SlideShare ist ein Scribd-Unternehmen logo
Customer Relationship Management www.profmanishparihar.blogspot.com
[object Object],[object Object]
[object Object],Expect immediate, high quality, personalized 24-7 service
Are expected to do MORE… with the same or FEWER resources
[object Object],[object Object],[object Object],Good  Information
[object Object],[object Object],[object Object],[object Object]
 
[object Object],[object Object],[object Object],[object Object]
Source: OSAT
[object Object]
[object Object],Customer contact Decision-making
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
 
[object Object]
[object Object],[object Object],[object Object]
[object Object]
AWARENESS PURCHASE SHOPPING INFO SEEKING What do they know about you? Will you be on their short list? Consider the 4 Cs Customer, cost, convenience,  communication How difficult do you make it?
 
Traditional   Marketing Funnel
 
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The new age customer is much more informed and much better connected with OTHER customers through the new age WEB 2.0 technologies (eg. Social media).. This has given rise to the concept of Social CRM..
Social Media – Social CRM Source: Rick Mans - Social Media Evangelist
A paradigm shift in internet… Publishing is complex and limited to few traditional media and online merchants Value is created by aggregating content (portals) Easy and free publication for all Value is generated by tools allowing to publish easily Mainly narrow band Mainly Broadband 2004 2005 Traditional media Alternative media Google search Flickr Wikipedia netvibes Web 1.0 Web 2.0
Technology and social factors have converged over the past few years to create a phenomenon called social computing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: Forrester (2006) – Social Computing.
Internet statistics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Social Media statistics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Intelligence is in the Connections Connections between people Connections between Information Email Social Networks Groupware Javascript Blogging Databases File Systems HTTP Keyword Search USENET Wikis Websites Directory Portals 2009 Web 1.0  1999 1989 PC Era 1977 RSS Widgets PC’s 2018 Office 2.0 XML RDF SPARQL AJAX FTP IRC SOAP Mashups File Servers Social Media Lightweight Collaboration ATOM Web 3.0  Web 4.0  Semantic Search Lifestreaming Natural Language Search Intelligent personal agents Java SaaS Web 2.0  Flash OWL HTML SGML SQL Gopher P2P The Web The Desktop Windows MacOS SWRL OpenID BBS VR Semantic Web The Internet Social Web Web OS Real-Time Web Intelligent Web Microblogging Memetrackers Online Services Consumer online services Multimedia  CDROMs Activity streams Virtual worlds
 
 
HUMAN INTERACTION IN A VIRTUAL WORLD ,[object Object]
http://www.flickr.com/photos/greenboy/416052683/ who are you?  (as a customer)
A new generation ,[object Object],[object Object],[object Object],[object Object],[object Object],Generation Y, The Millenials, Digital Natives… the future generations are infinately connected, born and raised digital, and favour values such as connectedness / community, environmental awareness,  authenticity, freedom and friendship above all else.  What does this mean for a company
Generation V Generation Virtual is used to describe a growing online culture in which people participate,  often anonymously, through personas  in a flat, virtual environment. Generation Virtual is  not defined by age, gender, social demographics or geographic location . It  is based on demonstrated accomplishments (merit)  and an increasing  preference for the use of digital media channels  to  discover information, build knowledge and share insights. The Business Impact of Social Computing on Marketing and 'Generation Virtual‘ –  Gartner  ID Number: G00158087
Or in a more visual way Multiple Online Personas
 
 
http://www.flickr.com/photos/naturalturn/3264726560/ THE END  OF THE WEB AS WE KNOW
The Internet and its attendant array of consumer devices, networks and content sources have fundamentally changed how customers, employees and partners expect to interact with the enterprise  (Gartner CIO survey 2008/2009).
INTERNET RETAILING IS RESPONSIBLE FOR CIRCA 10% OF TOTAL SALES, THIS IS EXPECTED TO GROW NOT SHRINK
HOWEVER, SOCIAL MEDIA AND NETWORKS INFLUENCE A VERY SIGNIFICANT PORTION (GREATER THAN 40%) OF ALL OFFLINE SALES.
The Historic Focus of CRM projects vs How Customers buy things today
Social CRM
[object Object]
[object Object],[object Object]
 
Building meaningful relationships ,[object Object],[object Object],[object Object]
www.profmanishparihar.blogspot.com Source: Rick Mans [email_address] +31 6 512 10 144 http://twitter.com/rickmans http://www.linkedin.com/in/rickmans

Weitere ähnliche Inhalte

Was ist angesagt?

