CRM Types - Coggle Diagram
Analytical CRM helps top management, marketing, sales and support personnel to determine the better way to serve customers.
Data analysis is the main function of this type of CRM application.
It analyses customer data, coming from various touch points, to get better insights about current status of an organisation.
It helps top management to take better decision, marketing executives to understand the campaign effectiveness, sales executives to increase sales and support personnel to improve quality of support and build strong customer relationship.
Key Features of Analytical CRM:
Account based Marketing
Buyer Persona Builder
How it can be used in the workplace - Can be used to analyze past sale trends and locates customer's behavior patterns.
Companies can also use Analytical CRM to predict future customer sales based on past data
for example AUDI have used it to transform data into information to understand customer relationshipts better
It allows them to managethe customer database which improves their contact management in customer support
Optimization of marketing and sales activity
Knowledge of what motivates prospects to become customers
Online analytical processing
New sales opportunities
Benefits of a CRM
Maintain a centralised database across your sales org
Manage all communication and interactions with prospects
Automate data entry
Be reminded to follow up with prospects
Organize contact data
Create sales reports
Automate forecasting for your sales performance
Scale your sales processes over time
Ensure team communication is facilitated
Keep the same software as your company grows
Make administrative tasks efficient
Allows you to create communication between different organizations related to customer service. Can include various company divisions, such as marketing, sales, customer service, technical support, external customers, vendors, and distributors
Gathering customer data and sharing it with different teams allow for everyone to be on the same page. This allows the most efficient customer service as everyone knows what is going on so they answer and questions customers may have.
Definition: Collaborative Customer Relationship Management (Collaborative CRM or CCRM) is a CRM approach in which the customer interaction data of an organization is integrated and synchronously shared to enhance customer satisfaction and loyalty for maximized profitability and revenue.
This allows for businesses to have a niche as they can share their findings to help make a customer fully aware of what is going on which can help you then meet their individual needs.
Cuts down customer service costs.
Increases the value-add of your products.
Provides for better up-selling to existing clients.
Increases customer retention rates and loyalty.
Helps communicate with, retain and serve more customers with fewer resources.
Improve channel interactions
Improves customer service
Interaction management is an effective way to maximise customer relationships if executed well.
Sharing data back and forth with other departments can help you figure out the best times and platforms to communicate through.
By syncing data across your organisation, you can manage every aspect of your interaction, make sure agents are available and alerted to customer needs, plus meet and exceed your public’s expectations.
Some customers prefer to be contacted via email and others through social media. Being able to offer the versatility can help your USP and also maximise the amount of communication your business can have with customers, as they will be more likely to engage if it is through the media of their choice.
: Operational CRM is the lifeline connecting your brand, team of employees, and prospective customers. Its primary purpose is to streamline all business processes to offer the best customer experience. E.g.:
: Its primary purpose is to streamline all business processes to offer the best customer experience.
Some Advantages of Operational CRM
Enhancing marketing processes
Improving internal communication
Maximizing cross-selling and up-selling
Increasing revenue and return on investment
Enhancing customer satisfaction
How it works
: Operational CRM will help to streamline
processes across the entire customer journey:
Definition - Social CRM is use of social media services, techniques and technology to enable organizations to engage with their customers.
Key Features - Storing customer data, listening for mentions. responding to engagement, organising social media posts and analytics (gender, age, country etc)
Faster Customer Service
Build New Relationship
Better understand customer needs & issues
Build & improve brand reputation
Bring social media closer to marketing , sales and service
Examples - Hootsuite, Salesforce, Hubspot, Social Media, Buffer, Sprout special, Mailchimp
Social Media can take time to learn
It can cost money - Can cost money to store data as well as interact with other customers
Time constraints eg. cannot reply/interact with customers on social media when you're out of hours but social media is still moving as it is constant
Customer experience may disimprove due to staff over-reliance on system
Security and data protection issues with centralised data