The document discusses Customer Relationship Management (CRM) and Electronic Customer Relationship Management (E-CRM). CRM aims to optimize profitability through enhanced customer satisfaction by automating and enhancing customer-centric processes. E-CRM expands on traditional CRM by integrating electronic channels like web, wireless, and voice technologies. E-CRM provides avenues for business-customer-employee interactions through web technologies and combines software, hardware, and processes to support enterprise-wide CRM strategies. The goals of both CRM and E-CRM are to maximize revenue from existing customers, provide excellent service using integrated customer information, and introduce consistent channel processes to acquire, enhance, and retain profitable customers.
Customer relationship management (CRM) involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. The key aspects of CRM include understanding customer needs, increasing customer satisfaction and loyalty, and reducing costs by resolving complaints efficiently. CRM systems aim to understand current and potential customers in order to maximize their lifetime value. Operational CRM provides support for front-office customer interactions while analytical CRM analyzes customer data to understand behavior. Collaborative CRM enhances collaboration with customers and partners. Measuring customer satisfaction is important for retaining customers and improving business performance.
The document discusses customer relationship management (CRM) and its evolution with technology. It explains that CRM aims to optimize profitability through enhanced customer satisfaction, automating and enhancing customer-centric processes. eCRM expands traditional CRM by integrating electronic channels like web and wireless technologies. Effective eCRM requires understanding customers, capturing and analyzing data, and providing personalized, targeted experiences across channels to improve customer retention and reduce costs.
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
Customer relationship management (CRM) refers to the principles, practices and guidelines that an organization follows when interacting with its customers. CRM involves compiling customer data, analyzing customer behavior, and developing customized communications to retain and attract customers. The goal of CRM is to improve customer service, increase customer retention and loyalty, and maximize profits.
This document provides an overview of customer relationship management (CRM) implementation. It discusses:
1. The 8 steps to developing a CRM roadmap: gaining sponsorship, gathering information, assessing the current and future states, identifying value opportunities, linking opportunities to capabilities, defining projects/requirements, developing business cases, and creating a rollout strategy.
2. Emerging trends in CRM like near-field communication, location-based services, augmented reality, social media on mobile as a customer service channel, and next-generation mobile apps.
3. The "4Ps" of CRM roadblocks: process issues around modifying business processes, perception challenges of viewing CRM as enabling rather than mandatory, privacy concerns
The document discusses customer relationship management (CRM) and its evolution since the 1960s. It defines CRM as an integrated system using software and databases to manage customer-focused business processes throughout a customer's relationship with a business. The objectives of CRM include creating customer value, gaining competitive advantage, and increasing customer service and efficiency. Traditional CRM focuses on automation, while strategic CRM aims to build high-value customer relationships. Information technology plays a key role in CRM through personalized communication. The implementation of a CRM system requires a strategic review and selection of appropriate technologies and partners.
This document discusses customer relationship management (CRM). It defines CRM as a business strategy to understand, anticipate, and respond to customer needs to grow relationships. There are five types of CRM: analytical, collaborative, operational, geographic, and sales intelligence. The purpose of CRM is to create value for customers and the company. Implementing CRM requires a strategic review and addressing infrastructure, vendors, and future needs. Technology like loyalty cards and CRM software help gather customer data to personalize service. Benefits include reduced costs, increased satisfaction, and long term profitability.
Customer relationship management (CRM) involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. The key aspects of CRM include understanding customer needs, increasing customer satisfaction and loyalty, and reducing costs by resolving complaints efficiently. CRM systems aim to understand current and potential customers in order to maximize their lifetime value. Operational CRM provides support for front-office customer interactions while analytical CRM analyzes customer data to understand behavior. Collaborative CRM enhances collaboration with customers and partners. Measuring customer satisfaction is important for retaining customers and improving business performance.
The document discusses customer relationship management (CRM) and its evolution with technology. It explains that CRM aims to optimize profitability through enhanced customer satisfaction, automating and enhancing customer-centric processes. eCRM expands traditional CRM by integrating electronic channels like web and wireless technologies. Effective eCRM requires understanding customers, capturing and analyzing data, and providing personalized, targeted experiences across channels to improve customer retention and reduce costs.
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
Customer relationship management (CRM) refers to the principles, practices and guidelines that an organization follows when interacting with its customers. CRM involves compiling customer data, analyzing customer behavior, and developing customized communications to retain and attract customers. The goal of CRM is to improve customer service, increase customer retention and loyalty, and maximize profits.
