Sage CRM for Travel solution by Providian

Size: px
Start display at page:

Download "Sage CRM for Travel solution by Providian"

Transcription

1 Sage CRM for Travel solution by Providian

2 Sage CRM for Travel solution by Providian Customer Relationship Management (CRM) delivers a variety of benefits across the full spectrum of the customer ecosystem and provides a rapid return on investment. In this document, we share some of the highlights of the Travel Solution built on the Sage CRM platform and the advantages it offers travel companies. The dynamic and uncertain environment that companies operate in today means that a Travel company needs to differentiate itself by offering unique services around a traveler s journey and needs.

3 Challenges Tourism in SA is a great growth sector, revealing statistics that show that while global tourism expanded only 4.5% per year on average during the past 10 years, the compound annual growth in South Africa s foreign arrivals was 9.3%, with an average spend per arrival of R In addition combined revenue from all accommodation categories rose by 14% in The success of the travel company depends on its customer satisfaction levels. This fact is often overlooked as a travel company may question why they need a CRM solution over and above existing booking systems. There are many factors that need to be considered. Travel companies are selling an information-rich product and will need to leverage off a multitude of resources both on and offline in order to engage and satisfy their customers. Sage CRM for Travel will ensure a rewarding travel experience for your customers both before and after their journey. Sage CRM for Travel helps focus your services, business processes and staff on the acquisition and retention of loyal customers by efficiently responding to their individual needs and values, ensuring your customers remain your customers. In order to improve your business, you need to have a solid understanding of the relationship that exists between your marketing and your sales. Far better to have a system specifically designed for this purpose than to try and adapt a booking system which will become cluttered and disjointed trying to provide for this. CRM solutions drive relationship marketing whereas a booking system is used for transaction marketing. Sustainability of a business depends very much on the relationship with its customers or clients. While new customers are important and ensure growth, managing and retaining existing customers is crucial to the ongoing success of the business - knowing your customers likes and dislikes is one case in point. Travel companies need to know what types of holidays and activities appeal to both outbound and inbound travelers. What are the key decision making factors that will impact destination selection among the South African eco- travelers? How, when, what and where do you communicate with these best prospect customers? Sage CRM provides this vital information quickly and easily, enabling you to respond to your customers needs with the right information, efficiently making sure your customers remain your customers!

4 Transaction Marketing Vs Relationship Marketing Transaction Marketing Focus on Single Sale Emphasis on Product Features Low Customer Service Emphasis One Way Communication Limited Customer Commitment Focus on new Customers Short Time Scale Relationship Marketing Focus on Customer Retention Emphasis on Product Benefits High Customer Focus On Going Dialogue with the Customer High Customer Commitment Focus on cross selling to existing customers Long Time Scale Typical challenges faced by travel companies: Customer databases (Corporate & Retail) exist in disparate islands of information Knowing the Customer and Understanding the Customer s needs Find ways to up sell / cross sell to them in the future Retain customers by ensuring customer satisfaction

5 Initiatives for Travel Companies Initiative 1 Collect the right data and make sure it s all in one place. Travel companies can leverage off valuable customer data such as enquiries and bookings, analyse this information and identify future opportunities, thereby boosting profitability. Is the travel company collecting the right data? Be a data detective and start piecing the clues together to build a profile for creating and maintaining a relationship to drive retention and increase sales. Usually, information flows in from diverse channels like websites, s etc and is lost amidst the huge amount of data that is typical of almost all companies. Also, to make matters worse this data is not stored in a central repository, thereby complicating business processes and hampering customer satisfaction. Initiative 3 The travel company must recognize the value in customer information and incorporate this in its marketing strategy. Accurate customer information means maximum customer retention, increased sales and profitability. Initiative 4 Plan to reduce the operational costs of internal interactions with customers over a three year time frame. Initiative 5 Benchmark, track and increase average revenue from corporate clients and retail customers. By having all data in one place it means the travel company can include everyone in target selections for tactical campaigns and for strategic communications. Initiative 2 Use the data to segment and select your customers to improve campaign performance. A Travel company can use the data to create segmentation to make campaigns relevant or to tailor the offer. One can select by customer information (e.g. location, age, gender) or by type of customer such as corporate or retail and by booking or enquiry information (previous trips, departure point, seasonality, etc) to create the best targeted audience for a specific offer. Connecting with the customer s wants and needs is critical for success and is a tried and tested strategy adopted by many businesses.

