CustomerCustomerRelationship Relationship

ManagementManagement

Customer Relationship Management Systems

Other CRM Systems

Market

ResearchTargeted Marketing

Customer Service

Salesforce Automation

CRM SystemsCRM Systems

- are designed to support any and all relationships with customers.

- developed to support three areas: marketing, sales and customers

Why does CRM systems support them?

To better understand what customers want.

To ensure timely shipping.To be able to collect payment sooner.

CRMSCRMS also provide an also provide an organization with an important organization with an important element: all employees of the element: all employees of the company who directly or indirectly company who directly or indirectly serve a customer are serve a customer are “on the same page”“on the same page”..

Market ResearchMarket Research

-is any organized effort to gather information about markets or customers.

- is specifically concern about marketing processes.

Market Research Market Research SystemSystem

- helps find the populations and regions that are most likely to purchase a new product or service.- helps analyze how a new product fares in its first several months on the market.

Targeted MarketingTargeted Marketing - involves breaking a market into segments and then concentrating your marketing efforts on one or a few key segments. - it makes the promotion, pricing and distribution of your products and/or services easier and more cost-effective.

Principle of Targeted Principle of Targeted MarketingMarketing

To define the prospective customer as accurately as possible and then to direct promotional dollars to those people most likely to purchase the product.

Use of INTERNETUse of INTERNETSpamming Pop-up

Advertising

TelemarketingTelemarketing

- is a method of direct marketing in which a salesperson solicits to prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call.

The Tune that HealsThe Tune that HealsThe digital file of this tune is

available on the Web for free downloading. The file name is sit.wav (SIT stands for Special Information Tone). To reduce the no. of uninvited sales calls, record the tune at the beginning of the outgoing message on your answering machine.

Computer Telephony Computer Telephony IntegrationIntegration

- is a technique enabling a computer to use the digital signal coming through a telephone lines as input in a computer system.

Data mining techniqueData mining techniqueis the process of extracting patterns

from data.important tool to transform the

data into information.it is commonly used in a wide range

of profiling practices, such as marketing, surveillance, fraud detection and scientific discovery.

Customer ServiceCustomer Service

-web based CS provides automated customer support 24hrs per day, 365 per year.

-saves company’s cost of labor if humans provide the same service.

Salesforce AutomationSalesforce Automationa technique of using software to

automate the business tasks of sales, including order processing, contact management, information sharing, inventory monitoring and control, order tracking, customer management, sales forecast analysis and employee performance evaluation.

can increase sales productivity significantly, making sales presentation more efficient and letting field representatives close deals on the spot, using preformatted contracts and forms.

SFSFAA

Consumer PrivacyConsumer PrivacyEthical and Societal Issues

What is Privacy?What is Privacy?

- your right to control information about yourself.

Business ArgumentsBusiness Arguments

- business leaders argue that they must collect and use personal data.

Consumer ArgumentsConsumer Arguments

- consumers usually accept that they must divulge some private information to receive services, but many do not accept the mass violation of privacy.

Losing ControlLosing Control

- once you provide information, you have little control over it.

Eight Commandments Eight Commandments of Personal Data of Personal Data Collection and Collection and MaintenanceMaintenance

PurposePurposeCompanies should inform people

who provide information of the specific, exclusive purpose for which the company maintains its data, and only use the data for another purpose with the subjects’ consent.

RelevanceRelevanceCompanies should record and

use only data necessary to fulfill their own purposes.

AccuracyAccuracyCompanies should ensure that

the personal records they maintain are accurate.

CurrencyCurrencycompanies should make sure

that all data about an individual is current.

SecuritySecuritycompanies should limit access to

date to only those who need to know.

Time LimitationTime LimitationCompanies should retain date

only for the time period necessary.

ScrutinyScrutinyCompanies should establish

procedures to let individuals review their records and correct inaccuracies.

Sole RecordingSole Recordingcompany should ensure that no

other party can take advantage of the technology to record the same information.