CRM components

1 people
2 process
3 customer
4 product
5 organizationation
Objectives of CRM
1 turn prospects into avocet
2 minimize diffraction
3 have a large proportion of loyal advocate
4 have profitable relation with customer
CRM Cycle
Customer identification>>customer>>>>customer
interaction>>>customization
Barner’s 4Rs
1 Customer retention
2 customer relationship
3 customer referrals
4 customer recovery
Implementing CRM
1 clear objective must be set
2 empowerment to staff
3 regular product innovation
4 convection with customer
5 think of tangible benefits
6 employee must feel a part of the organization
Develop customer satisfaction index
Who should be interviewed?
What should be measured?
What should be measured?
How should satisfaction be measured?
What do the measured mean?
How to use customer satisfaction survey to greatest
effect ?
>Calculation customer acquisition cost
1 New customer per month
2 Website development cost
3 Estimated life of the website
4 Monthly monetary cost
5 monthly promotion cost
Improve customer acquisition
1 industry leading search engineering optimization
2 powerful search and navigation
3 febrile promotion
4 Convenient shopping
Customer interaction management
1 requirement for effective customer interaction
2 key aspect of customer incretion
3 the multi channel infraction management
Importance of customer retention
1 market are stagnant
2 increase in competition
3 rising cost of marketing
4 charges with the channel of distribution
5 customer have changed
Emerging customer retention programs
A)complain management system
1 visibility
2 accessibility
3 responsiveness
4 customer ferused approach
5 accountability
6 continues imbruement
B)service recovery statuaries
C) managing customer waiting
e-CRM allow us to create
1)extended customer relationship
2)competitive service –high value
3)better customer knowledge
4) smooth, efficient customer service
e-CRM aspect
1)Sales force automation
2)Marketing automation
3)Customer automation
Component of e-CRM strategies
1)know your customer
2)customer service
3)Personalization
4)More efficient marketing
5) build customer loyalty
CMM: five level of process marketing for an
organization
1)initial
2)managed
3)defined
4)quantitatively managed
5)optimizing
CRM implementation elements
1)establish and manage expectation
2)CRM to the growth strategy
3)secure executive sponsorship
4)manage “scope creep”
5)ensure data quality
6)even end user adoption
7)understand and manage the risks
ERP integration
1)ERP’s hidden cost
2)planning and project management
3)integration
4)Dirty data
5)testing
6)documentation
7)training
Call center software
1)virtual call center software
2)intelligent agents
3)call center scheduling software
4)call center management software
computer telephony integration(CTI)
functions
1)call info display
2)automatic dialing
3)computer controlled dialing
4)phone control
5) co-ordination phone and data transfer between two
party
6)call center phone control
7)advanced function
8)agent state control
Type of data mining
1)sequence mining
2)web mining
A)resource rending
B)information selection and preprocessing
C)generalization
D)analysis
3)test mining
4)spatial data mining