CRM
collects and organizes customer data to make profitable decisions
Capabilities
Key enabler: Integration with
sales, marketing, tech and customer service to pursue a single customer view
Tech (ecommerce, CMS)
Sales
Marketing
Marketing Automation (chatobts to communicate, email to qcquire new prospects, lead generation, look alike canmpaigns)
Customer Services (ticketing systems) and communications (live chat, calls, email, sms)
AI based (voice based support, personalization, recommendations)
Social Media
Single Customer View through a customer data management platform
Predictive analytics
Social CRM (understand brans sentiments, build strong relationships, incorporate customer feedback into the roadmap and ensure the brand equity)
Criteria to evaluate a CRM platform
• Deployment type (on-premise vs. hosted)
• Customization options
• Usability/UX
• Mobile access
• Security and privacy
• Ease of integration
• Scalability
Sales acceleration (customer journey, lead->negotiation->contract->post sale, management)
Benefits
Create a SCV
Provide greater visibility into sales, marketing and customer service processes
Improve customer retention
Help optimize customer communications
Automate tasks
Increase customer satisfaction
Predict customer needs and wants
Lead Management
AI based platform