This document provides an overview of customer relationship management (CRM) implementation. It discusses:
1. The 8 steps to developing a CRM roadmap: gaining sponsorship, gathering information, assessing the current and future states, identifying value opportunities, linking opportunities to capabilities, defining projects/requirements, developing business cases, and creating a rollout strategy.
2. Emerging trends in CRM like near-field communication, location-based services, augmented reality, social media on mobile as a customer service channel, and next-generation mobile apps.
3. The "4Ps" of CRM roadblocks: process issues around modifying business processes, perception challenges of viewing CRM as enabling rather than mandatory, privacy concerns
The document discusses customer relationship management (CRM) and its evolution since the 1960s. It defines CRM as an integrated system using software and databases to manage customer-focused business processes throughout a customer's relationship with a business. The objectives of CRM include creating customer value, gaining competitive advantage, and increasing customer service and efficiency. Traditional CRM focuses on automation, while strategic CRM aims to build high-value customer relationships. Information technology plays a key role in CRM through personalized communication. The implementation of a CRM system requires a strategic review and selection of appropriate technologies and partners.
This document discusses customer relationship management (CRM). It defines CRM as a business strategy to understand, anticipate, and respond to customer needs to grow relationships. There are five types of CRM: analytical, collaborative, operational, geographic, and sales intelligence. The purpose of CRM is to create value for customers and the company. Implementing CRM requires a strategic review and addressing infrastructure, vendors, and future needs. Technology like loyalty cards and CRM software help gather customer data to personalize service. Benefits include reduced costs, increased satisfaction, and long term profitability.
CRM involves developing long-term relationships with valuable customers through personalized attention. It maximizes customer lifetime value. A successful CRM implementation requires trained staff, good data use, integration of front and back office systems, and management support. CRM provides benefits like increased sales and profits but also risks like too much information or poor integration.
CRM is a competitive strategy and process of acquiring, reacting and partnering with selective customers to create superior value for the company and the customer.
E-CRM involves using digital technologies like databases, email, and social media to maximize sales to existing customers and encourage ongoing customer relationships. It focuses on customer selection, acquisition, retention, and extension. E-CRM allows companies to gather unified customer information, respond faster to customers, build loyalty, and gain competitive advantages like increased income and reduced costs. Examples of e-CRM include using customer data to send personalized emails, recommendations, loyalty programs, and call center CRM software to improve customer service.
There are four types of CRM: operational CRM, analytical CRM, collaborative CRM, and front office and back office CRM. Operational CRM differentiates customers based on economic value and expectations. Analytical CRM analyzes customer buying behavior. Collaborative CRM allows different departments to share customer information to improve customer service and satisfaction. Front office CRM manages customer touchpoints while back office CRM uses data and intelligence to gain customer knowledge.
Customer Relationship Management (CRM) is a comprehensive strategy and process to acquire, retain, and partner with selective customers. It focuses on putting customers at the core of a company's processes and practices through strategic planning, marketing techniques, and relationship building. CRM uses technology to achieve ongoing dialogue with customers across all contact points and provide personalized treatment to valuable customers to increase retention and marketing effectiveness. It involves targeting, understanding, attracting, qualifying, and developing loyal customers over their lifetime with a company.
The document discusses electronic customer relationship management (E-CRM). It defines E-CRM as using information technology to integrate internal resources and external marketing strategies to understand and fulfill customer wants. E-CRM offers sharing of information and analytical tools to analyze customer needs and maintain long-term relationships. Key components of an E-CRM strategy include collaborative technologies, web services, e-sales, e-marketing, e-profiling, and e-services. The document also outlines advantages like mass customization and convenient customer access, and disadvantages such as difficulty identifying business problems and potential network failures irritating customers.
Customer relationship management unit 1 introductionGanesha Pandian
The document discusses customer relationship management (CRM). It defines CRM as a business strategy focused on identifying and building loyalty with profitable customers. CRM has evolved from functional approaches like sales automation to more strategic approaches. Relationship marketing aims to create long-term partnerships rather than isolated transactions. CRM provides benefits like increased revenue, customer retention, and knowledge. It requires organizational support and changes business processes to focus on customer needs.
The document discusses customer relationship management (CRM) in the pharmaceutical industry. It defines CRM and explains its importance. It discusses key aspects of CRM including identifying customer needs, developing long-term relationships through trust and value, integrating customer data and channels, and the roles of salespeople in relationship building and management. The document also outlines factors driving the need for CRM and strategies to individualize CRM through customer segmentation, understanding, and integration across departments.
Customer relationship management (CRM) involves tracking customer interactions to improve customer service and target marketing. CRM software supports these processes by allowing customer data to be entered, stored, and accessed across departments. While CRM generally refers to software, vendors emphasize a holistic approach is also needed for success.