Tweet, Friend and Connect: Social Media Trends in the Insurance Industry 2
Tweet, Friend and Connect: Social Media Trends in the Insurance Industry 2Tweet, Friend and Connect: Social Media Trends in the Insurance Industry 2
Tweet, Friend and Connect: Social Media Trends in the Insurance Industry 2
Lisa Trank
 
Social Media and Crisis Communication
Social Media and Crisis CommunicationSocial Media and Crisis Communication
Social Media and Crisis Communication
Ramsey Mohsen
 
What is the future for social media??
What is the future for social media??What is the future for social media??
What is the future for social media??
University College Falmouth
 
Social Media and CRM - Short Paper
Social Media and CRM - Short PaperSocial Media and CRM - Short Paper
Social Media and CRM - Short Paper
Kathan Bhatt
 
Social media and social networking
Social media and social networkingSocial media and social networking
Social media and social networking
Chirag Dhamija
 
PR 2.0 (Optimizing for People)
PR 2.0 (Optimizing for People)PR 2.0 (Optimizing for People)
PR 2.0 (Optimizing for People)
JonnyWegs
 
Managing Social Media Risks
Managing Social Media RisksManaging Social Media Risks
Managing Social Media Risks
Croydon Consulting, LLC
 
Social Media Marketing: Nigerian Business Presentation
Social Media Marketing: Nigerian Business PresentationSocial Media Marketing: Nigerian Business Presentation
Social Media Marketing: Nigerian Business Presentation
Hausman and Associates
 
Social Intelligence in the Age of Infobesity - A Verifeed White Paper
Social Intelligence in the Age of Infobesity - A Verifeed White PaperSocial Intelligence in the Age of Infobesity - A Verifeed White Paper
Social Intelligence in the Age of Infobesity - A Verifeed White Paper
Melinda Wittstock
 
Social media for organizations
Social media for organizationsSocial media for organizations
Social media for organizations
Praveen Verma
 
Your e-reputation, why it matters
Your e-reputation, why it mattersYour e-reputation, why it matters
Your e-reputation, why it matters
VAYTON
 
Zack Ross - Twitter Project-Zack Ross ©2010
Zack Ross - Twitter Project-Zack Ross ©2010Zack Ross - Twitter Project-Zack Ross ©2010
Zack Ross - Twitter Project-Zack Ross ©2010
zackrosschicago
 
Obama Internet Campaign Presentation
Obama Internet Campaign PresentationObama Internet Campaign Presentation
Obama Internet Campaign Presentation
Kathryn Burns
 
Social media, the future and your career
Social media, the future and your careerSocial media, the future and your career
Social media, the future and your career
'Kunle Olaifa
 
Brainstorm Cccu Frontiers
Brainstorm Cccu FrontiersBrainstorm Cccu Frontiers
Brainstorm Cccu Frontiers
Caylor Solutions, Inc.
 
Richard Edelman -- New Media Academic Summit 2010
Richard Edelman -- New Media Academic Summit 2010Richard Edelman -- New Media Academic Summit 2010
Richard Edelman -- New Media Academic Summit 2010
edelmanmarketing
 
MarCom Has Changed Its Profile Picture. Marketing Communications in a Social ...
MarCom Has Changed Its Profile Picture. Marketing Communications in a Social ...MarCom Has Changed Its Profile Picture. Marketing Communications in a Social ...
MarCom Has Changed Its Profile Picture. Marketing Communications in a Social ...
burcakcelebi
 
Chapter 7 the chosen ones
Chapter 7 the chosen onesChapter 7 the chosen ones
Chapter 7 the chosen ones
Ihsaanf
 

Was ist angesagt? (18)

Tweet, Friend and Connect: Social Media Trends in the Insurance Industry 2
Tweet, Friend and Connect: Social Media Trends in the Insurance Industry 2Tweet, Friend and Connect: Social Media Trends in the Insurance Industry 2
Tweet, Friend and Connect: Social Media Trends in the Insurance Industry 2
 
Social Media and Crisis Communication
Social Media and Crisis CommunicationSocial Media and Crisis Communication
Social Media and Crisis Communication
 
What is the future for social media??
What is the future for social media??What is the future for social media??
What is the future for social media??
 
Social Media and CRM - Short Paper
Social Media and CRM - Short PaperSocial Media and CRM - Short Paper
Social Media and CRM - Short Paper
 
Social media and social networking
Social media and social networkingSocial media and social networking
Social media and social networking
 
PR 2.0 (Optimizing for People)
PR 2.0 (Optimizing for People)PR 2.0 (Optimizing for People)
PR 2.0 (Optimizing for People)
 
Managing Social Media Risks
Managing Social Media RisksManaging Social Media Risks
Managing Social Media Risks
 
Social Media Marketing: Nigerian Business Presentation
Social Media Marketing: Nigerian Business PresentationSocial Media Marketing: Nigerian Business Presentation
Social Media Marketing: Nigerian Business Presentation
 
Social Intelligence in the Age of Infobesity - A Verifeed White Paper
Social Intelligence in the Age of Infobesity - A Verifeed White PaperSocial Intelligence in the Age of Infobesity - A Verifeed White Paper
Social Intelligence in the Age of Infobesity - A Verifeed White Paper
 
Social media for organizations
Social media for organizationsSocial media for organizations
Social media for organizations
 
Your e-reputation, why it matters
Your e-reputation, why it mattersYour e-reputation, why it matters
Your e-reputation, why it matters
 
