationship Management(SCRM)
 
Developing a crm strategy
Developing a crm strategyDeveloping a crm strategy
Developing a crm strategy
 
MMS - B2B & CRM Notes
MMS - B2B & CRM Notes MMS - B2B & CRM Notes
MMS - B2B & CRM Notes
 
Managing customers for lifetime business
Managing customers for lifetime businessManaging customers for lifetime business
Managing customers for lifetime business
 
Gartner Competency CRM Model
Gartner Competency CRM ModelGartner Competency CRM Model
Gartner Competency CRM Model
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 

Viewers also liked

Customer Interaction Management
Customer Interaction ManagementCustomer Interaction Management
Customer Interaction Managementbdziwulski
 
Linked Data Platform as a novel approach for Enterprise Application Integra...
Linked Data Platform as a novel approach for Enterprise Application Integra...Linked Data Platform as a novel approach for Enterprise Application Integra...
Linked Data Platform as a novel approach for Enterprise Application Integra...Nandana Mihindukulasooriya
 
Export – import documentation and steps for successful
Export – import documentation and steps for successfulExport – import documentation and steps for successful
Export – import documentation and steps for successfulAkshay Samant
 
Export – import documentation and steps for successful
Export – import documentation and steps for successfulExport – import documentation and steps for successful
Export – import documentation and steps for successfulManish Kumar
 
Collaborative Customer Interaction Management

Collaborative Customer Interaction Management
Collaborative Customer Interaction Management

Collaborative Customer Interaction Management
Capgemini
 
Nouvelles fonctionnalités de votre extranet Availpro
Nouvelles fonctionnalités de votre extranet AvailproNouvelles fonctionnalités de votre extranet Availpro
Nouvelles fonctionnalités de votre extranet AvailproAvailpro
 
Availpro et l'écosystème hôtelier
Availpro et l'écosystème hôtelierAvailpro et l'écosystème hôtelier
Availpro et l'écosystème hôtelierAvailpro
 
Strategic CRM in private banking
Strategic CRM in private bankingStrategic CRM in private banking
Strategic CRM in private bankingJean-Charles Neau
 
Baromètre fidélité 10 avril 2014
Baromètre fidélité 10 avril 2014Baromètre fidélité 10 avril 2014
Baromètre fidélité 10 avril 2014zefid
 
Intelligence marketing, Big data, CRM et n.0 par J-P Aimetti
Intelligence marketing, Big data, CRM et n.0 par J-P AimettiIntelligence marketing, Big data, CRM et n.0 par J-P Aimetti
Intelligence marketing, Big data, CRM et n.0 par J-P AimettiLACT
 
Présentation observatoire fidélité 8avril 2015
Présentation observatoire fidélité 8avril 2015Présentation observatoire fidélité 8avril 2015
Présentation observatoire fidélité 8avril 2015zefid
 
Faire de votre crm une machine a vendre et fideliser 12 02 2014
Faire de votre crm une machine a vendre et fideliser 12 02 2014Faire de votre crm une machine a vendre et fideliser 12 02 2014
Faire de votre crm une machine a vendre et fideliser 12 02 2014echangeurba
 
Le marketing hotelier cas de la chaine eden
Le marketing hotelier cas de la chaine edenLe marketing hotelier cas de la chaine eden
Le marketing hotelier cas de la chaine edenFethi Ferhane
 
Enterprise Application Integration Technologies
Enterprise Application Integration TechnologiesEnterprise Application Integration Technologies
Enterprise Application Integration TechnologiesPeter R. Egli
 
Mémoire Master Moi 2011 Armelle Nguyen programme de fidélité
Mémoire Master Moi 2011 Armelle Nguyen programme de fidélitéMémoire Master Moi 2011 Armelle Nguyen programme de fidélité
Mémoire Master Moi 2011 Armelle Nguyen programme de fidélitéMaster MOI
 
Observatoire de la fidélité AQUITEM/IAE Présentation 26 Mars
Observatoire de la fidélité AQUITEM/IAE Présentation 26 MarsObservatoire de la fidélité AQUITEM/IAE Présentation 26 Mars
Observatoire de la fidélité AQUITEM/IAE Présentation 26 Marszefid
 