This document provides an overview of customer relationship management (CRM) concepts and technologies. It defines CRM as a business strategy that integrates internal and external processes to create and deliver value to targeted customers for profit. The document outlines four types of CRM: strategic, operational, analytical, and collaborative. It also discusses CRM solutions, components of the CRM ecosystem, analytics, and knowledge management.
CRM refers to Customer Relationship Management. It is a process that addresses all aspects of identifying customers, creating customer knowledge, building customer relationships and shaping their perceptions of the organization and its products. CRM aims to develop and maintain long-term relationships with strategically significant customers through an IT-enabled business strategy that optimizes profitability, revenue and customer satisfaction. Successful CRM requires gathering customer data from various touchpoints and analyzing it to gain insights to improve customer satisfaction and organizational performance.
1) The document discusses the application of e-customer relationship management (e-CRM) and how it uses internet technologies to manage customer relationships and personalize marketing messages.
2) It explains the objectives of e-CRM, which include effectively managing customer relationships and increasing customer loyalty through improved satisfaction.
3) The key differences between traditional CRM and e-CRM are described, with e-CRM using more modern internet and wireless technologies for customer contacts.
Customer relationship management (CRM) refers to the process of creating and maintaining relationships with customers through an integrated approach. The goal of CRM is to improve customer retention and profitability by delivering enhanced customer value at each step through identifying, attracting, differentiating, and retaining customers. Key aspects of CRM include analytical CRM to gain insights from customer data, operational CRM to manage customer interactions, and collaborative CRM to facilitate information sharing. Common CRM activities involve sales force automation, customer service, marketing automation, and field service management.
This document discusses concepts related to customer relationship management (CRM) and its implementation. It covers CRM marketing initiatives, sales force automation, campaign management, call centers, practices of CRM in different sectors like consumer markets and services. It also discusses potential issues in CRM implementation like customer dissatisfaction, lack of resources or culture change, and recommends information technology tools to enable CRM like Hubspot, Zoho CRM, and defining a CRM roadmap.
Electronic Customer Relationship Management (E-CRM)
E-CRM This concept is derived from E-commerce. It also uses net
environment i.e., intranet, extranet and internet
Definition of E-CRM: Electronic CRM concerns all forms of managing
relationships with customers making use of Information Technology (IT).
E-CRM (Electronic Customer Relationship Management) expands the
traditional CRM techniques by integrating new electronic channels, such
as Web, wireless, and voice technologies and combines it with e-business
applications into the overall enterprise CRM strategy.
The goal is to drive consistency within all channels relative to sales,
customer service and marketing initiatives to achieve a flawless customer
experience and maximize customer satisfaction, customer loyalty and
revenue.
Operational CRM generally refers to services that allow an organization to take care of their customers. It provides support for various business processes, which can include sales, marketing and service. Contact and call centers, data aggregation systems and web sites are a few examples of operational CRM. If your company has a high customer turnover, or perhaps high service costs, Operational CRM Solutions is a tool that can help you solve your problems. The high tech expertise of CRM gives you access to information about your customer as well as giving you a clear view of your customers needs.
t is a systematic approach to analyze customer data and interactions to improve various business processes in Sales, Marketing and Service. The main purpose of Analytical CRM is to gather customer information from various channels and gain knowledge about customers’ behaviors and buying pattern as much as possible. It helps an organization to develop new marketing strategy, campaign management, customer acquisition and retention.
This document discusses customer relationship management (CRM). CRM is a strategy and business process for acquiring, managing, and retaining customers to maximize profitability, revenue, and loyalty. The benefits of CRM for marketers include improved sales, profits, reduced costs, and better customer satisfaction and retention. CRM also benefits customers through decreased costs, increased satisfaction, timely deliveries, and personalized services. There are three main types of CRM: operational, analytical, and collaborative. Key components and goals of implementing an effective CRM strategy are also outlined.
OMC methods are used by online firms to communicate with consumers and build strong brand expectations. OMC has two purposes: to strengthen the brand by informing consumers about features, and to promote sales by encouraging purchase. Common OMC methods include online advertising, direct email marketing, online catalogs, and public relations.
E-CRM, or electronic customer relationship management, uses information technology to integrate internal organization resources and external marketing strategies to understand and fulfill customer needs. It allows companies to manage relationships with customers through digital channels like the internet, intranet, and extranet. Successful e-CRM implementation requires developing customer-centric strategies, redesigning workflow systems, re-engineering processes, and supporting the right technologies. Mobile CRM is also growing in popularity as it allows for a more personal connection with customers through wireless devices.