Zack Ross - Twitter Project-Zack Ross ©2010
Zack Ross - Twitter Project-Zack Ross ©2010Zack Ross - Twitter Project-Zack Ross ©2010
Zack Ross - Twitter Project-Zack Ross ©2010
 
Obama Internet Campaign Presentation
Obama Internet Campaign PresentationObama Internet Campaign Presentation
Obama Internet Campaign Presentation
 
Social media, the future and your career
Social media, the future and your careerSocial media, the future and your career
Social media, the future and your career
 
Brainstorm Cccu Frontiers
Brainstorm Cccu FrontiersBrainstorm Cccu Frontiers
Brainstorm Cccu Frontiers
 
Richard Edelman -- New Media Academic Summit 2010
Richard Edelman -- New Media Academic Summit 2010Richard Edelman -- New Media Academic Summit 2010
Richard Edelman -- New Media Academic Summit 2010
 
MarCom Has Changed Its Profile Picture. Marketing Communications in a Social ...
MarCom Has Changed Its Profile Picture. Marketing Communications in a Social ...MarCom Has Changed Its Profile Picture. Marketing Communications in a Social ...
MarCom Has Changed Its Profile Picture. Marketing Communications in a Social ...
 
Chapter 7 the chosen ones
Chapter 7 the chosen onesChapter 7 the chosen ones
Chapter 7 the chosen ones
 

Ähnlich wie Customer relationship management

Boost 2009 Freeman Leonard
Boost 2009   Freeman LeonardBoost 2009   Freeman Leonard
Boost 2009 Freeman Leonard
David VonZurmuehlen
 
What The Hell Is Crm 2 2008
What The Hell Is Crm 2 2008What The Hell Is Crm 2 2008
What The Hell Is Crm 2 2008
Paul Greenberg
 
The Technology Horizon: Essential Technologies for Legal Marketers
The Technology Horizon: Essential Technologies for Legal MarketersThe Technology Horizon: Essential Technologies for Legal Marketers
The Technology Horizon: Essential Technologies for Legal Marketers
Adam Stock
 
Social Media, an overview
Social Media, an overviewSocial Media, an overview
Social Media, an overview
Rick Mans
 
PCM STFF 2010 AIMS ACCENTURE e mc2 sudhakar kanakaraj
PCM STFF 2010 AIMS ACCENTURE e mc2 sudhakar kanakarajPCM STFF 2010 AIMS ACCENTURE e mc2 sudhakar kanakaraj
PCM STFF 2010 AIMS ACCENTURE e mc2 sudhakar kanakaraj
sudhakarrun
 
Migraine Action - Leicester - Oct 2009
Migraine Action - Leicester - Oct 2009Migraine Action - Leicester - Oct 2009
Migraine Action - Leicester - Oct 2009
PCM creative
 
A Guide to Surviving a Fiction Infused Future
A Guide to Surviving a Fiction Infused FutureA Guide to Surviving a Fiction Infused Future
A Guide to Surviving a Fiction Infused Future
Miel Van Opstal
 
2009 GMIS - Web 2.0
2009 GMIS - Web 2.02009 GMIS - Web 2.0
2009 GMIS - Web 2.0
Hillary Hartley
 
2009 GMIS International Conference - Web 2.0
2009 GMIS International Conference - Web 2.02009 GMIS International Conference - Web 2.0
2009 GMIS International Conference - Web 2.0
NIC Inc | EGOV
 
Internet Marketing Circa 2000
Internet Marketing Circa 2000Internet Marketing Circa 2000
Internet Marketing Circa 2000
Leigh Himel
 
Digital marketing workshop
Digital marketing workshopDigital marketing workshop
Digital marketing workshop
Andy Lima
 
Social Media 101
Social Media 101Social Media 101
Social Media 101
Whitney Hoffman
 
Social media proposal for Amsa/Ecom
Social media proposal for Amsa/EcomSocial media proposal for Amsa/Ecom
Social media proposal for Amsa/Ecom
Edgardo Koestinger
 
Future live communications
Future live communicationsFuture live communications
Future live communications
aniruddha76
 
What To Do In A Post Reach World (Attracting An Audience In A Competitive Fie...
What To Do In A Post Reach World (Attracting An Audience In A Competitive Fie...What To Do In A Post Reach World (Attracting An Audience In A Competitive Fie...
What To Do In A Post Reach World (Attracting An Audience In A Competitive Fie...
FeverBee Limited
 
Social Media Overview
Social Media OverviewSocial Media Overview
Social Media Overview
muypescado
 
The Web Untangled
The Web UntangledThe Web Untangled
Social Media Marketing in the UK
Social Media Marketing in the UKSocial Media Marketing in the UK
Social Media Marketing in the UK
Chris Middleton
 
A GUIDE TO SURVIVING A FICTION INFUSED FUTURE
A GUIDE TO SURVIVING A FICTION INFUSED FUTUREA GUIDE TO SURVIVING A FICTION INFUSED FUTURE
A GUIDE TO SURVIVING A FICTION INFUSED FUTURE
Miel Van Opstal
 
