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Customer Relationship Management(CRM) and Business Intelligence (BI) -…
Customer Relationship Management(CRM) and Business Intelligence (BI)
CRM basic terminology
Marketing action
Customer database
Loyalty
Target group
Lead, opportunity
Account
Conversion
Managing CRM
CRM processes
Marketing
Content marketing
Referral and viral marketing
Pre-sales
Sales
Customer support and helpdesk
Post-sales support
Lifelong client tracking
Sales funnel
Traditional
Lean
User experience (UX)
Social CRM
Sales gamification
CRM KPIs
Conversion rate
NPS
Responsiveness
Sales rate
AARRRR (pirate metrics)
Economy of CRM
Cost of implementation
CRM ROI
Operating and maintenance costs
Implementing CRM
CRM roles
Head of marketing
IT manager
CRM manager
Content writer
Head of sales
Salesman
Empoyee (user)
Gamification of CRM
Resistance
at implementing
at usage
psychological factors
Impl. phases
Analysis of sales process
Data migration
Design of CRM process
User training
Tracking data quality and cleaning
Acquire CRM IT system
Maintenance and upgrades
BI (business intelligence)
Managerial view
BI as decision making strategy
KPI
BSC
Business goals
Business rules
BI processes
Data storage
Extraction, transformation
Data mining
Analytics
Data visualization
Predictive analytics
BI tools
Excel
Qlik
Tableau
Google Analytics
CRM BI analytics
Lead Forensics
CRM - IT support
IT tools
Open CRM systems
Sugar CRM
CRM proprietary platforms
Microsoft Dynamics CRM
SAP
Oracle Siebel
Integration of CRM-ERP
Simple solutions
CRM in Excel
Google Sheets
CRM in files and folders
Unified communications
CRM cloud solutions
bpm' online
Zoho CRM
SalesForce
Bitrix24
Partial solutions
Mailchimp
MailerLite
Buffer
Slack+Smooch.io
Local suppliers (SI)
Intrix CRM
Pronet CRM
Data security