6 Highlights Identify, develop and retain high value customers Quick access to correct information is vital in order to manage and retain your existing customers. In addition, you will be able to lengthen a customer s life cycle by offering a wider portfolio of products. The CRM tool automates procedures and reports for agents. Large amounts of data are efficiently processed, enhancing the efficiency of travel agents, allowing them to focus on clients and prospects. All customer issues, addressed and resolved are stored and available in the knowledge base. This helps in training or retraining staff to resolve differing issues. Enhance customer satisfaction and loyalty by knowing more about customers such as their itinerary/booking information, payments, invoices, travel history, preferences etc. An extensive and detailed range of reports is available, providing precise reporting and analysis of the company and agents activities. Scanned / HTML / PDF booking details linked to each transaction are available in CRM Analyze most travelled destination, most preferred Airline/Hotel, most travelled leisure destination and many more such summaries. CRM will track your customers searches on your website and provide a Graphical view of customer relationships.

7 Screenshots of Travel CRM Enquiries & Sales Automation

8 Marketing Campaigns & E-Marketing & Social Marketing (Customer & Prospect Campaigns)

9 Customer Service (Customer Support Ticket Process)

10 Booking Engine Integration

11 About Sage CRM Sage CRM is used by over 12,000 organisations in 70 countries worldwide to manage their critical sales, marketing and customer service activities every day. Award-winning Sage CRM equips businesses with the tools they need to find new customers, close sales faster and build lasting, more profitable relationships across all channels. Regardless of how, when or where customers, partners and prospects choose to interact with your business, Sage CRM provides a decisive advantage by delivering a comprehensive, easy-to-use sys-tem to successfully manage these relationships.

12 Sage ERP Africa Sage Technology Park Western Service Road Gallo Manor 2191 South Africa T F

Sage CRM for Media solution by Providian

Sage CRM for Media solution by Providian Sage CRM for Media solution by Providian Sage CRM for Media solution by Providian The media and entertainment (M&E) industry is one of the fastest growing industries in the country. The various segments

More information

Sage CRM for Real Estate solution by Providian

Sage CRM for Real Estate solution by Providian Sage CRM for Real Estate solution by Providian Sage CRM for Real Estate solution by Providian Some Real Estate organisations are still asking why CRM?. Industries such as pharmaceuticals and financial

More information

Enhancing productivity. Enabling success. Sage CRM

Enhancing productivity. Enabling success. Sage CRM Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Sage CRM Focused Sales Management

Sage CRM Focused Sales Management Sage CRM Focused Sales Management Equipping your sales team with the complete customer information and the necessary tools to enable them to do their job effectively is very important. Sage CRM empowers

More information

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in Enhance Your Business Relationships with SageCRM www.sagesoftware.co.in Accelerate Your Performance with True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell

More information

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM I White Paper Enhance Your Business Relationships With Accelerate Your Performance With True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell him a new product.

More information

Targeted Marketing Effectiveness

Targeted Marketing Effectiveness Targeted Marketing Effectiveness Plan, execute and measure your campaigns An invaluable tool for marketers, helps you to plan, execute, and measure the success of every marketing campaign. It becomes much

More information

Transforming the Way to Market, Sell and Service

Transforming the Way to Market, Sell and Service Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship

More information

Your relationships. Your information. Your CRM.

Your relationships. Your information. Your CRM. Your relationships. Your information. Your CRM. Your relationships. Your information. Your CRM. In short, this means CRM without compromise. Your processes for identifying prospects, acquiring customers,

More information

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience Delivering service differentiation through customer experience CHASE RESPONSE MAY 2010 The marketplace Companies are facing an increasingly competitive landscape where the battle for market share and changing

More information

Sage CRM Targeted Marketing Effectiveness

Sage CRM Targeted Marketing Effectiveness Sage CRM Targeted Marketing Effectiveness Gaining a deeper understanding of your customers and their buying behaviour is critical in today s competitive marketplace. Sage CRM provides powerful tools for

More information

Sage CRM. Communicate, Collaborate, Compete with Sage CRM

Sage CRM. Communicate, Collaborate, Compete with Sage CRM Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface

More information

Maxxton introduces Newyse ERP: a new Hospitality Management solution for Vacation Rentals, Tourism and Holiday organizations