Newtricks.co
Newtricks.coNewtricks.co
Newtricks.co
newtricksdotco
 

Ähnlich wie Customer relationship management (20)

Boost 2009 Freeman Leonard
Boost 2009   Freeman LeonardBoost 2009   Freeman Leonard
Boost 2009 Freeman Leonard
 
What The Hell Is Crm 2 2008
What The Hell Is Crm 2 2008What The Hell Is Crm 2 2008
What The Hell Is Crm 2 2008
 
The Technology Horizon: Essential Technologies for Legal Marketers
The Technology Horizon: Essential Technologies for Legal MarketersThe Technology Horizon: Essential Technologies for Legal Marketers
The Technology Horizon: Essential Technologies for Legal Marketers
 
Social Media, an overview
Social Media, an overviewSocial Media, an overview
Social Media, an overview
 
PCM STFF 2010 AIMS ACCENTURE e mc2 sudhakar kanakaraj
PCM STFF 2010 AIMS ACCENTURE e mc2 sudhakar kanakarajPCM STFF 2010 AIMS ACCENTURE e mc2 sudhakar kanakaraj
PCM STFF 2010 AIMS ACCENTURE e mc2 sudhakar kanakaraj
 
Migraine Action - Leicester - Oct 2009
Migraine Action - Leicester - Oct 2009Migraine Action - Leicester - Oct 2009
Migraine Action - Leicester - Oct 2009
 
A Guide to Surviving a Fiction Infused Future
A Guide to Surviving a Fiction Infused FutureA Guide to Surviving a Fiction Infused Future
A Guide to Surviving a Fiction Infused Future
 
2009 GMIS - Web 2.0
2009 GMIS - Web 2.02009 GMIS - Web 2.0
2009 GMIS - Web 2.0
 
2009 GMIS International Conference - Web 2.0
2009 GMIS International Conference - Web 2.02009 GMIS International Conference - Web 2.0
2009 GMIS International Conference - Web 2.0
 
Internet Marketing Circa 2000
Internet Marketing Circa 2000Internet Marketing Circa 2000
Internet Marketing Circa 2000
 
Digital marketing workshop
Digital marketing workshopDigital marketing workshop
Digital marketing workshop
 
Social Media 101
Social Media 101Social Media 101
Social Media 101
 
Social media proposal for Amsa/Ecom
Social media proposal for Amsa/EcomSocial media proposal for Amsa/Ecom
Social media proposal for Amsa/Ecom
 
Future live communications
Future live communicationsFuture live communications
Future live communications
 
What To Do In A Post Reach World (Attracting An Audience In A Competitive Fie...
What To Do In A Post Reach World (Attracting An Audience In A Competitive Fie...What To Do In A Post Reach World (Attracting An Audience In A Competitive Fie...
What To Do In A Post Reach World (Attracting An Audience In A Competitive Fie...
 
Social Media Overview
Social Media OverviewSocial Media Overview
Social Media Overview
 
The Web Untangled
The Web UntangledThe Web Untangled
The Web Untangled
 
Social Media Marketing in the UK
Social Media Marketing in the UKSocial Media Marketing in the UK
Social Media Marketing in the UK
 
A GUIDE TO SURVIVING A FICTION INFUSED FUTURE
A GUIDE TO SURVIVING A FICTION INFUSED FUTUREA GUIDE TO SURVIVING A FICTION INFUSED FUTURE
A GUIDE TO SURVIVING A FICTION INFUSED FUTURE
 
Newtricks.co
Newtricks.coNewtricks.co
Newtricks.co
 

Mehr von Manish Parihar

Course outline industrial marketing v1.0b2
Course outline   industrial marketing v1.0b2Course outline   industrial marketing v1.0b2
Course outline industrial marketing v1.0b2
Manish Parihar
 
Course outline brand management v1.0b2
Course outline   brand management v1.0b2Course outline   brand management v1.0b2
Course outline brand management v1.0b2
Manish Parihar
 
Proposed structure of pgdm marketing project
Proposed structure of pgdm marketing projectProposed structure of pgdm marketing project
Proposed structure of pgdm marketing project
Manish Parihar
 
Contemporary issues in marketing
Contemporary issues in marketingContemporary issues in marketing
Contemporary issues in marketing
Manish Parihar
 
Integrated marketing communication
Integrated marketing communicationIntegrated marketing communication
Integrated marketing communication
Manish Parihar
 
New product development
New product developmentNew product development
New product development
Manish Parihar
 
Segmentation Targeting Positioning
Segmentation Targeting PositioningSegmentation Targeting Positioning
Segmentation Targeting Positioning
Manish Parihar
 
Product life cycle
Product life cycleProduct life cycle
Product life cycle
Manish Parihar
 
Corporate communication
Corporate communicationCorporate communication
Corporate communication
Manish Parihar
 
The business of communicating values
The business of communicating valuesThe business of communicating values
The business of communicating values
Manish Parihar
 