The document discusses the evolution and purpose of customer relationship management (CRM). It began as a way for companies to individually contact all customers in the 1980s but became unwieldy. Newer software in the 1990s made CRM more effective by allowing companies to better track customer data and give incentives to loyal customers. The purpose of CRM is to integrate customer-facing processes and automate them to improve customer service, gather customer insights, and strengthen relationships. However, some are concerned about potential privacy issues from companies collecting extensive customer data.
This document discusses Customer Relationship Management (CRM) and its role in call centers. It defines CRM as a strategy that focuses on acquiring, retaining and partnering with selective customers to create value for both the company and customer. CRM leverages technology, marketing techniques and tools to build internal and external relationships. It explains that CRM plays an important role in call centers by collecting and storing customer data, which helps call center agents better understand customers and provide personalized service. Implementing CRM software can benefit call centers by reducing costs, improving customer service levels and increasing productivity and satisfaction.
CRM involves developing long-term relationships with valuable customers through personalized attention. It maximizes customer lifetime value. A successful CRM implementation requires trained staff, good data use, integration of front and back office systems, and management support. CRM provides benefits like increased sales and profits but also risks like too much information or poor integration.
CRM is a competitive strategy and process of acquiring, reacting and partnering with selective customers to create superior value for the company and the customer.
E-CRM involves using digital technologies like databases, email, and social media to maximize sales to existing customers and encourage ongoing customer relationships. It focuses on customer selection, acquisition, retention, and extension. E-CRM allows companies to gather unified customer information, respond faster to customers, build loyalty, and gain competitive advantages like increased income and reduced costs. Examples of e-CRM include using customer data to send personalized emails, recommendations, loyalty programs, and call center CRM software to improve customer service.
There are four types of CRM: operational CRM, analytical CRM, collaborative CRM, and front office and back office CRM. Operational CRM differentiates customers based on economic value and expectations. Analytical CRM analyzes customer buying behavior. Collaborative CRM allows different departments to share customer information to improve customer service and satisfaction. Front office CRM manages customer touchpoints while back office CRM uses data and intelligence to gain customer knowledge.
Customer Relationship Management (CRM) is a comprehensive strategy and process to acquire, retain, and partner with selective customers. It focuses on putting customers at the core of a company's processes and practices through strategic planning, marketing techniques, and relationship building. CRM uses technology to achieve ongoing dialogue with customers across all contact points and provide personalized treatment to valuable customers to increase retention and marketing effectiveness. It involves targeting, understanding, attracting, qualifying, and developing loyal customers over their lifetime with a company.
The document discusses electronic customer relationship management (E-CRM). It defines E-CRM as using information technology to integrate internal resources and external marketing strategies to understand and fulfill customer wants. E-CRM offers sharing of information and analytical tools to analyze customer needs and maintain long-term relationships. Key components of an E-CRM strategy include collaborative technologies, web services, e-sales, e-marketing, e-profiling, and e-services. The document also outlines advantages like mass customization and convenient customer access, and disadvantages such as difficulty identifying business problems and potential network failures irritating customers.
Customer relationship management unit 1 introductionGanesha Pandian
The document discusses customer relationship management (CRM). It defines CRM as a business strategy focused on identifying and building loyalty with profitable customers. CRM has evolved from functional approaches like sales automation to more strategic approaches. Relationship marketing aims to create long-term partnerships rather than isolated transactions. CRM provides benefits like increased revenue, customer retention, and knowledge. It requires organizational support and changes business processes to focus on customer needs.
The document discusses customer relationship management (CRM) in the pharmaceutical industry. It defines CRM and explains its importance. It discusses key aspects of CRM including identifying customer needs, developing long-term relationships through trust and value, integrating customer data and channels, and the roles of salespeople in relationship building and management. The document also outlines factors driving the need for CRM and strategies to individualize CRM through customer segmentation, understanding, and integration across departments.
Customer relationship management (CRM) involves tracking customer interactions to improve customer service and target marketing. CRM software supports these processes by allowing customer data to be entered, stored, and accessed across departments. While CRM generally refers to software, vendors emphasize a holistic approach is also needed for success.
This document provides an overview of customer relationship management (CRM) concepts and technologies. It defines CRM as a business strategy that integrates internal and external processes to create and deliver value to targeted customers for profit. The document outlines four types of CRM: strategic, operational, analytical, and collaborative. It also discusses CRM solutions, components of the CRM ecosystem, analytics, and knowledge management.