Les nouveaux-outils-pour-mieux-fideliser-vos-clients-def
Les nouveaux-outils-pour-mieux-fideliser-vos-clients-defLes nouveaux-outils-pour-mieux-fideliser-vos-clients-def
Les nouveaux-outils-pour-mieux-fideliser-vos-clients-defComarch France
 

Viewers also liked (20)

Crm 1
Crm 1Crm 1
Crm 1
 
Customer Interaction Management
Customer Interaction ManagementCustomer Interaction Management
Customer Interaction Management
 
Linked Data Platform as a novel approach for Enterprise Application Integra...
Linked Data Platform as a novel approach for Enterprise Application Integra...Linked Data Platform as a novel approach for Enterprise Application Integra...
Linked Data Platform as a novel approach for Enterprise Application Integra...
 
Export – import documentation and steps for successful
Export – import documentation and steps for successfulExport – import documentation and steps for successful
Export – import documentation and steps for successful
 
Export – import documentation and steps for successful
Export – import documentation and steps for successfulExport – import documentation and steps for successful
Export – import documentation and steps for successful
 
Collaborative Customer Interaction Management

Collaborative Customer Interaction Management
Collaborative Customer Interaction Management

Collaborative Customer Interaction Management

 
Crose
CroseCrose
Crose
 
FR Digitalist Hoteliers
FR Digitalist HoteliersFR Digitalist Hoteliers
FR Digitalist Hoteliers
 
Nouvelles fonctionnalités de votre extranet Availpro
Nouvelles fonctionnalités de votre extranet AvailproNouvelles fonctionnalités de votre extranet Availpro
Nouvelles fonctionnalités de votre extranet Availpro
 
Availpro et l'écosystème hôtelier
Availpro et l'écosystème hôtelierAvailpro et l'écosystème hôtelier
Availpro et l'écosystème hôtelier
 
Strategic CRM in private banking
Strategic CRM in private bankingStrategic CRM in private banking
Strategic CRM in private banking
 
Baromètre fidélité 10 avril 2014
Baromètre fidélité 10 avril 2014Baromètre fidélité 10 avril 2014
Baromètre fidélité 10 avril 2014
 
Intelligence marketing, Big data, CRM et n.0 par J-P Aimetti
Intelligence marketing, Big data, CRM et n.0 par J-P AimettiIntelligence marketing, Big data, CRM et n.0 par J-P Aimetti
Intelligence marketing, Big data, CRM et n.0 par J-P Aimetti
 
Présentation observatoire fidélité 8avril 2015
Présentation observatoire fidélité 8avril 2015Présentation observatoire fidélité 8avril 2015
Présentation observatoire fidélité 8avril 2015
 
Faire de votre crm une machine a vendre et fideliser 12 02 2014
Faire de votre crm une machine a vendre et fideliser 12 02 2014Faire de votre crm une machine a vendre et fideliser 12 02 2014
Faire de votre crm une machine a vendre et fideliser 12 02 2014
 
Le marketing hotelier cas de la chaine eden
Le marketing hotelier cas de la chaine edenLe marketing hotelier cas de la chaine eden
Le marketing hotelier cas de la chaine eden
 
Enterprise Application Integration Technologies
Enterprise Application Integration TechnologiesEnterprise Application Integration Technologies
Enterprise Application Integration Technologies
 
Mémoire Master Moi 2011 Armelle Nguyen programme de fidélité
Mémoire Master Moi 2011 Armelle Nguyen programme de fidélitéMémoire Master Moi 2011 Armelle Nguyen programme de fidélité
Mémoire Master Moi 2011 Armelle Nguyen programme de fidélité
 
Observatoire de la fidélité AQUITEM/IAE Présentation 26 Mars
Observatoire de la fidélité AQUITEM/IAE Présentation 26 MarsObservatoire de la fidélité AQUITEM/IAE Présentation 26 Mars
Observatoire de la fidélité AQUITEM/IAE Présentation 26 Mars
 