Corporate communicationsjob
Corporate communicationsjobCorporate communicationsjob
Corporate communicationsjob
Manish Parihar
 
Ahmedabad Street Art Photo Album 2
Ahmedabad Street Art Photo Album 2Ahmedabad Street Art Photo Album 2
Ahmedabad Street Art Photo Album 2
Manish Parihar
 
Ahmedabad Street Art
Ahmedabad Street ArtAhmedabad Street Art
Ahmedabad Street Art
Manish Parihar
 
Research Paper on Social Media
Research Paper on Social MediaResearch Paper on Social Media
Research Paper on Social Media
Manish Parihar
 
10 things that i learnt about
10 things that i learnt about10 things that i learnt about
10 things that i learnt about
Manish Parihar
 
Book review The Last Lecture
Book review The Last LectureBook review The Last Lecture
Book review The Last Lecture
Manish Parihar
 
Registration form
Registration formRegistration form
Registration form
Manish Parihar
 
FDI in Indian Retail Industry
FDI in Indian Retail IndustryFDI in Indian Retail Industry
FDI in Indian Retail Industry
Manish Parihar
 
Marketing notes
Marketing notesMarketing notes
Marketing notes
Manish Parihar
 
Introduction to spss
Introduction to spssIntroduction to spss
Introduction to spss
Manish Parihar
 

Mehr von Manish Parihar (20)

Course outline industrial marketing v1.0b2
Course outline   industrial marketing v1.0b2Course outline   industrial marketing v1.0b2
Course outline industrial marketing v1.0b2
 
Course outline brand management v1.0b2
Course outline   brand management v1.0b2Course outline   brand management v1.0b2
Course outline brand management v1.0b2
 
Proposed structure of pgdm marketing project
Proposed structure of pgdm marketing projectProposed structure of pgdm marketing project
Proposed structure of pgdm marketing project
 
Contemporary issues in marketing
Contemporary issues in marketingContemporary issues in marketing
Contemporary issues in marketing
 
Integrated marketing communication
Integrated marketing communicationIntegrated marketing communication
Integrated marketing communication
 
New product development
New product developmentNew product development
New product development
 
Segmentation Targeting Positioning
Segmentation Targeting PositioningSegmentation Targeting Positioning
Segmentation Targeting Positioning
 
Product life cycle
Product life cycleProduct life cycle
Product life cycle
 
Corporate communication
Corporate communicationCorporate communication
Corporate communication
 
The business of communicating values
The business of communicating valuesThe business of communicating values
The business of communicating values
 
Corporate communicationsjob
Corporate communicationsjobCorporate communicationsjob
Corporate communicationsjob
 
Ahmedabad Street Art Photo Album 2
Ahmedabad Street Art Photo Album 2Ahmedabad Street Art Photo Album 2
Ahmedabad Street Art Photo Album 2
 
Ahmedabad Street Art
Ahmedabad Street ArtAhmedabad Street Art
Ahmedabad Street Art
 
Research Paper on Social Media
Research Paper on Social MediaResearch Paper on Social Media
Research Paper on Social Media
 
10 things that i learnt about
10 things that i learnt about10 things that i learnt about
10 things that i learnt about
 
Book review The Last Lecture
Book review The Last LectureBook review The Last Lecture
Book review The Last Lecture
 
Registration form
Registration formRegistration form
Registration form
 
FDI in Indian Retail Industry
FDI in Indian Retail IndustryFDI in Indian Retail Industry
FDI in Indian Retail Industry
 
Marketing notes
Marketing notesMarketing notes
Marketing notes
 
Introduction to spss
Introduction to spssIntroduction to spss
Introduction to spss
 

Kürzlich hochgeladen

Hindi varnamala | hindi alphabet PPT.pdf
Hindi varnamala | hindi alphabet PPT.pdfHindi varnamala | hindi alphabet PPT.pdf
Hindi varnamala | hindi alphabet PPT.pdf
Dr. Mulla Adam Ali
 
MARY JANE WILSON, A “BOA MÃE” .
MARY JANE WILSON, A “BOA MÃE”           .MARY JANE WILSON, A “BOA MÃE”           .
MARY JANE WILSON, A “BOA MÃE” .
Colégio Santa Teresinha
 
Film vocab for eal 3 students: Australia the movie
Film vocab for eal 3 students: Australia the movieFilm vocab for eal 3 students: Australia the movie
Film vocab for eal 3 students: Australia the movie
Nicholas Montgomery
 
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
PECB
 
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
GeorgeMilliken2
 
Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...
Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...
Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...
Diana Rendina
 
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptx
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxBeyond Degrees - Empowering the Workforce in the Context of Skills-First.pptx
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptx
EduSkills OECD
 
BBR 2024 Summer Sessions Interview Training
BBR  2024 Summer Sessions Interview TrainingBBR  2024 Summer Sessions Interview Training
BBR 2024 Summer Sessions Interview Training
Katrina Pritchard
 