CRM refers to Customer Relationship Management. It is a process that addresses all aspects of identifying customers, creating customer knowledge, building customer relationships and shaping their perceptions of the organization and its products. CRM aims to develop and maintain long-term relationships with strategically significant customers through an IT-enabled business strategy that optimizes profitability, revenue and customer satisfaction. Successful CRM requires gathering customer data from various touchpoints and analyzing it to gain insights to improve customer satisfaction and organizational performance.
1) The document discusses the application of e-customer relationship management (e-CRM) and how it uses internet technologies to manage customer relationships and personalize marketing messages.
2) It explains the objectives of e-CRM, which include effectively managing customer relationships and increasing customer loyalty through improved satisfaction.
3) The key differences between traditional CRM and e-CRM are described, with e-CRM using more modern internet and wireless technologies for customer contacts.
Customer relationship management (CRM) refers to the process of creating and maintaining relationships with customers through an integrated approach. The goal of CRM is to improve customer retention and profitability by delivering enhanced customer value at each step through identifying, attracting, differentiating, and retaining customers. Key aspects of CRM include analytical CRM to gain insights from customer data, operational CRM to manage customer interactions, and collaborative CRM to facilitate information sharing. Common CRM activities involve sales force automation, customer service, marketing automation, and field service management.
This document discusses concepts related to customer relationship management (CRM) and its implementation. It covers CRM marketing initiatives, sales force automation, campaign management, call centers, practices of CRM in different sectors like consumer markets and services. It also discusses potential issues in CRM implementation like customer dissatisfaction, lack of resources or culture change, and recommends information technology tools to enable CRM like Hubspot, Zoho CRM, and defining a CRM roadmap.
Electronic Customer Relationship Management (E-CRM)
E-CRM This concept is derived from E-commerce. It also uses net
environment i.e., intranet, extranet and internet
Definition of E-CRM: Electronic CRM concerns all forms of managing
relationships with customers making use of Information Technology (IT).
E-CRM (Electronic Customer Relationship Management) expands the
traditional CRM techniques by integrating new electronic channels, such
as Web, wireless, and voice technologies and combines it with e-business
applications into the overall enterprise CRM strategy.
The goal is to drive consistency within all channels relative to sales,
customer service and marketing initiatives to achieve a flawless customer
experience and maximize customer satisfaction, customer loyalty and
revenue.
Operational CRM generally refers to services that allow an organization to take care of their customers. It provides support for various business processes, which can include sales, marketing and service. Contact and call centers, data aggregation systems and web sites are a few examples of operational CRM. If your company has a high customer turnover, or perhaps high service costs, Operational CRM Solutions is a tool that can help you solve your problems. The high tech expertise of CRM gives you access to information about your customer as well as giving you a clear view of your customers needs.
t is a systematic approach to analyze customer data and interactions to improve various business processes in Sales, Marketing and Service. The main purpose of Analytical CRM is to gather customer information from various channels and gain knowledge about customers’ behaviors and buying pattern as much as possible. It helps an organization to develop new marketing strategy, campaign management, customer acquisition and retention.
This document discusses customer relationship management (CRM). CRM is a strategy and business process for acquiring, managing, and retaining customers to maximize profitability, revenue, and loyalty. The benefits of CRM for marketers include improved sales, profits, reduced costs, and better customer satisfaction and retention. CRM also benefits customers through decreased costs, increased satisfaction, timely deliveries, and personalized services. There are three main types of CRM: operational, analytical, and collaborative. Key components and goals of implementing an effective CRM strategy are also outlined.
OMC methods are used by online firms to communicate with consumers and build strong brand expectations. OMC has two purposes: to strengthen the brand by informing consumers about features, and to promote sales by encouraging purchase. Common OMC methods include online advertising, direct email marketing, online catalogs, and public relations.
E-CRM, or electronic customer relationship management, uses information technology to integrate internal organization resources and external marketing strategies to understand and fulfill customer needs. It allows companies to manage relationships with customers through digital channels like the internet, intranet, and extranet. Successful e-CRM implementation requires developing customer-centric strategies, redesigning workflow systems, re-engineering processes, and supporting the right technologies. Mobile CRM is also growing in popularity as it allows for a more personal connection with customers through wireless devices.
The document discusses the evolution and purpose of customer relationship management (CRM). It began as a way for companies to individually contact all customers in the 1980s but became unwieldy. Newer software in the 1990s made CRM more effective by allowing companies to better track customer data and give incentives to loyal customers. The purpose of CRM is to integrate customer-facing processes and automate them to improve customer service, gather customer insights, and strengthen relationships. However, some are concerned about potential privacy issues from companies collecting extensive customer data.