Maxxton introduces Newyse ERP: a new Hospitality Management solution for Vacation Rentals, Tourism and Holiday organizations Maxxton introduces Newyse ERP: a new Hospitality Management solution for Vacation Rentals, Tourism and Holiday organizations Maxxton is the leading company in Enterprise Resource Planning Solutions for

More information

Successful Analytics for Retail Marketers

Successful Analytics for Retail Marketers Successful Analytics for Retail Marketers Best practices for integrating analytics into your marketing strategy In the highly competitive retail marketplace, there is always a need to try and stay one

More information

Corporate travel solutions Driving business travel success

Corporate travel solutions Driving business travel success Corporate travel solutions Driving business travel success Optimize and enhance the corporate travel journey Best-in-class travel technology Today s business travel ecosystem relies on a network of resources

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

The Case for Commercial Data The Time to Act is Now

The Case for Commercial Data The Time to Act is Now Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser

More information

Exceptional Customer Service

Exceptional Customer Service Exceptional Customer Service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy means

More information

mobile pbx The key to unlocking the SOHO/SME opportunity

mobile pbx The key to unlocking the SOHO/SME opportunity mobile pbx The key to unlocking the SOHO/SME opportunity In some countries up to 95% OF BUSINESS USERS are in the SOHO and SME segment. Mobile PBX the key to unlocking the SOHO/SME opportunity Business

More information

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures from heightened

More information

SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL INDUSTRY

SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL INDUSTRY SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL Dr. A.R. Annadurai* INDUSTRY Abstract: Social CRM is an advanced form of customer relationship management that uses social media services,

More information

CRM. Know your business. Grow your business.

CRM. Know your business. Grow your business. CRM Know your business. Grow your business. Welcome to Sage CRM Sage CRM is an affordable, adaptable and easy to use CRM solution designed with the needs of small and medium sized companies at its core.

More information

Enhancing productivity, enabling. Success. Sage CRM

Enhancing productivity, enabling. Success. Sage CRM Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Customer Relationship Management - a strategic approach

Customer Relationship Management - a strategic approach Sage CRM Solutions Customer Relationship Management - a strategic approach Managing interactions with prospects and customers effectively and profitably is a fundamental part of business. Success depends

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

CRM Marketing Automation Buyers Guide

CRM Marketing Automation Buyers Guide 2 CRM gn n i io t e at k ar om M ut A Buyers Guide CHAPTER 1 Introduction M Contacts e Process The term CRM (Customer Relationship Management) has long been used in the enterprise world, but is becoming

More information

Seven ways to boost customer loyalty and profitability through an empowered contact center

Seven ways to boost customer loyalty and profitability through an empowered contact center Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as

More information

Customer Analysis CUSTOMER VALUE CUSTOMER CUSTOMER ASSESSMENT SEGMENTATION MANAGEMENT

Customer Analysis CUSTOMER VALUE CUSTOMER CUSTOMER ASSESSMENT SEGMENTATION MANAGEMENT Customer CUSTOMER VALUE CUSTOMER CUSTOMER ASSESSMENT SEGMENTATION MANAGEMENT Companies are continuing to adopt a more customer-centric approach to doing business, realizing that in this competitive marketplace,

More information

White Paper. Real-time Customer Engagement and Big Data are Changing Marketing

White Paper. Real-time Customer Engagement and Big Data are Changing Marketing Real-time Customer Engagement and Big Data are Changing Marketing Real-time Customer Engagement and Big Data are Changing Marketing Marketing is rapidly approaching to what marketers have often dreamed

More information

Insurance customer retention and growth

Insurance customer retention and growth IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer

More information

Financial Services. Market Insights, Drivers & Best Practices

Financial Services. Market Insights, Drivers & Best Practices Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those

More information

Realizing CRM Success

Realizing CRM Success Realizing CRM Success An Exclusive CRM Position Paper for RFG Clients January 2005 2005 Raddon Financial Group, Inc. 701 East 22nd St., Suite 400 Lombard, IL 60148 p. 800-827-3500 f. 630-792-8700 www.raddon.com

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Inbound Marketing Strategies Dahlia Benaroya Dahlia Web Designs LLC 1-888-7-DAHLIA

Inbound Marketing Strategies Dahlia Benaroya Dahlia Web Designs LLC 1-888-7-DAHLIA Inbound Marketing Strategies Dahlia Benaroya Dahlia Web Designs LLC 1-888-7-DAHLIA The business world is advancing day by day, through valuable marketing and promotions. What is the procedure of this unbeaten