Main Java[All of the Base Concepts}.docx
Main Java[All of the Base Concepts}.docxMain Java[All of the Base Concepts}.docx
Main Java[All of the Base Concepts}.docx
adhitya5119
 
Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...
Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...
Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...
imrankhan141184
 
BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...
BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...
BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...
Nguyen Thanh Tu Collection
 
clinical examination of hip joint (1).pdf
clinical examination of hip joint (1).pdfclinical examination of hip joint (1).pdf
clinical examination of hip joint (1).pdf
Priyankaranawat4
 
The Diamonds of 2023-2024 in the IGRA collection
The Diamonds of 2023-2024 in the IGRA collectionThe Diamonds of 2023-2024 in the IGRA collection
The Diamonds of 2023-2024 in the IGRA collection
Israel Genealogy Research Association
 
Walmart Business+ and Spark Good for Nonprofits.pdf
Walmart Business+ and Spark Good for Nonprofits.pdfWalmart Business+ and Spark Good for Nonprofits.pdf
Walmart Business+ and Spark Good for Nonprofits.pdf
TechSoup
 
ANATOMY AND BIOMECHANICS OF HIP JOINT.pdf
ANATOMY AND BIOMECHANICS OF HIP JOINT.pdfANATOMY AND BIOMECHANICS OF HIP JOINT.pdf
ANATOMY AND BIOMECHANICS OF HIP JOINT.pdf
Priyankaranawat4
 
Leveraging Generative AI to Drive Nonprofit Innovation
Leveraging Generative AI to Drive Nonprofit InnovationLeveraging Generative AI to Drive Nonprofit Innovation
Leveraging Generative AI to Drive Nonprofit Innovation
TechSoup
 
How to deliver Powerpoint Presentations.pptx
How to deliver Powerpoint  Presentations.pptxHow to deliver Powerpoint  Presentations.pptx
How to deliver Powerpoint Presentations.pptx
HajraNaeem15
 
writing about opinions about Australia the movie
writing about opinions about Australia the moviewriting about opinions about Australia the movie
writing about opinions about Australia the movie
Nicholas Montgomery
 
How to Manage Your Lost Opportunities in Odoo 17 CRM
How to Manage Your Lost Opportunities in Odoo 17 CRMHow to Manage Your Lost Opportunities in Odoo 17 CRM
How to Manage Your Lost Opportunities in Odoo 17 CRM
Celine George
 
UGC NET Exam Paper 1- Unit 1:Teaching Aptitude
UGC NET Exam Paper 1- Unit 1:Teaching AptitudeUGC NET Exam Paper 1- Unit 1:Teaching Aptitude
UGC NET Exam Paper 1- Unit 1:Teaching Aptitude
S. Raj Kumar
 

Kürzlich hochgeladen (20)

Hindi varnamala | hindi alphabet PPT.pdf
Hindi varnamala | hindi alphabet PPT.pdfHindi varnamala | hindi alphabet PPT.pdf
Hindi varnamala | hindi alphabet PPT.pdf
 
MARY JANE WILSON, A “BOA MÃE” .
MARY JANE WILSON, A “BOA MÃE”           .MARY JANE WILSON, A “BOA MÃE”           .
MARY JANE WILSON, A “BOA MÃE” .
 
Film vocab for eal 3 students: Australia the movie
Film vocab for eal 3 students: Australia the movieFilm vocab for eal 3 students: Australia the movie
Film vocab for eal 3 students: Australia the movie
 
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
 
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
 
Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...
Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...
Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...
 
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptx
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxBeyond Degrees - Empowering the Workforce in the Context of Skills-First.pptx
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptx
 
BBR 2024 Summer Sessions Interview Training
BBR  2024 Summer Sessions Interview TrainingBBR  2024 Summer Sessions Interview Training
BBR 2024 Summer Sessions Interview Training
 
Main Java[All of the Base Concepts}.docx
Main Java[All of the Base Concepts}.docxMain Java[All of the Base Concepts}.docx
Main Java[All of the Base Concepts}.docx
 
Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...
Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...
Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...
 
BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...
BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...
BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...
 
clinical examination of hip joint (1).pdf
clinical examination of hip joint (1).pdfclinical examination of hip joint (1).pdf
clinical examination of hip joint (1).pdf
 
The Diamonds of 2023-2024 in the IGRA collection
The Diamonds of 2023-2024 in the IGRA collectionThe Diamonds of 2023-2024 in the IGRA collection
The Diamonds of 2023-2024 in the IGRA collection
 
Walmart Business+ and Spark Good for Nonprofits.pdf
Walmart Business+ and Spark Good for Nonprofits.pdfWalmart Business+ and Spark Good for Nonprofits.pdf
Walmart Business+ and Spark Good for Nonprofits.pdf
 
ANATOMY AND BIOMECHANICS OF HIP JOINT.pdf
ANATOMY AND BIOMECHANICS OF HIP JOINT.pdfANATOMY AND BIOMECHANICS OF HIP JOINT.pdf
ANATOMY AND BIOMECHANICS OF HIP JOINT.pdf
 
