CIM CRM Workshop

Wednesday 13 April 2011 CIM CRM Workshop 1

Customer relationship management, databases & the web ,[object Object],[object Object],[object Object],[object Object]

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]

Introductions ,[object Object],[object Object],[object Object],[object Object]

Why are we doing this ,[object Object],[object Object],[object Object],[object Object],[object Object]

What is Marketing? ,[object Object],[object Object],[object Object],[object Object],[object Object]

CRM is about customer interaction ,[object Object]

The Key Word is profitable ,[object Object],[object Object],[object Object],[object Object],[object Object]

It is a balance of art and science ,[object Object],[object Object],[object Object],[object Object]

However it must support the key brand values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Effective Implementation needs an integrated approach ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CRM is Knowledge Management ,[object Object],[object Object],[object Object],[object Object],[object Object]

What does this involve for small companies ,[object Object],[object Object],[object Object],[object Object],[object Object]

Themes to establish ,[object Object],[object Object],[object Object],[object Object]

Strategy - What you must know ,[object Object],[object Object],[object Object],[object Object],[object Object]

Information needed to plan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Marketing Strategy - the issues ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What you must know about your clients ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Exercise 1 ,[object Object],[object Object],[object Object],[object Object],[object Object]

What you must know about your marketing processes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CRM is not just about sales ,[object Object],[object Object],[object Object],[object Object]

To be successful consider the business as a whole ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The definition of the Sales and Service pipeline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Nature of Customer Encounters

CRM becomes critical for companies as the web brings more interaction ,[object Object],[object Object],[object Object],[object Object]

What does the Web bring to the party ,[object Object],[object Object],[object Object],[object Object]

BREAK ,[object Object],[object Object],[object Object]

Methods of communication from web site include ,[object Object],[object Object],[object Object],[object Object],[object Object]

Ovum study ,[object Object],[object Object],[object Object],[object Object],[object Object]

What would getting it right mean? ,[object Object],[object Object],[object Object]

How are other companies using the web now? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Think about it … ,[object Object]

Other HP findings ,[object Object],[object Object],[object Object],[object Object]

Why this is important ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CRM depends on overall perception of the company

Management ,[object Object],[object Object],[object Object],[object Object]

A good CRM system can ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Sales management ,[object Object],[object Object],[object Object],[object Object]

Customer Service and Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service team can see Sales logs

Large vs small solutions ,[object Object],[object Object],[object Object]

Internet support ,[object Object],[object Object],[object Object],[object Object]

Imperatives of E-relationships ,[object Object],[object Object],[object Object],[object Object],[object Object]

Rules to succeed ,[object Object],[object Object],[object Object]

Conclusion ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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CIM CRM Workshop