This document discusses Customer Relationship Management (CRM) and its role in call centers. It defines CRM as a strategy that focuses on acquiring, retaining and partnering with selective customers to create value for both the company and customer. CRM leverages technology, marketing techniques and tools to build internal and external relationships. It explains that CRM plays an important role in call centers by collecting and storing customer data, which helps call center agents better understand customers and provide personalized service. Implementing CRM software can benefit call centers by reducing costs, improving customer service levels and increasing productivity and satisfaction.
Service marketing- customer relationship managementsksbatish
customer relation management in service sector, the profitability segmentation of customers in service marketing, service marketing, the types of customers in various segmentation,
The document provides information about customer relationship management (CRM). It begins with defining CRM as an approach to managing a company's interactions with current and future customers by analyzing customer data to improve business relationships and customer retention. It then discusses key CRM concepts like customer value, expectations, satisfaction, acquisition, retention, loyalty and lifetime value. Specific examples of how Amazon and Apple use CRM strategies like data collection, personalization and recommendations are also provided. The document aims to explain the evolution and importance of CRM for business growth and customer focus.
Municipal
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our st
Customer Relationship Management (Crm) By Ravinder TulsianiRavinder Tulsiani
CRM is a strategy for managing relationships with customers that involves integrating sales, marketing, customer service and other functions. It aims to understand customers' needs and provide personalized experiences across channels to acquire, retain and grow customers profitably. Key aspects of CRM include active CRM which stores centralized customer data, operational CRM which automates customer processes, collaborative CRM which enables direct customer communication, and analytical CRM which analyzes customer data. Successful CRM implementation requires aligning the strategy with business goals, implementing in stages, customizing to business needs, and gaining user adoption through training.
E-CRM helps e-marketing in several key ways:
1. E-CRM allows companies to better understand customer needs and behaviors by collecting data across various online customer touchpoints.
2. This customer data and insights can then be used to personalize marketing campaigns and offers for better customer engagement.
3. E-CRM also streamlines marketing processes like campaign management, targeting, creative development, and performance tracking to reduce costs and improve effectiveness.
4. By integrating E-CRM data and tools into their overall marketing strategy, companies can enhance customer relationships and generate more value over the long-term.
Customer relationship management (CRM) involves managing relationships with customers to increase customer retention and profits. CRM focuses on acquiring new customers, enhancing existing customer relationships, and retaining valuable customers. It provides tools to track customer interactions, personalize services, and reward loyal customers. While CRM can increase profits when implemented correctly, many projects fail due to lack of preparation, stakeholder participation, and not addressing underlying business process issues first. Trends in CRM include operational CRM to improve customer convenience, analytical CRM to tailor offers to customers, and collaborative CRM to improve supply chain responsiveness.
The document discusses the role of management information systems (MIS) in customer relationship management (CRM). It defines CRM and outlines its major components, including contact management, sales, marketing, customer service, and retention programs. It also describes the four phases of CRM: acquire, enhance, retain, and recover customers. The document emphasizes using MIS to enable personalized customer experiences online, integrate customer data, facilitate ordering and billing, and provide after-sales support. Implementing CRM successfully with MIS can improve customer service, targeting, and staff efficiency while also presenting challenges like operations handling and security issues.
E-supply chain management (E-SCM) involves using the internet to coordinate activities between manufacturers, suppliers, distributors, retailers, and customers to deliver goods and services efficiently. It aims to reduce costs by minimizing inventory and expediting information sharing. Key aspects of E-SCM include product, information, and financial flows coordinated across the supply chain using internet technologies like extranets and e-commerce sites. The benefits are improved efficiency, reduced costs and inventory, increased competitiveness, customer satisfaction and profitability.
CRM systems help companies manage relationships with customers by providing a single view of each customer across all customer touchpoints and channels. CRM integrates sales, marketing, and customer service processes through a centralized database and software tools. While CRM aims to improve customer retention and experiences, many implementations fail due to a lack of change management and business process preparation prior to system rollout.
The document discusses Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems. It states that while ERP focuses on automating back-office functions to improve organizational efficiency, CRM aims to provide effectiveness through reducing costs, identifying markets, and improving customer satisfaction. The two systems are complementary, with CRM focusing on front-office customer-facing processes and ERP providing resources and operations. Integrating CRM and ERP allows companies to provide faster customer service through an enabled network.
Customer relationship management and supply chain managementRohit Kumar
Customer relationship management (CRM) is a model for managing a company's interactions with current and future customers using technology to organize sales, marketing, customer service, and technical support. CRM helps companies identify and reward loyal customers to retain business, acquire new customers through improved marketing efficiency, and enhance customer service to keep customers happy. Effective CRM requires centralizing customer data, supporting mobility, and flexibility to customize the software to user needs.