Leveraging Generative AI to Drive Nonprofit Innovation
Leveraging Generative AI to Drive Nonprofit InnovationLeveraging Generative AI to Drive Nonprofit Innovation
Leveraging Generative AI to Drive Nonprofit Innovation
 
How to deliver Powerpoint Presentations.pptx
How to deliver Powerpoint  Presentations.pptxHow to deliver Powerpoint  Presentations.pptx
How to deliver Powerpoint Presentations.pptx
 
writing about opinions about Australia the movie
writing about opinions about Australia the moviewriting about opinions about Australia the movie
writing about opinions about Australia the movie
 
How to Manage Your Lost Opportunities in Odoo 17 CRM
How to Manage Your Lost Opportunities in Odoo 17 CRMHow to Manage Your Lost Opportunities in Odoo 17 CRM
How to Manage Your Lost Opportunities in Odoo 17 CRM
 
UGC NET Exam Paper 1- Unit 1:Teaching Aptitude
UGC NET Exam Paper 1- Unit 1:Teaching AptitudeUGC NET Exam Paper 1- Unit 1:Teaching Aptitude
UGC NET Exam Paper 1- Unit 1:Teaching Aptitude
 

Customer relationship management

  • 1. Customer Relationship Management www.profmanishparihar.blogspot.com
  • 2.
  • 3.
  • 4. Are expected to do MORE… with the same or FEWER resources
  • 5.
  • 6.
  • 7.  
  • 8.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.  
  • 15.
  • 16.
  • 17.
  • 18. AWARENESS PURCHASE SHOPPING INFO SEEKING What do they know about you? Will you be on their short list? Consider the 4 Cs Customer, cost, convenience, communication How difficult do you make it?
  • 19.  
  • 20. Traditional Marketing Funnel
  • 21.  
  • 22.
  • 23. The new age customer is much more informed and much better connected with OTHER customers through the new age WEB 2.0 technologies (eg. Social media).. This has given rise to the concept of Social CRM..
  • 24. Social Media – Social CRM Source: Rick Mans - Social Media Evangelist
  • 25. A paradigm shift in internet… Publishing is complex and limited to few traditional media and online merchants Value is created by aggregating content (portals) Easy and free publication for all Value is generated by tools allowing to publish easily Mainly narrow band Mainly Broadband 2004 2005 Traditional media Alternative media Google search Flickr Wikipedia netvibes Web 1.0 Web 2.0
  • 26.
  • 27.
  • 28.
  • 29. The Intelligence is in the Connections Connections between people Connections between Information Email Social Networks Groupware Javascript Blogging Databases File Systems HTTP Keyword Search USENET Wikis Websites Directory Portals 2009 Web 1.0 1999 1989 PC Era 1977 RSS Widgets PC’s 2018 Office 2.0 XML RDF SPARQL AJAX FTP IRC SOAP Mashups File Servers Social Media Lightweight Collaboration ATOM Web 3.0 Web 4.0 Semantic Search Lifestreaming Natural Language Search Intelligent personal agents Java SaaS Web 2.0 Flash OWL HTML SGML SQL Gopher P2P The Web The Desktop Windows MacOS SWRL OpenID BBS VR Semantic Web The Internet Social Web Web OS Real-Time Web Intelligent Web Microblogging Memetrackers Online Services Consumer online services Multimedia CDROMs Activity streams Virtual worlds
  • 30.  
  • 31.  
  • 32.
  • 34.
  • 35. Generation V Generation Virtual is used to describe a growing online culture in which people participate, often anonymously, through personas in a flat, virtual environment. Generation Virtual is not defined by age, gender, social demographics or geographic location . It is based on demonstrated accomplishments (merit) and an increasing preference for the use of digital media channels to discover information, build knowledge and share insights. The Business Impact of Social Computing on Marketing and 'Generation Virtual‘ – Gartner ID Number: G00158087
  • 36. Or in a more visual way Multiple Online Personas
  • 37.  
  • 38.  
  • 40. The Internet and its attendant array of consumer devices, networks and content sources have fundamentally changed how customers, employees and partners expect to interact with the enterprise (Gartner CIO survey 2008/2009).
  • 41. INTERNET RETAILING IS RESPONSIBLE FOR CIRCA 10% OF TOTAL SALES, THIS IS EXPECTED TO GROW NOT SHRINK
  • 42. HOWEVER, SOCIAL MEDIA AND NETWORKS INFLUENCE A VERY SIGNIFICANT PORTION (GREATER THAN 40%) OF ALL OFFLINE SALES.
  • 43. The Historic Focus of CRM projects vs How Customers buy things today
  • 45.
  • 46.
  • 47.  
  • 48.
  • 49. www.profmanishparihar.blogspot.com Source: Rick Mans [email_address] +31 6 512 10 144 http://twitter.com/rickmans http://www.linkedin.com/in/rickmans

