CRM Customer Relationship Management By: Jeff Greco (Cavera Inc.)
|
|
- Silvia Melton
- 8 years ago
- Views:
Transcription
1 CRM Customer Relationship Management By: Jeff Greco (Cavera Inc.)
2 Luncheon Agenda 1: Introduction 2: What is CRM? 3: Why CRM? 4: How CRM can benefit your business. 5: Various types of CRM systems. 6: Basic CRM implementation. 7: Some warnings and drawbacks. 8: Conclusion and questions.
3 Introduction About Me - Jeff Greco - BCOSC w/ Spec. in Business Systems Mgmt. - Cavera Inc. President and CEO. Cavera Studios Interactive Marketing Agency in Sault Ste Marie. Web, Software, Social Media, Creative Marketing. Positive and fresh new strategy for our clientele.
4 How do you manage clients?
5 What is CRM? Acronym for Customer Relationship Management. Gained popularity in the 1990s. Tracks various types of data about customers and clients. Unified access. Code of ethics for privacy.
6 "System" A group of interacting, interrelated or interdependent elements forming a complex whole.
7 What is CRM? CRM is a business philosophy, rather than an application of technology. However, successful CRM employs the use of technology.
8 Why CRM? To gain and retain customers, while growing your business in a cost effective manner. Cost of acquiring new customers can cost 5-7 times more than retaining current ones. Expanding business channels requires new ways to track insight and customer behaviour.
9 CRM is achieved by.. determining customer purchasing habits, opinions and preferences. profiling individuals and groups to more effectively reach your market. changing the way you operate to improve customer service.
10 How CRM can benefit your business Affordable and simple, expensive and complex, or anywhere in between. Benefits outweigh the cost. Leads to...
11 Better customer relations: increased sales through better product delivery timing. identifying customer needs more effectively. effectively cross-selling products or services. identifying the customers with the highest potential for profit.
12 Allows for.. more efficient and direct target marketing aimed towards customer needs. a more personal approach to product or service development, essentially allowing you to adapt to public needs, or the evolving needs of your current client base.
13 Leads to.. enhanced customer satisfaction and retention, as well as increased reputation. increase value from existing customers and reduced cost of sales. correctly identifying and pursuing the most profitable clients while dealing with the less profitable ones in a cost effective manner.
14 Why CRM? Automation of data collection and processing. Automate customer appreciation programs, such as discounts and benefits. Always room for improvement! Centralized access for the entire organization.
15 Types of CRM solutions
16 Types of CRM solutions 1: Outsourced Solutions Web-based application providers. Cookie-cutter Quick
17 Types of CRM solutions 2: Off-the-shelf Solutions Add-on to integrate with an existing system. Low cost. Sacrifices functionality. Find your happy medium.
18 Types of CRM solutions 3: Custom Solution Hiring software engineers. Custom tailored to company needs. Highest cost. Greatest benefit.
19 Types of CRM solutions 4: Managed Solution Cross between custom and outsourced/off-the-shelf. Slightly customized to tailor some needs.
20 How to implement a CRM
21 How to implement a CRM. 1: Collecting Information Necessary information to identify customer needs. Categorize behaviour. Online businesses have an advantage.
22 How to implement a CRM. 2: Storing Information Relational databases. Centralized system.
23 How to implement a CRM. 3: Accessing Information Interdepartmental sharing of data. Simultaneously available to Sales, Management, Marketing, etc.
24 How to implement a CRM. 4: Analyzing Customer Behaviour Depends on implementation. Analyze data to develop new profiles and strategies. Custom solutions can analyze data in real-time.
25 How to implement a CRM. 5: Marketing More Effectively Small percentage of customers generate high percentage of profits. Enables better understanding of customers. Facilitates customer rewards with greatest effect.
26 How to implement a CRM. 6: Enhance Customer Experience Small percentage of unhappy customers take up staff time. Identify unhappy customers' needs and resolve the problem quickly to save time. More time for all other customers. Cost savings and customer retention.
27 Potential Drawbacks
28 Potential Drawbacks 1: Lack of Commitment Employees neglect to adapt to CRM. Cultural change is necessary. Only succeeds if everyone buys in.
29 Potential Drawbacks 2: Poor Communication Company wide involvement. Educate all CRM users on how to utilize the system and its data.
30 Potential Drawbacks 3: Weak Leadership Largest responsibility on management. Lead by example for customer focus. Weak plans must be reassessed.