Les nouveaux-outils-pour-mieux-fideliser-vos-clients-def
Les nouveaux-outils-pour-mieux-fideliser-vos-clients-defLes nouveaux-outils-pour-mieux-fideliser-vos-clients-def
Les nouveaux-outils-pour-mieux-fideliser-vos-clients-def
 

Similar to CIM CRM Workshop

Customer Relationship Management (CRM) Overview
Customer Relationship Management (CRM) OverviewCustomer Relationship Management (CRM) Overview
Customer Relationship Management (CRM) OverviewKSieger
 
11 steps to success with Salesforce: adoption to addiction
11 steps to success with Salesforce: adoption to addiction11 steps to success with Salesforce: adoption to addiction
11 steps to success with Salesforce: adoption to addictionDaniel Plume
 
Driving Effectiveness Offer To Orderx
Driving Effectiveness Offer To OrderxDriving Effectiveness Offer To Orderx
Driving Effectiveness Offer To Orderxbasaxby
 
Customer loyalty and technology as crm tool
Customer loyalty and technology as crm toolCustomer loyalty and technology as crm tool
Customer loyalty and technology as crm toolAjit Singh
 
Got CRM - Why You Need Marketing Automation Too --Lamoreaux
Got CRM - Why You Need Marketing Automation Too --LamoreauxGot CRM - Why You Need Marketing Automation Too --Lamoreaux
Got CRM - Why You Need Marketing Automation Too --LamoreauxSherry Lamoreaux
 
Strategies for high-­value relationship marketing in the cloud era
Strategies for high-­value relationship marketing in the cloud eraStrategies for high-­value relationship marketing in the cloud era
Strategies for high-­value relationship marketing in the cloud eraJames Darrall MSc
 
The New Role of the Customer
The New Role of the Customer The New Role of the Customer
The New Role of the Customer SyahirYusof2
 
CRM Presentation - NBMDA Annual Conference
CRM Presentation - NBMDA Annual ConferenceCRM Presentation - NBMDA Annual Conference
CRM Presentation - NBMDA Annual ConferenceIdle Tools Corp
 
New Age Summit 2006 Presentation
New Age Summit 2006 PresentationNew Age Summit 2006 Presentation
New Age Summit 2006 PresentationBrent Leary
 
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)SADANAND MAURYA
 
How To Be A Great Manager
How To Be A Great ManagerHow To Be A Great Manager
How To Be A Great Managerkktv
 
MIS 13 Customer Relationship Management
MIS 13 Customer Relationship ManagementMIS 13 Customer Relationship Management
MIS 13 Customer Relationship ManagementTushar B Kute
 
vdocument.in_crm-project-report-558453c17a8ae.pdf
vdocument.in_crm-project-report-558453c17a8ae.pdfvdocument.in_crm-project-report-558453c17a8ae.pdf
vdocument.in_crm-project-report-558453c17a8ae.pdfGirmaWodajoOfficialc
 

Similar to CIM CRM Workshop (20)

Blueprint for CRM
Blueprint for CRMBlueprint for CRM
Blueprint for CRM
 
Customer Relationship Management (CRM) Overview
Customer Relationship Management (CRM) OverviewCustomer Relationship Management (CRM) Overview
Customer Relationship Management (CRM) Overview
 
Chp06 Crm
Chp06 CrmChp06 Crm
Chp06 Crm
 
11 steps to success with Salesforce: adoption to addiction
11 steps to success with Salesforce: adoption to addiction11 steps to success with Salesforce: adoption to addiction
11 steps to success with Salesforce: adoption to addiction
 
crm
crmcrm
crm
 
CRM Blueprint For NFPs
CRM Blueprint For NFPsCRM Blueprint For NFPs
CRM Blueprint For NFPs
 
Driving Effectiveness Offer To Orderx
Driving Effectiveness Offer To OrderxDriving Effectiveness Offer To Orderx
Driving Effectiveness Offer To Orderx
 
Customer loyalty and technology as crm tool
Customer loyalty and technology as crm toolCustomer loyalty and technology as crm tool
Customer loyalty and technology as crm tool
 