Hinweis der Redaktion

  1. This section builds the case for why CRM is important and reviews the basic theory behind it
  2. In other words, customer service expectations are very high. If you don’t meet their expectations, they can go elsewhere with their money, time, attention.
  3. Most of our organizations are still operating internally as they were 20 years ago. Structures and resource allocations have not adjusted while the Internet has changed the game. People are still doing their old jobs in addition to their new jobs.
  4. This is getting at the heart of CRM– it’s all about making good decisions using good information about your customers.
  5. This is the CRM definition. Refer back to these bullets as necessary later in the presentation. Keep tying all of the strategies later back to the core of collecting information and using it to better the customer relationship.
  6. Customer is most important in CRM. Everything should be focused on THEM not US. Importance from top to bottom, not vice-versa. Technology should not drive the marketing and marketing should not drive the product. The customer should drive the product and the marketing. Technology is the support of it all.
  7. Many organizations, particularly in higher ed, offer what is convenient to their organizations (what faculty want to teach, rather than what students want to learn). College websites often focus more on themselves than on their visitors’ needs.
  8. This is an illustration from a study in the automotive industry. It is applicable to any organization. Web 2.0 (social media and the democratization of the web) has accelerated this shift. This is the last slide in this section. Next slide transitions into the organization. Recap what CRM is here after discussing this chart
  9. Decisions are made at the top, with little input from those with the most knowledge of customers Information flows top-down, rarely bottom up. Information is also filtered through many layers, so that those at the bottom never truly understand the big picture.
  10. Customers don’t think about interacting with your website, they think they are interacting with you. Does your website interact in the same way your people do in-person? Does it reflect the culture and personality of the organization? Is it approachable, easy to use and helpful. If your customers perceive it is not, they feel the same way about your organization.
  11. The ideal organization places information at the center. All units of the organization contribute to and share this body of information. This is the last slide in this section.
  12. Refer back to the CRM pyramid– technology is at the bottom, the foundation. Many people refer to CRM as THE technology. There are many CRM tools and applications, but without the propoer strategy, they can be useless.
  13. These are the stages customers go through in making a purchase decision. Knowing where they are in their decision making helps you know what information and experiences to provide them. For example, your general brand messages are important in generating awareness. Once they know about you, providing more detailed information about your offerings is important. You want to be on a customer’s short list (do you have what I need?) When they’re close to a decision, the 4 Cs or the 4 Ps of marketing become important. When it comes time to make a purchase, so many customers are lost because of poor service. Many websites especially make it very hard to complete the final transaction.
  14. As people move through the purchasing stages, their information needs become much more specific and their search much more active.
  15. Start with large numbers. Numbers get smaller as they move through the phases. Relationship becomes stronger as they move down as well. Goal is to get people through the funnel.
  16. This is dependent on your business processes. You can have as many steps as appropriate. The names of each aren’t as important as understand the needs and communication strategies for each phase.
  17. Conversion= converting people from the prior stage to the next stage (from prospect to shopper) It’s important to measure how well you do that at each stage to predict success on later campaigns.
  18. http://www.personalizemedia.com/the-count/
  19. Web Evolution – Nova Spivack
  20. Source: http://www.flickr.com/photos/greenboy/416052683/ In the Foursquare example we’ve talked about giving the relevant information to the right consumer. But who are they? A very valid question is whether the way we think about our customers and consumers in general is still relevant or are we seeing changes?
  21. There is a big shift in the way we think about personas on the web. Facebook has 400 million users and has recently dropped the initial focus on geographical location as foundation for your personal network. The story “from zero to hero” can become reality now based on a certain achievement or accomplishment. People become internet celebrities (e.g Scoble, Esmee Denters) or highly reputed in their community (e.g. clouderati, twitterati, followers on Twitter) However the big difference with before is that people can have very distinct personas depending on the situation. You can be a blonde babe in second life, in real life have a boring office job and lead a clan in world of warcraft or have hundred thousands of followers on Twitter. They key here is that there is a shift from focusing on the person to focus on the online persona(s).  your facebook or hyves profile is probably different than your linkedin profile. How do you put such a person in a box to target? The information you harvest from his participation in forums, might be actually irelevant to target him when he’s on facebook. Source: Gartner “The Business Impact of Social Computing on Marketing and 'Generation Virtual‘ and Gartner “How to Determine Levels of Engagement for Generation Virtual”
  22. © 2008 Capgemini. All rights reserved
  23. Source: http://www.flickr.com/photos/naturalturn/3264726560/ We are talking about web technologies, Web 2.0, etc. but it is very important that the web is now rapidly changing in a different kind of web that we are familiar with for years. The biggest growth of the web is not the traditional website side, but rather more under the radar. Much more ubiquiutous sipping into our lives. Goal of this section: small mindset shift. Showing some cutting examples that have not been commonly adopted yet.
  24. Source: http://www.flickr.com/photos/spursfan_ace/2328879637/
  25. Drivers: Shops don’t have brochures anymore! Broadband adoption Online shopping Research online Visit stores to try and maybe buy What do my friends think Social Media sites are ever more popular Proposition - What if you could use the power of social networks in your dealings with your customers?