Salesforce CRM is today’s popular cloud-based CRM which is preferably improving the business standards worldwide. Salesforce training has been increasing the chances of various business owners to move their companies to peak grades in the market. However, having a knowledge on CRM and its types helps one to understand and efficiently use any kind of it for the appropriate purpose.
This document provides an overview of customer relationship management (CRM). It begins with definitions of CRM, including that it is an approach to managing a company's interactions with current and future customers by analyzing customer data to improve business relationships and customer retention. It describes the evolution of CRM due to changes in customer power in the 1980s. It then covers CRM concepts like the types of CRM, scope and benefits of CRM, and factors influencing customer value from the customer's perspective. Finally, it provides an example of how Amazon successfully implements CRM through collecting customer data, personalizing recommendations, offering customer support, and tailoring the customer experience.
CRM or Customer Relationship Management software allows businesses to organize customer data, track interactions, and analyze customer needs and preferences. It automates many customer-facing processes to save time and resolve issues quickly. Businesses can use the customer information and insights from CRM systems to improve customer satisfaction, convert leads, and increase sales. When combined with tools like CTI that integrate phone systems with CRM, businesses can provide personalized customer experiences by having relevant customer information displayed when agents receive calls. This level of customization and convenience increases customer loyalty and encourages repeat business that is important for growth.
Customer Relationship Management (CRM) is a strategy and process to build relationships with valuable customers through acquiring, retaining, and partnering with them. CRM uses technology to integrate customer data across departments to increase profits and productivity. It puts customers at the core of a company's processes. Call centers have benefited from CRM by using customer data collected from calls to provide better customer service and increase customer satisfaction. CRM software allows call centers to store valuable customer information that representatives can access to handle calls more efficiently with shorter call times and improved customer understanding. This leads to increased productivity and customer loyalty for call centers.
Customer relationship management (CRM) refers to the processes and technologies used to manage relationships with customers. It involves tracking customer interactions across sales, marketing, customer service, and other functions. The key components of CRM include contact and account management, sales, marketing and fulfillment, customer service and support, and retention and loyalty programs. CRM systems allow companies to better understand customer needs and provide personalized customer experiences.
Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.
The document discusses the history and evolution of customer relationship management (CRM) systems. It describes how CRM began as a way to personalize customer interactions and integrate customer data across business units. Early CRM systems were not well-integrated and lacked advanced technology. However, competition and new technologies prompted businesses to adopt more sophisticated, integrated CRM solutions. The document also outlines several leading CRM software vendors and their product offerings. Finally, it predicts continued strong growth in the CRM market driven by more personalized, real-time customer interactions across multiple channels.
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2. What does Customer Relationship
Management (CRM) mean?
• CRM is a strategy by which
companies optimize profitability
through enhanced customer
satisfaction.
• CRM is about automating and
enhancing the customer centric
business processes of Sales,
Marketing, and Service.
• CRM also focuses on added customer loyalty that
directly affects the organization’s bottom line.
3. CRM works to ensure that all customer-interfacing organizational
functions (i.e., sales, marketing, technical support) are efficient and
synchronized, ensuring that former and potential customers are
adequately and appropriately served.
The most critical purpose of CRM is to manage each instance of the
company’s customer interaction. CRM manages, stores and
disseminates customer information with many built-in tools that can
be applied to raw data pertaining to a customer or any given category
of customer. For example, data may be analyzed to segregate
customers according to demographic, occupation and age, etc.
CRM plays a vital role in an organization’s marketing and research
departments. For example, if data indicates that a majority of customers
are from Texas, a sales and marketing department can customize
strategies for that state. These and other data-mining efforts may show
trends to help businesses make better strategic decisions, utilizing
technology wisely to serve the needs and wants of customers.
4. The goals of CRM
Using existing relationships to grow revenue
Using integrated information for excellent service
Introducing consistent, replicable channel processes
and procedures
5. Managing the customer life cycle: the
three phases of CRM
Acquiring new customers
Enhancing the profitability of existing customers
Retaining profitable customers for life
Acquire Enhanc
e
Retain
It costs six times more to sell to a new customer than to sell to an
existing one, (Ravi k. et al, 2001)
6. Today’s Customers
• Are sophisticated.
• Are price sensitive.
• Are demanding.
• Live time-compressed lives.
• Want their needs met.
• Want their products fast with
greater convenience.