31 Potential Drawbacks 4: Too much too fast CRM is a process. Risky to implement a complete solution quickly. Management tasked with learning and updating the system accordingly.
32 Potential Drawbacks 5: Adopting Rigid Rules Implementing a system that cannot be modified can be devastating and a waste of money. Allow for change and flexibility during implementation.
33 Conclusion Comes with a cost and requires effort, but benefits are unlimited. Why use it, what the benefits are, the 4 types of CRM, 6 stages of implementation and potential drawbacks. Constantly evolving. More of an art than a science.
34 Thank you!
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 informationLIST OF TABLES. Table No. Table Name Page No. 4.2.5 Frequency tables on customization of services 56
LIST OF TABLES Table No. Table Name Page No. 4.2.1 Respondent s age 48 4.2.2 Cross-tabulation between the ease of opening a bank account and age 4.2.3 Cross tabulation between the ease in opening a bank
More informationGuide to buying CRM Software
Guide to buying CRM Software How to choose the right CRM Software for your business CONTENTS About Computer Weekly 3 About Approved Index 4 Introduction 5 The basics 6 Types of CRM 8 Operational CRM 8
More informationChapter. 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 informationDriving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint
Driving Insurance Profitable Growth Using CRM On Demand Oracle Capital Markets Solutions Footprint Safe Harbor Statement The following is intended to outline our general product direction. It is intended
More informationPerfect 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 informationHow 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 informationCustomer Relationship Management in Indian Life Insurance Sector
Customer Relationship Management in Indian Life Insurance Sector Ashraf Imam Research Scholar, Department of Commerce- Aligarh Muslim University, Aligarh. Abstract Customer relationship management is an
More informationCOCOS HOSTING (Hosting and outsourcing on the COCOS infrastructure)
COCOS HOSTING (Hosting and outsourcing on the COCOS infrastructure) Simplifying Customer Interaction Management with the leading edge technology, best Customer Service and optimum costs. COCOS Hosting
More informationCreating a Cultural Landmark in Sault Ste. Marie
Creating a Cultural Landmark in Sault Ste. Marie Music Education Performance Heritage Downtown Development Music For Our Community Creating a Cultural Landmark in Sault Ste. Marie Music For Our Community
More informationORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION
ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION For many insurance carriers, sales through indirect channels form the largest proportion of their business. However, most carriers do not
More informationHow to Choose a CRM System.
How to Choose a CRM System. Contents How to Choose a CRM System... 3 Understanding CRM... 4 Getting Started... 5 Understanding the Core Components of CRM... 6 Involve the Right People... 7 Select a System
More informationData Products and Services. The one-stop-shop for all your business-to-consumer data requirements
Data Products and Services The one-stop-shop for all your business-to-consumer data requirements Put data and insight back at the heart of your marketing Knowing who to target, when, via what channel and
More informationTuning Incentives To Motivate Sales & Drive Profits. Christopher W. Cabrera, Founder, President & CEO Jeff Williams, Vice President Sales, IronPort
Tuning Incentives To Motivate Sales & Drive Profits Christopher W. Cabrera, Founder, President & CEO Jeff Williams, Vice President Sales, IronPort Agenda Introduction to Xactly Corporation How to Use Incentive
More informationCRM. Booklet. How to Choose a CRM System
CRM Booklet 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
More informationBoost Profits with Better Marketing Analytics
Boost Profits with Better Marketing Analytics Marketing Solutions for the Utilities Industry Publication Date: July, 2014 www.datamentors.com info@datamentors.com 01. Boost Profits with Better Marketing
More informationCRM Evolved Allianz Arena München
CRM Evolved Allianz Arena München #CRMEvolved CRM Evolved Applications Engineered for Evolution Don Schuerman CTO and VP, Product Marketing Delivering On Customer Experience Used To Be Easy In-Person Visit
More informationCUSTOMER 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 informationCustomer Relationship Management Submitted in partial fulfillment of the requirement for the award of degree Of MBA
A Seminar report On Customer Relationship Management Submitted in partial fulfillment of the requirement for the award of degree Of MBA SUBMITTED TO: SUBMITTED BY: www.studymafia.org www.studymafia.org
More informationCloud CRM. Scalable solutions for enterprise deployment
Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated
More information6/10/2015. 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 informationChapter 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 informationRIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE
RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution. 03 Introduction Serve Your Customers Anywhere - Multi-Channel