More information

Driving Profits from Loyalty

Driving Profits from Loyalty Driving Profits from Loyalty Overview 1 P a g e 5 Steps to Driving Profit from Loyalty 1. Customer Portfolio Analysis This is the first step on the road to customer profitability where we can begin to

More information

6 Steps to Creating a Successful Marketing Database

6 Steps to Creating a Successful Marketing Database 6 Steps to Creating a Successful Marketing Database Why Invest in a Marketing Database? An organisation that has an ineffective marketing database, multiple databases that cannot communicate with one another,

More information

Data management for improved customer experience and higher returns

Data management for improved customer experience and higher returns Data management for improved customer experience and higher returns An Experian Whitepaper Data management for improved customer experience and higher returns - 1 Table of contents 1. Executive summary

More information

MORE PROFITABLE SALES STRATEGIES.

MORE PROFITABLE SALES STRATEGIES. 1 MSXI SALES EXCELLENCE SOLUTIONS MORE PROFITABLE SALES STRATEGIES. fueled by challenge. powering success.sm 2 GLOBAL AUTOMOTIVE EXPERTISE. MSXI s Sales Excellence Solutions systematically optimize your

More information

Make Your Business Simple Using FobessCRM

Make Your Business Simple Using FobessCRM Make Your Business Simple Using FobessCRM 1 FobessCRM at a Glance Built for Planning Prepare and manage content Design channel strategy Decide targeted campaigns Freedom in Interaction Approach customers

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Fitness First. Customer Engagement: Overview. Case Study

Fitness First. Customer Engagement: Overview. Case Study Customer Engagement: Fitness First Overview Company Fitness First is a leading fitness brand Challenge To maximise the effectiveness of its marketing, Fitness First needed to turn raw customer data into

More information

Focused Sales Management

Focused Sales Management Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling

More information

30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous

30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous 30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous #fbforum2014 Onboarding A series of targeted multi-channel communications

More information

perspective Customer Relationship Management Solutions for effective Customer & Dealer Management Abstract

perspective Customer Relationship Management Solutions for effective Customer & Dealer Management Abstract perspective Customer Relationship Management Solutions for effective Customer & Dealer Management Abstract Large numbers of OEMs / auto manufacturers are looking for integrated ways to manage their customers.

More information

Product Information Management and Enterprise Applications

Product Information Management and Enterprise Applications White Paper Product Information Management and Enterprise Applications PIM Complements PLM, ERP, and Other Applications in Your Organization An Executive Overview www.enterworks.com Introduction There

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

2006 www.insight.com/uk

2006 www.insight.com/uk How to choose a CRM System How to choose a CRM System This guide is designed to help you build a business case for a CRM system, form an effective project team, ask the right questions, identify the challenges

More information

Ayrshire and Arran Tourism Partnership Plan Reviewed April 2007

Ayrshire and Arran Tourism Partnership Plan Reviewed April 2007 Ayrshire and Arran Tourism Partnership Plan Reviewed April 2007 1 AYRSHIRE & ARRAN TOURISM PARTNERSHIP PLAN AND THE TOURISM FRAMEWORK FOR CHANGE 2006-2009 Introduction In March 2004 the Minister for Culture,

More information

Customer Relationship Management

Customer Relationship Management IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your

More information

MDM-Powered Cloud Computing to Boost Sales. Leverage Master Data Management(MDM) for operational effectiveness of sale organization

MDM-Powered Cloud Computing to Boost Sales. Leverage Master Data Management(MDM) for operational effectiveness of sale organization MDM-Powered Cloud Computing to Boost Sales Leverage Master Data Management(MDM) for operational effectiveness of sale organization Panigrahi, Subhrajyoti (Subbu) 3/1/2011 Table of Contents Building an

More information

Webtrends for Retail

Webtrends for Retail Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your

More information

to Maximize Return on Investment with Marketing Automation

to Maximize Return on Investment with Marketing Automation 4 Ways to Maximize Return on Investment with Marketing Automation 4 Ways to Maximize Return on Investment with Marketing Automation The Challenge: Maximising the time and money you invest in the online

More information

Marketing Manager - Competitive Salary + Bonus & Benefits - West London

Marketing Manager - Competitive Salary + Bonus & Benefits - West London Marketing Manager About the Job Marketing Manager - Competitive Salary + Bonus & Benefits - West London Reports to: Direct Reports: CEO Marketing Executive (Copywriting) Marketing Executive (Tender Management)

More information

2012 Maximizer Software Ltd.

2012 Maximizer Software Ltd. 2 7 Steps to Enhance Your CRM Performance Table of Contents Enhancing CRM... 3 Step 1: Define processes... 4 Step 2: Define polices... 8 Step 3: Plan performance metrics... 12 Step 4: Review structure...

