Please enable JavaScript.
Coggle requires JavaScript to display documents.
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) - Coggle Diagram
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
(CRM) Term refer to practice, strategy, n tech company use to manage n analyze customer interaction
(E-CRM) Part of ebusiness concept by use electronic tool for company to serve customer more accurately w/ faster service
(E-CRM) Support all way of communication w/ customer contain sale, delivery, after sale service
(E-CRM) Support email, online marketing, online purchase, online banking, interaction chat, personalize n customer service, create customer profile, automatic response n help
IMPORTANCE KNOW CUSTOMER
Evolve customer interest
Establish relationship
Understand customer need
Focusing marketing startegy
CRM TYPE
Operational
Streamlines n simplifies company primary business process
Analytical
Focus on connect data, analysis, reporting to help better understand customer
Collaborative
Selling collaborative process
CUSTOMER BG INVESTIGATION METHOD
Custom database
Database provided by country worldwide, to check trade data transaction, import export data
Google n local search engine
Enterprise website of customer
Enterprise database
From other channel
Ask customer itself
SUPPLIER INFORMATION BG
Experience in industry
Production capital
Production scale
Product certification n patent
Position of field / industry
Oversea service station
Research n design
MOBILE CRM
Boost seller productivity
Enter contact info easily
Access customer info n sale record from anywhere
MOBILE APP N MARKETING THEORY
Acquisition
First step user interaction with app
Activation
User first action to activate account
Retention
Turning app into regular destination for customer