10. Benefits of eCRM
• All interactions are tracked
Thursday, November 19, 2009
11. Benefits of eCRM
• All interactions are tracked
• Communication costs can be lower
Thursday, November 19, 2009
12. Benefits of eCRM
• All interactions are tracked
• Communication costs can be lower
• Data can be mined
Thursday, November 19, 2009
13. Benefits of eCRM
• All interactions are tracked
• Communication costs can be lower
• Data can be mined
• Customers are telling you what they want, all
the time, whether you are listening or not
Thursday, November 19, 2009
15. Customer-driven
• Give customers tools
• Let them take charge and make what they want
with your product
• Flickr, Twitter, etc
• Think APIs, RSS, source code
Thursday, November 19, 2009
18. Operational CRM
• How it all fits together
Thursday, November 19, 2009
19. Operational CRM
• How it all fits together
• Provide numerous and effective contact
channels
Thursday, November 19, 2009
20. Operational CRM
• How it all fits together
• Provide numerous and effective contact
channels
• Process for managing relationships
Thursday, November 19, 2009
21. Operational CRM
• How it all fits together
• Provide numerous and effective contact
channels
• Process for managing relationships
• Feeds back into the web interface that a
customer sees
Thursday, November 19, 2009
22. Customer-centric
• Customer at centre of organization
• Anticipate, meet (exceed?) customer needs
Thursday, November 19, 2009
24. Analytical CRM
• Data mining
Thursday, November 19, 2009
25. Analytical CRM
• Data mining
• Look for patterns
Thursday, November 19, 2009
26. Analytical CRM
• Data mining
• Look for patterns
• Who are most valuable customers?
Thursday, November 19, 2009
27. Analytical CRM
• Data mining
• Look for patterns
• Who are most valuable customers?
• How do different segments of customers
respond?
Thursday, November 19, 2009
28. Analytical CRM
• Data mining
• Look for patterns
• Who are most valuable customers?
• How do different segments of customers
respond?
Thursday, November 19, 2009
34. CRM
• Marketing perspective
– Who knows about me?
• Sales perspective
– Who is buying from me?
• Service perspective
– Who is happy?
Thursday, November 19, 2009
47. Mobile
• Mobile as CRM
• Time sensitive alerts and updates
Thursday, November 19, 2009
48. Call centres
• Technology allows call centres to be
outsourced
• Speak to anyone, anywhere
Thursday, November 19, 2009
49. IM and Chat Rooms
• Live chat to help customers with complicated
processes
• Provide another communication channel
• Instant, and cost-effective
Thursday, November 19, 2009
