UNIT - 5 TRENDS IN CRM
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THIS UNIT MAINLY DEALS WITH THE EVOLVING PRESENT DAY TRENDS IN CRM, WHICH IS ESSENTIAL FOR A BUSINESS TO SURVIVE IN THE ,MARKET ARENA.
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UNIT - 5 TRENDS IN CRM
- 1. UNIT – V TRENDS IN CRM By VARUN KESAVAN E – MAIL ID – varunkesavan@yahoo.com 1
- 2. TECHNOLOGY AND 11 C’S OF RELATIONSHIP CUSTOMER CAPABILITES CONTROL OF THE CONTACT TO CASH PROCESSES CUSTOMISATION CUSTOMER MEASUREMENTS CATEGORIES OF GOODS AND SERVICES COST, PROFITABILITY AND VALUE COLLABORATION AND INTEGRATION 2
- 3. CONTINUED………. COMMUNICATION, INTERACTION AND POSITIONG CUSTOMER CARE CHANGE OF REALTIONSHIP 3
- 4. USE OF TECHNOLGY IN CRM SALES APPLICATION MKTG APPLICATION CUSTOMER SERVICE AND SUPPORT APPLICATIONS(CSS) CUSTOMER INTERATION MGMT(CIM) CUSTOMER RELATIONSHIP PORTAL INTERACTIVE MGMT 4
- 5. CRM TECH TOOLS WEB BASED TECH SOFTWARE TECH BESPOKE CRM TECH SOCIAL NETWORKING TECH – PRESENT TECH(RFID, POS) CALL CENTRE TECH CUSTOMER SERVICE HELP DESK SALES FORCE AUTOMATION DATA WAREHOUSING 5
- 6. CONT……. DATA MINING OLAP (ONLINE ANALYTICAL PROCESSING) DSS( DECISION SUPPORT AND REPORTING TOOLS) ELECTRONIC POINT OF SALE(EPOS) SYSTEM INTEGRATION WITH ERP 6
- 7. RQUIRMENT ANALYSIS FOR CRM TECH FASTER COMMUNICATION CLOSER INTERACTION IMPROVING RESPONSIVENESS COST REDUCTION WIDENEING CUSTOMER TOUCH POINTS CUSTOMER PROFILING COMMUNITY DEVELOPMENT 7
- 8. IMPLEMENTATION OF CRM TECHNOLOGY ENTERPRISE ARCHITECTURE AND APPLICATIONS CRM INDUCED CULTURE CHANGE MIGRATION MGMT KNOWLEDGE BASED UTILISATION APPLICATION SERVICE PROVIDERS CONNCETIVITY APPLICATION SERVERS SYS INTEGRATORS BACK – END INTEGRATION 8
- 9. CONTI…… PLANNING AND INVESTIGATION CHANGE MGMT MAINTAINIG AND UPGRADING 9
- 10. EMERGING TRENDS IN CRM TECH CRM ENEABLING TECH FOR INDORECT CHANNELS E – COMMERCE AND WEB BASED CRM ENABLING TECHNOLOGIES SELF SERVICE KNOWLEDGE BASES INTELLIGENT AGENTS AND RULES BASEC APPLICATIONS 10
- 11. E – CRM E – BUSINESS CUSTOMER RELATIONSHIP 11
- 12. FEATURES OF E - CRM FOCUSED ON PROCESS DATA WAREHOUSING DRIVEN MULTI – CHANNEL VIEW 12
- 13. ROLE OF E- CRM IN BUSINESS MATCHING BEHAVIOUR WITH OFFERS SEGMENTING CUSTOMER DATA E – CRM MEMBERSHIP ORG OVERALL SYS IDENTIFY THE DIFFERENCE USED TO INFLUENCE THE OPINION 13
- 14. CONSIDERATIONS FOR IMPLEMENTAING E – CRM SYS IN BUSINESS DEFINE CUSTOMER RELATIONSHIPS DEVELOP A PLAN FOCUS ON CUSTOMERS SAVE MONEY SERVICE AND SUPPORT 14
