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CRM and CRM Phases

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Customer Relationship Management (CRM) by Abhishek Tatachar
Highlights ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Evolution ,[object Object],[object Object],[object Object],[object Object]
What is CRM ? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Layman Definition of CRM The process includes collecting customer data, analyzing this data to make decisions which helps to make new customers and satisfy the existing ones.
Planning Phase ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Assessment Phase ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Execution Phase ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Technology behind Assessment Phase Data Mining Data Warehouse OLAP Server Warehouse containing Customer data. Multidimensional Structures to facilitate better and fast analysis of data. Integrates with Data Warehouse & OLAP to implement intelligent algorithms to discover patterns . User analyzes these patterns to take decisions suitable for his business.
DATA WAREHOUSING ,[object Object],[object Object],[object Object],[object Object],DISTINGUISHABLE FEATURES ,[object Object],[object Object],[object Object],TERMINOLOGY Data Mart- Contains data about a specific subject. Metadata- Describes the data stored in data warehouse. Data Cleansing- The process of ensuring that all values in a dataset are consistent and correctly recorded ETL- Extraction, Transformation and Loading of Data.
A Typical Data Warehouse Data Warehouse Detailed Data Data Mart Data Mart Data Mart Summarized Data Meta Data Data about data. Facilitates in firing queries on detailed data. Data marts contain data specific to a subject. customer campaign sales
OLAP ,[object Object],[object Object],DISTINGUISHABLE FEATURES ,[object Object],[object Object]
Data Model Of OLAP ,[object Object],[object Object],[object Object]
Data Model Of OLAP ,[object Object],[object Object],[object Object],To obtain answers to the above shown queries from a data model, OLAP cubes are created. OLAP cubes are not strictly cuboids-it is a name given to the process of linking data from different dimensions.
Interaction b/n Warehouse & OLAP Extract Data from Warehouse Transform and Standardize Data Import to OLAP Database Build Cubes Produce Reports Process of transforming warehouse data
How does Data Mining help CRM ,[object Object],[object Object],[object Object],[object Object],[object Object]
With CRM, a business can … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Leading CRM Vendors ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Screenshots of mySAP ,[object Object],[object Object],[object Object],[object Object],[object Object]
Screenshots of mySAP
Screenshots (continued)
Limits ,[object Object],[object Object],[object Object],[object Object]
Conclusion ,[object Object],[object Object],[object Object],[object Object]
References ,[object Object],[object Object],[object Object],[object Object],[object Object]
Thank You

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CRM and CRM Phases

  • 1. Customer Relationship Management (CRM) by Abhishek Tatachar
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  • 8. Technology behind Assessment Phase Data Mining Data Warehouse OLAP Server Warehouse containing Customer data. Multidimensional Structures to facilitate better and fast analysis of data. Integrates with Data Warehouse & OLAP to implement intelligent algorithms to discover patterns . User analyzes these patterns to take decisions suitable for his business.
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  • 10. A Typical Data Warehouse Data Warehouse Detailed Data Data Mart Data Mart Data Mart Summarized Data Meta Data Data about data. Facilitates in firing queries on detailed data. Data marts contain data specific to a subject. customer campaign sales
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  • 14. Interaction b/n Warehouse & OLAP Extract Data from Warehouse Transform and Standardize Data Import to OLAP Database Build Cubes Produce Reports Process of transforming warehouse data
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