Got CRM - Why You Need Marketing Automation Too --Lamoreaux
Got CRM - Why You Need Marketing Automation Too --LamoreauxGot CRM - Why You Need Marketing Automation Too --Lamoreaux
Got CRM - Why You Need Marketing Automation Too --Lamoreaux
 
Strategies for high-­value relationship marketing in the cloud era
Strategies for high-­value relationship marketing in the cloud eraStrategies for high-­value relationship marketing in the cloud era
Strategies for high-­value relationship marketing in the cloud era
 
Crm12
Crm12Crm12
Crm12
 
Crm1
Crm1Crm1
Crm1
 
The CRM Jungle
The CRM JungleThe CRM Jungle
The CRM Jungle
 
The New Role of the Customer
The New Role of the Customer The New Role of the Customer
The New Role of the Customer
 
CRM Presentation - NBMDA Annual Conference
CRM Presentation - NBMDA Annual ConferenceCRM Presentation - NBMDA Annual Conference
CRM Presentation - NBMDA Annual Conference
 
New Age Summit 2006 Presentation
New Age Summit 2006 PresentationNew Age Summit 2006 Presentation
New Age Summit 2006 Presentation
 
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
CUSTOMER RELATIONSHIP MANAGEMENT(CRM)
 
How To Be A Great Manager
How To Be A Great ManagerHow To Be A Great Manager
How To Be A Great Manager
 
MIS 13 Customer Relationship Management
MIS 13 Customer Relationship ManagementMIS 13 Customer Relationship Management
MIS 13 Customer Relationship Management
 
vdocument.in_crm-project-report-558453c17a8ae.pdf
vdocument.in_crm-project-report-558453c17a8ae.pdfvdocument.in_crm-project-report-558453c17a8ae.pdf
vdocument.in_crm-project-report-558453c17a8ae.pdf
 

More from Thom. Poole

Amersham on the Hill
Amersham on the HillAmersham on the Hill
Amersham on the HillThom. Poole
 
Customer Satisfaction
Customer SatisfactionCustomer Satisfaction
Customer SatisfactionThom. Poole
 
Is the Smart Home fit for purpose?
Is the Smart Home fit for purpose? Is the Smart Home fit for purpose?
Is the Smart Home fit for purpose? Thom. Poole
 
Connected Cars - Do we need them?
Connected Cars - Do we need them?Connected Cars - Do we need them?
Connected Cars - Do we need them?Thom. Poole
 
The Connected World
The Connected WorldThe Connected World
The Connected WorldThom. Poole
 
Secure CRM Management
Secure CRM ManagementSecure CRM Management
Secure CRM ManagementThom. Poole
 
Internet of Things Security
Internet of Things SecurityInternet of Things Security
Internet of Things SecurityThom. Poole
 
Day in the Life of a Senior Marketer
Day in the Life of a Senior MarketerDay in the Life of a Senior Marketer
Day in the Life of a Senior MarketerThom. Poole
 
Getting Recruited into Marketing Roles
Getting Recruited into Marketing RolesGetting Recruited into Marketing Roles
Getting Recruited into Marketing RolesThom. Poole
 
Speed in Digital Marketing (Arabic)
Speed in Digital Marketing (Arabic)Speed in Digital Marketing (Arabic)
Speed in Digital Marketing (Arabic)Thom. Poole
 
L'argumentation commercial pour la vitesse dans le marketing numérique
L'argumentation commercial pour la vitesse dans le marketing numériqueL'argumentation commercial pour la vitesse dans le marketing numérique
L'argumentation commercial pour la vitesse dans le marketing numériqueThom. Poole
 
Der Business-Case für Beschleunigung im digitalen Marketing
Der Business-Case für Beschleunigung im digitalen MarketingDer Business-Case für Beschleunigung im digitalen Marketing
Der Business-Case für Beschleunigung im digitalen MarketingThom. Poole
 
Speed in digital marketing en
Speed in digital marketing enSpeed in digital marketing en
Speed in digital marketing enThom. Poole
 
Marketing Bootcamp
Marketing BootcampMarketing Bootcamp
Marketing BootcampThom. Poole
 
The Business Case for CRM
The Business Case for CRMThe Business Case for CRM
The Business Case for CRMThom. Poole
 