More informationBest Practices for Improving Customer Service
Best Practices for Improving Customer Service Table of Contents 1 2 3 4 5 6 7 8 Why You Should Read this ebook Understanding the Customer Experience Poor Customer Service and Your Bottom Line 5 Steps to
More information5Ways. to Put Your CRM Data to Work. for You and Your Customers
5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information
More informationCustomer 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 informationCustomer Care for High Value Customers:
Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization
More informationOdin. SMB Cloud InsightsTM UNITED STATES
Odin 2015 SMB Cloud InsightsTM UNITED STATES DEFINITIONS SMBs Defined We define SMBs also known as small and medium enterprises (SMEs) as companies with one to 999 employees. There are around 7 million
More informationWhite Paper. CRM Defining the Value of Customer Loyalty
White Paper CRM Defining the Value of Customer Loyalty CRM Defining The Value of Loyal Customers Written By: Barton Scott Introduction Before we begin our discussion ask yourself this question: What does
More informationInnovatus Marketers Touchpoint LLP - A Marketing and Sales Consulting and Services Firm
Innovatus Marketers Touchpoint LLP - A Marketing and Sales Consulting and Services Firm - Help our Customers Win in the New Era 8/7/2014 For Innovative Outcomes Mega Trends are Reshaping the Industry Buyer
More informationATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS
ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS Maximizer CRM is a completely integrated sales, marketing and customer service and support management solution that enables you to attract prospects,
More informationOncontact CRM 7 The CRM software that does it all.
The CRM software that does it all. Oncontact CRM 7 The CRM software that does it all. Oncontact CRM 7 is the answer. CRM 7 gives your company the competitive edge it needs with a flexible and effective
More informationBanking On A Customer-Centric Approach To Data
Banking On A Customer-Centric Approach To Data Putting Content into Context to Enhance Customer Lifetime Value No matter which company they interact with, consumers today have far greater expectations
More informationCreating the customer experience
Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services
More informationBest Practices for Relationship Marketing
WebTrends 851 SW 6th Ave., Suite 600 Portland, OR 97204 1.503.294.7025 1.503.294.7130 fax US Toll Free 1-877-WebTrends (1-877-932-8736) WebTrends Sales 1.888.932.8736 sales@webtrends.com Europe, Middle
More informationHow is Cloud Computing Impacting the Independent Advisor Market?
Reprint from July 2009 How is Cloud Computing Impacting the Independent Advisor Market? by Julien Mordecai Ask a friend what cloud computing is and you ll likely get a look of bewilderment. Enter a search
More informationEndeavour Dynamics Offering
Endeavour Dynamics Offering Microsoft Dynamics AX 2012 is recognised as a global leading ERP system that supports a single instance strategy for medium to large enterprise companies. Endeavour is proud
More informationWhere Is the Planning in Enterprise Resource Planning (ERP)?
INDUSTRY INSIDER 1 Where Is the Planning in Enterprise Resource Planning (ERP)? By Linda Cabe In today s economy, everyone is trying to do more with less. Economic indicators tell us that manufacturing
More informatione-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES
e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES 1 The Online Opportunity Given the UK Government s recently announced plans to get 12.5
More informationDelivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013
1 Delivering Great Customer Experience Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 Daniel Burian CX Solution Architect 2 1 Proč vlastně? 3 Customer Advocacy In
More informationEngaging with care. Caring about customers Delivering business value. Customer acquisition. Customer retention. Customer care.
Caring about customers Delivering business value Customer acquisition. Customer retention. Customer care. Outsourced Customer and Prospect Management Services www.careline-services.co.uk Our outsourced
More informationPUTTING THE CUSTOMER AT THE HEART OF CUSTOMER SERVICE. A Best Practice Guide to Integrating Customer Service and CRM
PUTTING THE CUSTOMER AT THE HEART OF CUSTOMER SERVICE A Best Practice Guide to Integrating Customer Service and CRM Putting the Customer at the Heart of Customer Service A best practice guide to integrating
More informationDigital Marketing Practices
SURVEY Digital Marketing Practices at Asset Management Firms SUMMER 2015 Copyright 2015. Kurtosys. All rights reserved Executive Summary Introduction In 2012, Kurtosys conducted a survey amongst investors
More informationSurvey Report. Business strategy and technology priorities in the wealth management industry. Examination of top US wealth management firms
Survey Report Business strategy and technology priorities in the wealth management industry Examination of top US wealth management firms Balaji Yellavalli Infosys Ltd. Jaroslaw E. Knapik Datamonitor In
More informationHow Jobvite Works. Share a Jobvite with your network target specific contacts or publish to everyone.
