What Is CRM
What Is CRM
What Is CRM
BENEFITS OF CRM
Better Knowledge Of Customer
Better Segmentation
• Putting the appropriate people in the right place at the right time.
• A successful people strategy is implemented first, followed by a workforce analysis.
• The skills and development of the workforce are examined as part of the workforce
analysis.
Lead Management
Customer Service
• Focuses on comparing customer data and gaining knowledge about their buying
habits.
• CRM also makes this data available to any department that requires it.
• As a result, sales, marketing, and personnel departments can improve their consumer
understanding.
Marketing
Business Reporting
Analytics
• The information obtained from the data is utilized to study market trends.
• Historical and current data aid in producing charts and diagrams, allowing for more
comprehensive trend analysis.
• To forecast company situations at any given time.
CRM PROCESS
IDENTIFYING TARGET MARKET AND VALUE PROPOSITION
CUSTOMER HANDLING
It has to be done on a priority basis. Let’s say there is an existing customer who’s
interested in buying a new product, the priority given to him should be higher.
2nd let's say there is a customer who has subscribed to our mailing list, he should be the
given 2nd most priority
3rd are people coming from ads and other methods, these are the customers that are most
difficult to convert, so they are on a lower level of priority.
RE-ENGAGING CUSTOMER
It is basically reminding the customer about the business. It is a never-ending task and
they have to be engaged constantly. It is of utmost importance and is going to yield great
results
IN CRM PROCESS THE 3 MOST USED ENGAGEMENT STRATEGIES ARE:
1. customer satisfaction survey
2. emails
3. social media
EXAMPLES OF CRM
APPLE'S CRM GROWTH STRATEGY
Apple asks you to create an apple id. This synchronizes user experience across all apps.
This data helps Apple to provide relevant recommendations for users
Create an Amazon account. It tracks your purchase history, analyzes buying patterns, then
it will promote tailor-made marketing campaigns for the user. It helps customers with
speedy checkouts by adding a one-click order option.
Customer Segmentation:
We should divide our customers based on their purchasing behavior, preferences,
demographics, and other relevant factors. This will allow us to personalize our
communication and marketing efforts. As every customer is different and has different pain
points, segmentation will help us personalize their experience with HP.
Personalized Communication:
Personalization is the key to gaining customer loyalty as it makes our customers feel more
valued. We can utilize customer data to send targeted and personalized messages to our
customers. We will send relevant product recommendations, exclusive offers, and
promotions based on their previous purchases or browsing history.
Loyalty Programs:
Offering discounts, special privileges, and exclusive access to new products or events to
incentivize customer loyalty.
Omnichannel Approach:
We will interact with our customers through multiple channels such as email, social media,
live chat, and mobile apps trying to ensure consistent messaging and a seamless experience
across all touchpoints.
We will regularly collect feedback from our customers to understand their needs,
preferences, and pain points.
Social Media Engagement:
We have to actively engage with our customers on social media platforms by responding to
comments, addressing queries, and sharing relevant content.