Managing Business Customers on the Web
Managing Business Customers on the WebManaging Business Customers on the Web
Managing Business Customers on the WebThom. Poole
 
Trust and the marketing art of the opt-in
Trust and the marketing art of the opt-inTrust and the marketing art of the opt-in
Trust and the marketing art of the opt-inThom. Poole
 

More from Thom. Poole (20)

Amersham on the Hill
Amersham on the HillAmersham on the Hill
Amersham on the Hill
 
Customer Satisfaction
Customer SatisfactionCustomer Satisfaction
Customer Satisfaction
 
Entrepreneur
EntrepreneurEntrepreneur
Entrepreneur
 
Is the Smart Home fit for purpose?
Is the Smart Home fit for purpose? Is the Smart Home fit for purpose?
Is the Smart Home fit for purpose?
 
Connected Cars - Do we need them?
Connected Cars - Do we need them?Connected Cars - Do we need them?
Connected Cars - Do we need them?
 
The Connected World
The Connected WorldThe Connected World
The Connected World
 
Secure CRM Management
Secure CRM ManagementSecure CRM Management
Secure CRM Management
 
Internet of Things Security
Internet of Things SecurityInternet of Things Security
Internet of Things Security
 
Day in the Life of a Senior Marketer
Day in the Life of a Senior MarketerDay in the Life of a Senior Marketer
Day in the Life of a Senior Marketer
 
Getting Recruited into Marketing Roles
Getting Recruited into Marketing RolesGetting Recruited into Marketing Roles
Getting Recruited into Marketing Roles
 
Speed in Digital Marketing (Arabic)
Speed in Digital Marketing (Arabic)Speed in Digital Marketing (Arabic)
Speed in Digital Marketing (Arabic)
 
L'argumentation commercial pour la vitesse dans le marketing numérique
L'argumentation commercial pour la vitesse dans le marketing numériqueL'argumentation commercial pour la vitesse dans le marketing numérique
L'argumentation commercial pour la vitesse dans le marketing numérique
 
Der Business-Case für Beschleunigung im digitalen Marketing
Der Business-Case für Beschleunigung im digitalen MarketingDer Business-Case für Beschleunigung im digitalen Marketing
Der Business-Case für Beschleunigung im digitalen Marketing
 
Speed in digital marketing en
Speed in digital marketing enSpeed in digital marketing en
Speed in digital marketing en
 
Publish a book
Publish a bookPublish a book
Publish a book
 
Marketing Bootcamp
Marketing BootcampMarketing Bootcamp
Marketing Bootcamp
 
The Business Case for CRM
The Business Case for CRMThe Business Case for CRM
The Business Case for CRM
 
Managing Business Customers on the Web
Managing Business Customers on the WebManaging Business Customers on the Web
Managing Business Customers on the Web
 
Trust and the marketing art of the opt-in
Trust and the marketing art of the opt-inTrust and the marketing art of the opt-in
Trust and the marketing art of the opt-in
 
Mobile Mastery
Mobile MasteryMobile Mastery
Mobile Mastery
 

Recently uploaded

How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...SOFTTECHHUB
 
Supercharge Your eCommerce Stores-acowebs
Supercharge Your eCommerce Stores-acowebsSupercharge Your eCommerce Stores-acowebs
Supercharge Your eCommerce Stores-acowebsGOKUL JS
 
Welding Electrode Making Machine By Deccan Dynamics
Welding Electrode Making Machine By Deccan DynamicsWelding Electrode Making Machine By Deccan Dynamics
Welding Electrode Making Machine By Deccan DynamicsIndiaMART InterMESH Limited
 
Darshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfDarshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfShashank Mehta
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers referencessuser2c065e
 
Unveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesUnveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesDoe Paoro
 
Effective Strategies for Maximizing Your Profit When Selling Gold Jewelry
Effective Strategies for Maximizing Your Profit When Selling Gold JewelryEffective Strategies for Maximizing Your Profit When Selling Gold Jewelry
Effective Strategies for Maximizing Your Profit When Selling Gold JewelryWhittensFineJewelry1
 