More information

Chapter 5: Customer Relationship Management. Introduction

Chapter 5: Customer Relationship Management. Introduction Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Sage CRM Rapid Route to Success & Value Rapid Route to Success Ease-of-Use Fast, Flexible Deployment Ease-of- Anywhere Access Business Integration Ease-of- Customisation

More information

Navsya Technologies Pvt. Ltd. BlueChilli CRM

Navsya Technologies Pvt. Ltd. BlueChilli CRM Navsya Technologies Pvt. Ltd. BlueChilli CRM Solution Agenda What is CRM? CRM SFA Overview System Features Sample Screenshots What Is CRM? How does it differ from simple contact management? Customer Facing

More information

Perfect Customer Relationship Management (CRM) System

Perfect Customer Relationship Management (CRM) System Al-Andalus Software Development & Technology Co. Perfect Customer Relationship Management (CRM) System Product Overview Overview Perfect Customer Relationship Management (CRM) System empowers your sales,

More information

Content creation remains important as ever. Lead generation is still important, but lead nurturing is growing

Content creation remains important as ever. Lead generation is still important, but lead nurturing is growing Introduction As consumers flock to the internet, the marketing industry continues to evolve and expand. As this happens, traditional models of marketing begin to lose efficiency and new types of marketing

More information

IBM Unica and Cincom Synchrony : A Smarter Partnership

IBM Unica and Cincom Synchrony : A Smarter Partnership DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements

More information

Customer Relationship Management: Tool or Philosophy?

Customer Relationship Management: Tool or Philosophy? Customer Relationship Management: Tool or Philosophy? A system cannot understand itself. The transformation requires a view from outside. - W. Edward Deming CRM a general perspective: A successful CRM

More information

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT

More information

Sage CRM Living breathing business

Sage CRM Living breathing business Sage CRM Living breathing business Sage CRM Contents 4 What is Customer Relationship Management? 5 Sage CRM 7 How can Sage CRM support your business? 8 How Sage CRM Benefits Sales Teams 10 How Sage CRM

More information

Targeted measurable marketing

Targeted measurable marketing Targeted measurable marketing Plan, execute, and measure your campaigns An invaluable tool for marketers, Sage CRM enables your marketing teams to plan, execute, and measure the success of every marketing

More information

Target and Acquire the Multichannel Insurance Consumer

Target and Acquire the Multichannel Insurance Consumer Neustar Insights Whitepaper Target and Acquire the Multichannel Insurance Consumer Increase Conversion by Applying Real-Time Data Across Channels Contents Executive Summary 2 Are You Losing Hot Leads?

More information

Ten Steps to CRM Success. A Customer Relationship Management White Paper

Ten Steps to CRM Success. A Customer Relationship Management White Paper A Customer Relationship Management White Paper 10 Steps to CRM Success i Table of Contents Step1: It s all About the Customer... 1 Who Are Your Customers?... 1 Define Customer Attributes... 1 Step 2: Build

More information

Customer Relationships Management. Ayca Turhan Hacettepe University Department Of Business Administration

Customer Relationships Management. Ayca Turhan Hacettepe University Department Of Business Administration Customer Relationships Management Ayca Turhan Hacettepe University Department Of Business Administration What is CRM? A strategy for managing a company s relationships with clients and potential clients.