How Jobvite Works A Jobvite is a job invitation you can share with your contacts in social networks. A recruiter or any employee at your company can send Jobvites to help find the right talent for your
More informationwhen it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM
What is CRM? Customer Relationship Management (CRM) is a strategy and a corporate philosophy that puts the customer at the center of business operations so as to increase profits by improving customer
More informationThe State of Manufacturing. A Survey of Key Business Objectives and Challenges among Mid-Market Manufacturing Companies
A Survey of Key Business Objectives and Challenges among Mid-Market Manufacturing Companies Table of Contents Executive Summary..................................................... 3 Methodology...........................................................
More information3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices
CRM Expert Advisor White Paper 3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices Ten years ago, when CRM was nascent in the market, companies believed the technology alone
More informationMeet & Exceed Rising Customer Expectations
Infor Customer Relationship Management Meet & Exceed Rising Customer Expectations Manufacturing businesses today need a customer-centric business strategy to survive and thrive. They must increase customer
More informationEffective Segmentation. Six steps to effective segmentation
Effective Segmentation Six steps to effective segmentation Segmentation is a powerful tool to help achieve your business strategy and drive higher value to your brand. Sure, I hear you say, we all know
More informationOpenScape Contact Center Agile & Enterprise. Customer Service Made Simple.
OpenScape Contact Center Agile & Enterprise Customer Service Made Simple. Serving your Customers, Building your Business. It could be your greatest asset, or your biggest weakness. Is your contact center
More informationMicrosoft Dynamics CRM for Financial Services. Making customers the heart of your business.
Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the
More informationEMPLOYEE ENGAGEMENT: PAVING THE WAY TO HAPPY CUSTOMERS
EMPLOYEE ENGAGEMENT: PAVING THE WAY TO HAPPY CUSTOMERS September, 2015 Omer Minkara, Research Director, Contact Center & Customer Experience Management Michael M. Moon, Research Director, Human Capital
More informationMarketing Automation with Microsoft Dynamics
Marketing Automation with Microsoft Dynamics Deliver impactful marketing campaigns and consistent communications with Microsoft Dynamics CRM for Marketing Provide marketing professionals with robust data
More informationIMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE
IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER WHAT IS UNIFIED OMNICHANNEL CUSTOMER? OUR STORY As veterans of the software and customer service industries, we shared the same pains as
More informationAt a recent industry conference, global
Harnessing Big Data to Improve Customer Service By Marty Tibbitts The goal is to apply analytics methods that move beyond customer satisfaction to nurturing customer loyalty by more deeply understanding
More informationHow healthy is your business?
How healthy is your business? Five Steps for Getting and Retaining Customers in the Fitness, Health and Wellness Industry + Plus, How to determine if a Customer Feedback Management (CFM) Program is right
More informationTerrasoft represents the new generation of cost-effective and results-producing CRM vendors focused exclusively on the mid-enterprise and SME market.
COMPANY Terrasoft represents the new generation of cost-effective and results-producing CRM vendors focused exclusively on the mid-enterprise and SME market. Founded in 2002, the privately held company
More informationSoftware Advice UserView: CRM Software Report. Lessons from real software users
Software Advice UserView: CRM Software Report Lessons from real software users Abstract Software Advice conducted an online survey of 304 customer relationship management (CRM) software users representing
More informationCustomer 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 informationOnline Chapter A The Role of the Systems Analyst
Systems Analysis and Design in a Changing World, sixth edition A-1 Online Chapter A The Role of the Systems Analyst Table of Contents Chapter Overview Learning Objectives Why read this chapter? This chapter
More informationHow to Set Up an In-House Contact Center
How to Set Up an In-House Contact Center Having a contact center allows a company to give the sense to its customers that they are dealing with an established business that cares about its customers. Generally
More informationHelping retailers maximise customer lifetime value