20220816-EthicsGrade_Scorecard-JP_Morgan_Chase-Q2-63_57.pdf
20220816-EthicsGrade_Scorecard-JP_Morgan_Chase-Q2-63_57.pdf20220816-EthicsGrade_Scorecard-JP_Morgan_Chase-Q2-63_57.pdf
20220816-EthicsGrade_Scorecard-JP_Morgan_Chase-Q2-63_57.pdfChris Skinner
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...Operational Excellence Consulting
 
EUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersEUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersPeter Horsten
 
business environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxbusiness environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxShruti Mittal
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...ssuserf63bd7
 
20200128 Ethical by Design - Whitepaper.pdf
20200128 Ethical by Design - Whitepaper.pdf20200128 Ethical by Design - Whitepaper.pdf
20200128 Ethical by Design - Whitepaper.pdfChris Skinner
 
Pitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deckPitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deckHajeJanKamps
 
1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdf1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdfShaun Heinrichs
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxmbikashkanyari
 
PSCC - Capability Statement Presentation
PSCC - Capability Statement PresentationPSCC - Capability Statement Presentation
PSCC - Capability Statement PresentationAnamaria Contreras
 
Entrepreneurship lessons in Philippines
Entrepreneurship lessons in PhilippinesEntrepreneurship lessons in Philippines
Entrepreneurship lessons in PhilippinesDavidSamuel525586
 
digital marketing , introduction of digital marketing
digital marketing , introduction of digital marketingdigital marketing , introduction of digital marketing
digital marketing , introduction of digital marketingrajputmeenakshi733
 

Recently uploaded (20)

How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
 
Supercharge Your eCommerce Stores-acowebs
Supercharge Your eCommerce Stores-acowebsSupercharge Your eCommerce Stores-acowebs
Supercharge Your eCommerce Stores-acowebs
 
Welding Electrode Making Machine By Deccan Dynamics
Welding Electrode Making Machine By Deccan DynamicsWelding Electrode Making Machine By Deccan Dynamics
Welding Electrode Making Machine By Deccan Dynamics
 
Darshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfDarshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdf
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers reference
 
WAM Corporate Presentation April 12 2024.pdf
WAM Corporate Presentation April 12 2024.pdfWAM Corporate Presentation April 12 2024.pdf
WAM Corporate Presentation April 12 2024.pdf
 
Unveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesUnveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic Experiences
 
Effective Strategies for Maximizing Your Profit When Selling Gold Jewelry
Effective Strategies for Maximizing Your Profit When Selling Gold JewelryEffective Strategies for Maximizing Your Profit When Selling Gold Jewelry
Effective Strategies for Maximizing Your Profit When Selling Gold Jewelry
 
20220816-EthicsGrade_Scorecard-JP_Morgan_Chase-Q2-63_57.pdf
20220816-EthicsGrade_Scorecard-JP_Morgan_Chase-Q2-63_57.pdf20220816-EthicsGrade_Scorecard-JP_Morgan_Chase-Q2-63_57.pdf
20220816-EthicsGrade_Scorecard-JP_Morgan_Chase-Q2-63_57.pdf
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
 
EUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersEUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exporters
 
business environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxbusiness environment micro environment macro environment.pptx
business environment micro environment macro environment.pptx
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
 
20200128 Ethical by Design - Whitepaper.pdf
20200128 Ethical by Design - Whitepaper.pdf20200128 Ethical by Design - Whitepaper.pdf
20200128 Ethical by Design - Whitepaper.pdf
 
Pitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deckPitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deck
 
1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdf1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdf
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
 
PSCC - Capability Statement Presentation
PSCC - Capability Statement PresentationPSCC - Capability Statement Presentation
PSCC - Capability Statement Presentation
 
Entrepreneurship lessons in Philippines
Entrepreneurship lessons in PhilippinesEntrepreneurship lessons in Philippines
Entrepreneurship lessons in Philippines
 
digital marketing , introduction of digital marketing
digital marketing , introduction of digital marketingdigital marketing , introduction of digital marketing
digital marketing , introduction of digital marketing
 

CIM CRM Workshop