More information

PIVOTAL CRM RETAIL INDUSTRY

PIVOTAL CRM RETAIL INDUSTRY PIVOTAL CRM RETAIL INDUSTRY PROVIDING RETAIL ORGANIZATIONS WITH A COMPETITIVE EDGE Pivotal CRM for Retail delivers 36O o business insight to stay ahead of competition COMMITTED TO MEETING INDIVIDUAL NEEDS

More information

Targeted measurable marketing

Targeted measurable marketing Targeted measurable marketing Plan, execute, and measure your campaigns An invaluable tool for marketers, Sage CRM enables your marketing teams to plan, execute, and measure the success of every marketing

More information

Shell CRM 2020. October 2014

Shell CRM 2020. October 2014 Shell CRM 2020 October 2014 MOST CONFIDENTIAL 2 2 THE SITE OF THE FUTURE RETAIL VISION Experience Role in Retail Strategy BEST FUELS RETAILER IN THE WORLD Accelerate Future Heartlands Defend and Grow the

More information

Mass customization: The next step in the evolution of email marketing. www.campaigner.com

Mass customization: The next step in the evolution of email marketing. www.campaigner.com Mass customization: The next step in the evolution of email marketing www.campaigner.com Introduction Studies and statistics continue to support the fact that email remains the top performer among all

More information

PERFORMANCE DIGITAL PLATFORMS

PERFORMANCE DIGITAL PLATFORMS 1 PERFORMANCE DIGITAL PLATFORMS www.tneniaga.com DISCOVERY & CONSULTANCY 2 Viable opportunities Cool facts 18m 88% Facebook users in Malaysia People use the internet as part of their daily routine 79%

More information

Whitepaper The Role of Customer Relationship Management (CRM) Solutions for the Outbrokerage

Whitepaper The Role of Customer Relationship Management (CRM) Solutions for the Outbrokerage Whitepaper The Role of Customer Relationship Management (CRM) Solutions for the Outbrokerage Agency Management Case Managers Underwriting Specialists Table of Contents The opportunity...3 The advantage

More information

Lead Management. Guide

Lead Management. Guide Lead Management Guide OVERVIEW This document examines the importance of strategy, assets and technology when considering a Lead Management process. The document provides background, points for discovery,

More information

Next Best Action Using SAS

Next Best Action Using SAS WHITE PAPER Next Best Action Using SAS Customer Intelligence Clear the Clutter to Offer the Right Action at the Right Time Table of Contents Executive Summary...1 Why Traditional Direct Marketing Is Not

More information

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011 CRM On Demand now hosted locally in Europe An Oracle White Paper 2011 Innovation, fuelled by the rapid development of new technologies, continues to drive competitive advantage in the area of customer

More information

E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty

E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty Lecture 8 E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty CRM Defined a combination of business process & technology that seeks to understand a company s customers from the perspective

More information

Sage 300 Distribution

Sage 300 Distribution Sage 300 Distribution Win new markets, satisfy your customers, deliver high-quality products and services and steer your business in the right direction with Sage 300 Distribution! In this ever increasing

More information

Amadeus Cars Technology Solutions. Cars. Love cars. & love Amadeus

Amadeus Cars Technology Solutions. Cars. Love cars. & love Amadeus Amadeus Cars Technology Solutions Cars Love cars & love Amadeus Love cars, love Amadeus & seize new opportunities We re passionate about cars and we re passionate about you. Working together, we can build

More information

Good Sports Outdoor Outfitters Uses Cross-Channel Marketing to Generate Store Traffic and Sales

Good Sports Outdoor Outfitters Uses Cross-Channel Marketing to Generate Store Traffic and Sales Good Sports Outdoor Outfitters Uses Cross-Channel Marketing to Generate Store Traffic and Sales Casestudytemplate.indd 1 5/30/12 8:10 AM 1 Find over 500 other case studies on digital print applications

More information

How to Choose a CRM System

How to Choose a CRM System When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning your selection process. That s why we created this guide to

More information

Explore Higher Levels of Customer Loyalty

Explore Higher Levels of Customer Loyalty Explore Higher Levels of Customer Loyalty TRANSIT Sonata s Travel Analytics Solution Product Engineering Enterprise IT Services Technology Infrastructure www.sonata-software.com DEPTH MAKES A DIFFERENCE

More information

How to increase Marketing Efficiency to Gain and Retain Customers

How to increase Marketing Efficiency to Gain and Retain Customers How to increase Marketing Efficiency to Gain and Retain Customers How marketing automation and CRM can help a midsized business consolidate data, improve customer information, streamline marketing efforts,

More information

The SAS Solution for Enterprise Marketing Automation - Opening Session Demo

The SAS Solution for Enterprise Marketing Automation - Opening Session Demo The SAS Solution for Enterprise Marketing Automation - Opening Session Demo Randy Betancourt & Nelle Schantz World Wide Marketing SAS Institutue CRM is a process with key steps Customer Focus Case study