HTK Horizon for Magento Helping retailers maximise customer lifetime value As personalisation becomes increasingly important, marketers need a deeper understanding of each customer to drive loyalty and
More informationHosted CRM Software Benefits and Advantages
Hosted CRM Software Benefits and Advantages S O F T W A R E D E V E L O P E R S - S Y S T E M S F O R C L I E N T M A N A G E M E N T As the popularity and adoption rate of hosted CRM software is on the
More informationHarness the power of data to drive marketing ROI
Harness the power of data to drive marketing ROI I need to get better results from my marketing......and improve my return on investment. Are you directing spend where it ll have the greatest effect? MAKING
More informationAn Executive View of CRM
n Executive View of CRM Executives in an organization are tasked daily with making decisions to drive the business. Those decisions range from product direction, investment opportunities and sales to investor
More informationRunning a successful golf club
Running a successful golf club Issue 1 Membership and Customer Relationship Management (CRM): Why profiling is key to retention An ebook by NFS Technology Group www.nfs- hospitality.com How to run a successful
More informationDriving Operations through Better, Faster Decision Making
Driving Operations through Better, Faster Decision Making Driving Operations through Better, Faster Decision Making Operations faces increasing pressure from all sides. Picky customers know that your competitors
More informationHOW A CRM SOLUTION CAN HELP YOUR BUSINESS Zyprr E-Book Series. www.zyprr.com 1
HOW A CRM SOLUTION CAN HELP YOUR BUSINESS Zyprr E-Book Series www.zyprr.com 1 Contents 1. Introduction: 1. What is CRM 2. Adoption: How to Succeed 1. Executive Buy-in 2. Establish Measurable Goals 3. Understanding
More informationOnline Accounting Software CUSTOMER SERVICE GUIDE
Online Accounting Software CUSTOMER SERVICE GUIDE Why you need to think about customer service Without customers you don t have a business it s as simple as that. Good customer service is absolutely essential
More informationPEOPLE INVOLVEMENT AND THEIR COMPETENCE IN QUALITY MANAGEMENT SYSTEMS * Jarmila ŠALGOVIČOVÁ, Matej BÍLÝ
PEOPLE INVOLVEMENT AND THEIR COMPETENCE IN QUALITY MANAGEMENT SYSTEMS * Jarmila ŠALGOVIČOVÁ, Matej BÍLÝ Authors: Workplace: Assoc. Prof. Jarmila Šalgovičová, PhD., Prof. Matej Bílý, DrSC.* Institute of
More informationEffective Email Communications & Management for the Contact Center : 10 Tips to Help You Improve Customer Service, Build Sales & Promote Your Brand
Effective Email Communications & Management for the Contact Center : 10 Tips to Help You Improve Customer Service, Build Sales & Promote Your Brand What Can an Email ACD Do for Your Contact Center? Differentiate
More informationHow To Create A Call Center With Talkdesk
Sign Up Buy Numbers Add Agents How to Create a Call Center in 5 Minutes with Talkdesk Configure Routing Make Calls How to Create a Call Center in 5 Minutes with Talkdesk Table of Contents Introduction
More informationCRM. 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 informationwhat consumers want from online customer service
European research study: what consumers want from online customer service WHITE PAPER Artificial Solutions White Paper 81% of people would engage with a virtual assistant if it reduced online waiting time
More informationTCF Guidance for Asset Managers
TCF Guidance for Asset Managers What is TCF? TCF stands for Treating Customers Fairly. All FSPs are required to incorporate the 6 TCF outcomes into their business operations. About the guide: This guide
More informationThe questions you ll want to ask yourself when evaluating a CRM system
Contact Management Sales Efficiencies Marketing Efforts Customer Support and Service Accounting Integration Contact Management A spreadsheet stored on one of your customer service representatives' desktop
More informationManaging Customer Relationships With Email
Managing Customer Relationships With Email Opportunities & Challenges The Internet provides streamlined, cost-effective channels for delivering products and services to customers. As a result, today s
More informationDrive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center
SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center Create a better retail experience across multiple
More informationjsecrm Corporate Edition
PIN No: P051163256V VAT No: 0140295M J.S. ENGINE LIMITED P.O. Box 39501 00623 NAIROBI, KENYA TEL: +254 20 3741872 FAX: +254 20 3741889 MOBILE: +254 725 990660 E MAIL: info@jsengine.net WEB: www.jsengine.net
More informationCUSTOMER RELATIONSHIP MANAGEMENT (CRM) CII Institute of Logistics
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CII Institute of Logistics Session map Session1 Session 2 Introduction The new focus on customer loyalty CRM and Business Intelligence CRM Marketing initiatives Session
