Slide 1Source: Elijah Ezendu, CRM
Sales Force Automation
Noida
Sales Administration
Sales Forecasting
Lead Management
Account Management
Performance Management
Customer Service and Support
This involves automation and coordination of all the service operations and customer support processes which include service requests, product returns, customer complaints, and enquiries. These services and support can be provided through contact center, call center, web portal, or face-to-face interaction at a remote location in the field.
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provision of information pertaining to industry trends, macro-environmental factors and competitors.
engagement and control of campaign management, event-based marketing, cluster customer segmentation, individual customer segmentation, thereby increasing marketing efficiency.
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Analytical CRM
Analytical customer relationship management focus on blending the customer data collected in Operational CRM with data from external sources in order to ascertain key customer identities and directions required for boosting organisational and customer values.
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Practice
Strategy
Analytical
CRM
Source: Siddiqi, Akhgar & Wise, Framework for Implementation of CRM Strategy in Retail Sector
Customer Touch Points
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profiling customer information during customer interaction
Example: Web Page Personalization
Collaborative customer relationship management uses the output of Analytical customer relationship management to enhance the participatory strength of customers.
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