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Customer Centric Banking. June 2014, IBU Banking, SAP

Customer Centric Banking. June 2014, IBU Banking, SAP Customer Centric Banking June 2014, IBU Banking, SAP EMPOWERED CUSTOMERS ARE 79% 53% 59% Digitally Connected of customers spend at least 50% of total shopping time researching brands online. Socially Networked

More information

Predictive Customer Interaction Management

Predictive Customer Interaction Management Predictive Customer Interaction Management An architecture that enables organizations to leverage real-time events to accurately target products and services. 2 TABLE OF CONTENTS 1 Introduction...3 2 Architecture...5

More information

Five Steps to Successful Prospecting With Permission Email Marketing. By Karen Talavera President, Synchronicity Marketing

Five Steps to Successful Prospecting With Permission Email Marketing. By Karen Talavera President, Synchronicity Marketing Five Steps to Successful Prospecting With Permission Email Marketing By Karen Talavera President, Synchronicity Marketing Five Steps To Successful Prospecting with Permission Email Marketing Email marketing

More information

CUSTOMER RELATIONSHIP MANAGEMENT FOR SME BANKING SYLLABUS

CUSTOMER RELATIONSHIP MANAGEMENT FOR SME BANKING SYLLABUS SYLLABUS This course is intended for those interested in how to develop and deliver a Customer Relationship Management based approach for SME banking customers. It is geared for senior and middle management

More information

Digital Marketing Institute s. Professional Diploma in Digital Selling. Validated by the Syllabus Advisory Council (SAC)

Digital Marketing Institute s. Professional Diploma in Digital Selling. Validated by the Syllabus Advisory Council (SAC) Digital Marketing Institute s Professional Diploma in Digital Selling Validated by the Syllabus Advisory Council (SAC) Content Professional Diploma in Digital Selling Welcome Course overview Course content

More information

Chapter 4: Implementing the CRM Strategy

Chapter 4: Implementing the CRM Strategy Chapter 4: Implementing the CRM Strategy Overview Topics discussed: Elements of a CRM System Customer Interphase / Touch Points CRM Applications Return on Investment (ROI) of CRM CRM Costs Why is ROI of

More information

Customer Segmentation and Profitability

Customer Segmentation and Profitability Customer Segmentation and Profitability Building Loyal, Profitable Customers S O L U T I O N P A P E R : FINANCIAL SERVICES SOLUTION PAPER: FINANCIAL SERVICES Customer Segmentation and Profitability Building

More information

The Power of Personalizing the Customer Experience

The Power of Personalizing the Customer Experience The Power of Personalizing the Customer Experience Creating a Relevant Customer Experience from Real-Time, Cross-Channel Interaction WHITE PAPER SAS White Paper Table of Contents The Marketplace Today....1

More information

How successful is your campaign and promotion management? Towards best-practice campaign management strategies

How successful is your campaign and promotion management? Towards best-practice campaign management strategies How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

Email Media: CRM opportunities from employee email traffic $ CONVERSION RETENTION PERSONALISATION PROFILING

Email Media: CRM opportunities from employee email traffic $ CONVERSION RETENTION PERSONALISATION PROFILING Email Media: CRM opportunities from employee email traffic $ CONVERSION RETENTION PERSONALISATION PROFILING CRM opportunities from employee email traffic No matter how sophisticated a company s CRM programme

More information

Mass customization: The next step in the evolution of email marketing

Mass customization: The next step in the evolution of email marketing white papers Mass customization: The next step in the evolution of email marketing Introduction. The studies and statistics continue to support the fact that email remains the top performer among all other

More information

IT & Management Consulting Services

IT & Management Consulting Services 2008 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Excel, Microsoft Dynamics,

More information

CRM. Paul Stobart, CEO, UK and Ireland Region, Sage (UK) Limited. SG0040 04 CRM Direct mail 05.02.07

CRM. Paul Stobart, CEO, UK and Ireland Region, Sage (UK) Limited. SG0040 04 CRM Direct mail 05.02.07 CRM CRM SG0040 04 CRM Direct mail 05.02.07 At Sage, we understand that mid-sized and larger businesses have varied and complex requirements. From accounting and payroll through to CRM and ERP, we offer

More information