Crm presentation

ShawMan Group
Shaw Hotels ShawMan Software

Mystery Shopping Software Products
- Quality Audit Development

Water Front Shaw
Serviced Apartments &
Food Court at Lavasa

Industry Solutions

Food Fun

Friend
Business Lines

Fellow

Solution & Services from ShawMan

Coalition Loyalty

Multiple Loyalty
Structure
Group Loyalty

Premium Brands Popular Brands Brand A

Brand X Brand Y Brand Z Brand B

Empowering People and Enhancing Quality

Mystery Shopping & Training

‘My Website’ - Customer Page

Login Options Redemption
Empowering Customer

Statement Profile Update

Customer Feedback

Corporate web site feedback
Listening to your customer

E-Mail feedback

Long, Descriptive format for feedback

KIOSK

Feedback through surveys
Tablet & hand held devices

Guest Recognition

John Schultz
Since: Nov 2010 Last visit: Fri 12/11
Prioritising Customer Interactions

Gold Platimun Arr. Time: 10:11am

Anjali Mirchandani
Since: Jan 2008 Last visit: Sat 30/7

Platinum Add-On Platinum
Arr. Time: 10:23am

Gurmeet Singh
Since: Jan 2011 Last visit: First time

No CC
Tax Silver
saver Arr. Time: 10:30am
3 High spend customers in store

* Under testing

facebook Marketing
Engaging with customer one-on-one

First Loyalty app on networking website

Welcome! Tanveer Ansari My Membership(s): TATA Loyalty - 4444123456 Manage

Home My Transactions My Benefits My Requests Correspondence Promos & Offers

Click to see MY REQUESTS

Use of Social Media
Application

All Screen shots in this ppt are artist’s
impression and subject to change

Facebook is a social evil,
Ignore at your own peril

Where are your discerning customers?

Facebook!

Van Heusen Power Club
Hey Shhh …
I am there Listen
here

Wassup? Holla! Pick
me
up
Cheez meow
Oye!

The Nouveau Market

Young
[Avg Age :29]

Impatient
Loves 24x7
[Make it happen now!]
Technology

About FNU

FNU

CRM Application
Facebook Application

Direct interaction with the brand
Posting on the wall feature helps in Compose schemes, buzz and
propagating the buzz create excitement

More powerful than ATL strategy;
More effective than BTL methods

FNU ARCHITECTURE
FNU Server with
Application and
Adapter CRM Server
Database

Web Service
Connection Web Service
Connection

Internet Cloud hosting facebook
onto which users will connect

Secure Connection Secure Connection
Firewall Firewall
Users connect to facebook
application via Internet FNU server will only
requests for data through
secure connection with
the CRM database. FNU
does not write back on
the CRM’s database
USERS

Initial Steps – The First Time

One Time FB Confirmation

ShawMan
‘desire’ ShawMan

Click here
‘desire’
and enroll

One Time FB Confirmation

‘desire’

Click

Already A Club Member of
‘desire’?

Club membership #

Mobile no.

Submit Cancel
Not a Club member? Click here

Click

Membership Notification

Thank you for submitting your membership details. We will
notify you once we have verified your details.

Provision for Enrollment from FB

Club
Enrolment form

First name [Name pulled from FB, can be edited
Surname [Name pulled from FB, can be edited
Date of Birth DOB pulled from FB, can be edited
Gender

Mobile no.

Email Mail ID Pulled from FB, can be edited

Click Submit Cancel

Thank you for submitting the enrolment form. You will hear
from us shortly.

Message Alert

‘desire’ Message:
Congratulations! Your
registration has been
successful. You can
now manage your
Club account and earn
exciting rewards

Buzzing the market
Welcome, ‘Name’

New
Marketing Messages for posting appear here!

Share with friends & Earn 25 bonus points Share Not Now


Like & Earn 10 bonus points Like Not Now

Older

Comment & Earn 100 bonus points Comment Not Now


Thank you! You have already ‘Liked’ this post

Buzzing the market
Welcome, ‘Name’

New
‘Name’ Has shared ‘desire’
message few seconds ago
Share with friends & Earn 25 bonus points
The POST appears on the wall of NAME.
Share Not Now


Like & Earn 10 bonus points Like Not Now

Older

Comment & Earn 100 bonus points Comment Not Now


Thank you! You have already ‘Liked’ this post

Earning Buzz Points
Welcome, ‘Name’

Congratulations! xx points have been added into your Power
25 points have been added into your Club
Club account for Liking post. on post.
account for posting the comment on your wall.
Commenting

Redeeming Buzz Points
Welcome, ‘Name’

Redeem Your Points

Total Points

Points Redeemed Till Date

Point Available for Redemption

Current Tier

Click Here for an Click Here for
M-Coupon Rewards Gallery

Redemption of Points

Select ‘for a discount on my next purchase’

Redeeming as M Coupon

Point Available for Redemption
Thank you for redeeming your points. Redemption coupon has
been sent to your mobile phone.
Enter Points to Redeem

Confirm Mobile #

Redemption of Points

Select ‘for Treats’

Redemption Through Rewards Gallery

Welcome to Rewards Gallery
2000 points

Rs.750/- 1000 points Movie for 2 750 points Rs.375/- 500 points

Select Select Select
Enter last Name Enter First Name Enter Mobile #

Address Line 1 Address Line 2 Address Line 3

Enter City
Confirm Cancel

A Suggested Approach

CRM FaceBook

1 Bring Facebook traffic
to your App
Make them Loyal 4
2
Offer them incentive to
Get them to visit your brand often
5
Advocate 3 Keep them excited
through schemes

Building Further on FB Platform

Enroll on our
FB App
today &
experience
excitement

How Do I Start Now?

Sign up right away!

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