More informationCRM IN PUBLIC SECTOR GENERAL INSURANCE COMPANIES IN LIBERALIZED DE-TARIFF REGIME
CRM IN PUBLIC SECTOR GENERAL INSURANCE COMPANIES IN LIBERALIZED DE-TARIFF REGIME R.Qaiser, Faculty Member, NIA Pune CRM, as is well known, stands for customer relationship management. It is perceived by
More informationHOW TO MAP THE CUSTOMER JOURNEY
HOW TO MAP THE CUSTOMER JOURNEY 2 The way customers buy products and services have changed forever. Today, if you offer an online service with recurring fees that are dependent on customer renewals, then
More informationCRM as a Service. For Customers in the Cloud
CRM as a Service For Customers in the Cloud Customer Relationship Management Our mission: to help our customer identify, define, design and deliver the best CRM strategy, in terms of For our Customer with
More informationThe Age of the Customer: Focus on Retention
The Age of the Customer: Focus on Retention A 5% increase in customer retention can boost profitability 75%. Does your customer loyalty make the grade? CONTENTS Customer Lifecycle 101: Roadmap to Customer
More informationSINGLE DONOR VIEW FOR CRM SYSTEMS ESTABLISHING A COMPREHENSIVE VIEW OF DONOR INTERACTIONS ACROSS YOUR ORGANISATION
SINGLE DONOR VIEW FOR CRM SYSTEMS ESTABLISHING A COMPREHENSIVE VIEW OF DONOR INTERACTIONS ACROSS YOUR ORGANISATION Why is Single Donor View important in a CRM environment? CRM is becoming more and more
More informationHow to Evaluate a CRM System
How to Evaluate a CRM System Implementing an effective Customer Relationships Management (CRM) software system is becoming increasingly necessary for companies struggling to weather the recession to build
More informationBusiness Intelligence Solutions for Gaming and Hospitality
Business Intelligence Solutions for Gaming and Hospitality Prepared by: Mario Perkins Qualex Consulting Services, Inc. Suzanne Fiero SAS Objective Summary 2 Objective Summary The rise in popularity and
More informationThe CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS
The CRM that Defines Innovation Bill Armistead, Product Sales Specialist CONNECTIONS The CRM that Defines Innovation What is CONNECTIONS? CRM (Customer Relationship Management) Enterprise-wide, web-based,
More informationWhite Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence
Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,
More informationBuilding a High Performance Contact Center with Transera s Call Center App for Salesforce
Building a High Performance Contact Center with Transera s Call Center App for Salesforce WEBSITES: www.loyal3.com TRANSERA PRODUCTS Transera Call Center App for Salesforce THE IMPACT > Streamlined customer
More informationSeven Things Employees Want Most From Their Training
RESEARCH REPORT Seven Things Employees Want Most From Their Training Executive Summary In 2013 we set out to discover what 1,001 office workers really think about training. Commissioning Opinion Matters,
More information5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO
5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO INTRODUCTION 5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO Customer service professionals know better than anyone how fast the world is changing. New channels,
More informationThe 8 Elements of a Successful Sales
The 8 Elements of a Successful Sales Effectiveness Program Introduction: There is lot more to sales effectiveness programs then what meets the eye initially. Some companies focus their efforts of sales
More informationMaximizing Customer Retention: A Blueprint for Successful Contact Centers
Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2
More informationDeveloping a CRM Platform: a Bulgarian case
Developing a CRM Platform: a Bulgarian case SOFIYA VACHKOVA OmegaSoft Ltd. 51 Aleksandar Malinov Blvd., 1712 Sofia BULGARIA sophy.v@gmail.com http://www.omegasoft.bg ELISSAVETA GOUROVA Faculty of Mathematics
More informationChapter 2 INDUSTRIAL BUYING BEHAVIOUR: DECISION MAKING IN PURCHASING
Chapter 1 THE ROLE OF PURCHASING IN THE VALUE CHAIN The role and importance of the purchasing and supply function in the value chain. The difference between concepts such as ordering, buying, purchasing,
More informationManaged Services Technology Stack
Managed Services Technology Stack By George Humphrey, Senior Director, Research, Managed Services, TSIA TECHNOLOGY INSIGHT 1 MANAGED SERVICES TSIA-TI-14-031 December 15, 2014 The Managed Services Technology
More informationIncreasing Marketing ROI with Customer Analytics. 2013 IBM Corporation
Increasing Marketing ROI with Customer Analytics 1 The agenda The Marketer s Evolving Role Data/Analytics Based Decisions Customer Analytics to Increase ROI ROI in Action 2 The Marketer s Evolving Role:
More information