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CRM collects and organizes customer data to make profitable decisions…
CRM
collects and organizes customer data to make profitable decisions
Capabilities
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)
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)
Sales acceleration (customer journey, lead->negotiation->contract->post sale, management)
Lead Management
Key enabler
: Integration with
sales, marketing, tech and customer service to pursue a single customer view
Tech (ecommerce, CMS)
Sales
Marketing
Social Media
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
AI based platform
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