- 15. E’S OF E - CRM ELECTRONIC CHANNELS ENTERPRISE EMPOWERMENT ECONOMICS EVALUATION 15
- 16. PHASES OF E - CRM PHASE – 1 E – CRM AWARENESS PHASE – 2 E – CRM STRATEGY ALIGNMENT PHAE – 3 E – CRM ARCHITECTURE 16
- 17. E – CRM SOLUTIONS CUSTOMER FACING APPLICATIONS CUSTOMER CENTRIC APPLICATIONS CUSTOMER TOUCHING APPLICATIONS ONLINE NETWORKING AND OTHER APPLICATIONS 17
- 18. TECHNOLOGIES OF E - CRM VOICE PORTAL VIRTUAL CUSTOMER REPRESENTATIVE CUSTOMER RELATINSHIP PORTALS BOT’s WEB PHONES 18
- 19. APPLICATIONS OF E - CRM SALES APPLICATION MKTG APPLICATION CUSTOMER SERVICE AND SUPPORT APPLICATIONS CUSTOMER INTERACTION MGMT(CIM) INTERACTIVE RELATIONSHIP MGMT 19
- 20. REQUIREMENTS OF SUCCESSFUL E – CRM IMPLEMENTATION CUSTOMER INFORMATION QUALITY E – CRM TECH SYS INTERNAL SUCCESS FACTORS EXTERNAL SUCCESS OF E - CRM 20
- 21. DATA WAREHOUSING FOR CRM A DATA WAREHUSE IS A DATABASE USED FOR REPORTING DATA WAREHOUSE CONTAINS 3 LAYERS STAGING INTEGRATION ACCESS 21
- 22. FEATURES OF DATA WAREHOUSING SUBJECT – ORIENTED INTEGRATED NON –VOLATILE TIME VARIANTS 22
- 23. NEED FOR DATA WAREHOUSING DATA ANALYSING REPORTING CONVENINENCE PERFORMANCE 23
- 24. COMPONENTS OF DATA WAREHOUSE DATA WAREHOUSE DATABASE SOURCING, ACQUISITION, CLEANUP AND TRANSFORAMTION TOOLS META DATA ACCESS TOOLS DATA MARTS DATA WARE HOUSE ADMINISTRATION AND MGMT INOFRMATION DELIVERY SYS 24
- 25. DATA WAREHOUSE APPLICATIONS STD REPORTS AND QUERIES QUERIES AGAINST SUMMARISED DATA DATA MINING INTERFACE WITH OTHER DATA WAREHOUSE 25
- 26. DATA MINING FOR CRM IT IS AN EXTRACTION OF HIDDEN PREDICTIVE INFORMATION FROM LARGE DATABASES 26
- 27. FEATURES OF DATA MINING AUTOMATIC DISCOVERY GROUPING DATA MINING AND STATISTICS DATA MINING AND DATA WAREHOUSE PREDICTION ACTIONALBE INFORMATION DATA MINING AND OLAP 27
- 28. NEED OF DATA MINING IN CRM CUSTOMER PROFILING INFORMATION DATABASE MKTG MERCHANDISE PLANNING AND ALLOCATION CALL DETAIL RECORD ANALYSIS CUSTOMER LOYALTY CUSTOMER SEGMENTATION 28
- 29. COMPONENTS OF DATA MINING ARCHITECTURE DATABASE DATABASE FOR DATA WAREHOUSE SERVER KNOWLEDGE BASE DATA MINING ENGINE PATTERN EVALUATION MODULE GRAPHICAL USER INTERFACE 29
- 30. DATA MINING TOOLS AND TECHNIQUES ARTIFICIAL NUERAL NETWORKS DECISION TREES GENETIC ALGORITHMS NEAREST NEIGHBOR METHOD RULE INDUCTION 30
- 31. APPLICATION OF DATA MINING PREDICTION AND DESCRIPTION RELATIONSHIP MKTG CUSTOMER PROFILING OUTLIERS IDNETIFICATION AND DETECTING FRAUD CUSTOMER SEGEMENTATION WEBSITE DESIGN AND PROMOTION 31