7. Today’s companies are:
• Are digital companies.
• Flatten (less hierarchy).
• Location Independent.
• Flexibility.
• Low transaction and
coordinating cost.
• Using strong IT infrastructure
(Enterprise software, hardware,
Internet, LAN,WAN etc....).
8. What does Electronic Customer
Relationship Management (E-CRM) mean?
e CRM is the process of maximizing sales to the existing customer,
encouraging continuous relationships through the use of digital
communications technologies such as operational databases,
personalized web messages, Customer Service, Email and
Social Media Marketing.
9. ECRM is the customer focused management of the whole
eBusiness relationship with each customer, in order to measure,
create and increase income and reduce costs for each customer &
segment and thus to generate greater positive lifetime value.
Put simply, eCRM means
CRMdatabase access via the Web. It
means Intranet access for internal users,
extranet access for business partners and
customers and of course, Internet access
for themarket at large.
10. • e-CRM expands the traditional CRM techniques by integrating
new electronic channels, such as Web, wireless, and voice
technologies and combines it with e-business applications into the
overall enterprise CRM strategy.
Traditional CRM + Internet = e-CRM
11. Electronic customer relationship management provides an avenue for
interactions between a business, its customers and its employees
through Web-based technologies. The process combines software,
hardware, processes and management’s commitments geared toward
supporting enterprise-wide CRM business strategies
Electronic customer relationship management (E-CRM) is the
application of Internet-based technologies such as emails, websites,
chat rooms, forums and other channels to achieve CRM objectives.
It is a well-structured and coordinated process of CRM that
automates the processes in marketing, sales and customer service.
An effective E-CRM increases the efficiency of the processes as
well as improves the interactions with customers and enables
businesses to customize products and services that meet the
customers’ individual needs.
12. A typical E-CRM strategy involves collecting customer
information, transaction history and product information, click
stream and contents information. It then analyzes the customer
characteristics to give a transactional analysis consisting of the
customer's profile and transactional history, and an activity analysis
consisting of exploratory activities showing the customer's
navigation, shopping cart, shopping pattern and more.
Electronic customer relationship management is motivated by easy
Internet access through various platforms and devices such as
laptops, mobile devices, desktop PCs and TV sets. It is not software,
however, but rather the utilization of Web-based technologies to
interact, understand and ensure customer satisfaction
An effective E-CRM system tracks a customer’s history through
multiple channels in real time, creates and maintains an analytical
database, and optimizes a customer’s relation in the three aspects
of attraction, expansion and maintenance.
13. Businesses that strategize and implement an E-CRM solution are
able to align their processes around technology to effectively
deliver seamless, high-quality customer experience across all
channels. Customers have the power to help themselves through
online personalized services that are made available on demand.
The Internet provides a simple and ideal medium where
customers can get information from websites, buy products and
find answers using FAQ sections, forums or chat rooms.
The benefits of E-CRM include the following:
•Improved customer relations, service and support
•Matching the customers' behavior with suitable offers
•Increased customer satisfaction and loyalty
•Greater efficiency and cost reduction
•Increased business revenue
14. Differences between CRM and eCRM
CRM uses phone, fax and retail store for contacting customers
while eCRM uses wireless, PDA technology, internet and
email.
The design of CRM system is related to job products and functions
while the design of eCRM system is related to customer needs.
The maintenance of CRM is very expensive while the
maintenance of eCRM is less expensive and requires only less
time.
15. Why is there a need for
satisfied customers?
Cost up five to six times more
to get new customers.
They buy more.
Take less time.
Bring in new customers.
Less price sensitive.
Great advertisers.
Dissatisfied customers tell others, as many as 20 others about
there experience.
16. FedEx promises customers to “absolutely, positively”
get your package to its destination on time, and it
delivers on its promise.
17. • Are you getting new customers?
• Are good customers leaving?
• What are you doing to keep customers loyal?
Measuring Customer Satisfaction
Response time, this should be targeted from 24 to 48 hours at most.
Security and privacy, (secure payments, information).
Return Policy, this will increase customer trust and loyalty. Ease return
products of service will make customer more satisfaction.
Navigability, Easy to navigate the firm Web site
Quality assurance, every thing must work properly
18. Learning about ConsumerLearning about Consumer
Behavior OnlineBehavior Online
Source : Temking 2002
Reasons for not making purchases
Editor's Notes
Customer centric is a way of doing business with your customer in a way that provides a positive customer experience before and after the sale in order to drive repeat business, customer loyalty and profits.
Extranet - an intranet that can be partially accessed by authorized outside users, enabling businesses to exchange information over the Internet securely.
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