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CRM PILLAR 3 - Coggle Diagram

- - - - Web Analytics
        
        Understand the behaviour of customers
    - - connect with customers to build brand , Increase sales and drive online traffic
      - Publishing
        
        Publish content automatically at a preferred time and frequency
      - Engagement
        
        enhances social media engagement motions and posts
      - Analytics
        
        monitoring and comparing of performance across various social media platforms
      - Adertising
        
        implementation of targeted marketing as ads
  - - - Based on Trigger Marketing
        
        Timely and Relevant to customer
      - Based on Behavioural Marketing
        
        Contextual events or customer behaviour
    - - Automates Planning , Implementing and monitoring results
      - Requires specific rules and algorithms
      - Automatic selection of targeted contacts, customisation of message and delivery of message
  - - - development and operation of customer loyalty programmes
    - - Prepares management an comprehensive view of the entire marketing strategy
  - - - Enables companies to deliver
      - the right message to
      - the right customer at
      - the right time through
      - the right channel
- - - - Allows companies to receive and distribute Incoming communications from customers
      - Acknowledge customers's service requests, make service appointments etc
        
        Allows service staff to respond effectively to enquiries and Issues through multichannel
    - - Repository of Information to help the support staff In case resolution
      - Useful for new staff to learn faster , help experienced staff to find Information about rare problems
    - - Report , Enquiry and feedback
      - Full cycle from Initial notification of Issue till time Is closed
        
        Ensure that the right enquiry or Issue Is routed to the right staff for resolution
  - - - Reduce the demands on support staff
      - usage of chatbot, mobile applications and telephony systems
  - - - Agent Management
        
        Enables managers to plan the manpower deployment efficiently
        
        have visibility of all staff's availability and performance
      - Service Analytics
        
        provides statistics to measure effectiveness and efficiency of Individual support staff
- - - - Data for customers
        
        Knowledge Management
        
        External Parties
        
        Facilitate customers' self service
        
        Products & services Infomation
      - Related data forms the foundation for the execution of CRM strategy
        All forms of CRM (I.e strategic , operational , analytical ) rely on customer related data
      - Proficiency at acquiring , enhancing, storing , analysing and using customer related data Is critical to CRM performance
      - Data about customers
        
        Customers' details
        Purchase history
        Feedback history
        
        Single view of customers
        
        Internal Users
        
        Customer Database
    - - Marketing Automation (MA)
      - Sales Force Automation (SFA)
      - Service Automation (SA)
  - - - Integration
        
        Allows data from various channels to be Integrated easily
      - Accessibility
        
        Allows access to both office-based and off-site staff
      - Compatibility
        
        Compatible with the existing systems In the company
      - Scalability
        
        Able to accommodate future Increase In data and users :
    - - Data
        
        Stored On 3rd party data base (Cloud Computing)
        
        Stored locally (On-Premise)
      - Customisation
        
        Restricted (Cloud Computing)
        
        Full Customisation (On-Premise)
      - Investment
        
        Lower Initial Investment (Cloud Computing)
        
        Higher Initial Investment (On-Premise)
      - IT Expertise
        
        Not required (Cloud Computing)
        
        Required (On Premise)
      - Maintenance
        
        Managed by 3rd party (Cloud Computing)
        
        In House (On-Premise)
      - Security
        
        Managed by 3rd Party (Cloud Computing)
        
        Managed Internally (On-Premise)
    - - Usability
        
        Should be User Friendly (UX/UI)
      - Flexibility
        
        Cater to needs of different users
      - Performance
        
        perform Its tasks reliably
- - - - potential revenue - generating customers that needs to be tracked for completion
    - - complete dashboard of contact Information profiles Interactions purchases and all other activities
    - - allows company to create, track , assign , segment and perform real-time leads tracking
    - - provides sales team , sales related documents such as brochures, price lists, products specifications
    - - allows sales staff and customers to design and customise products, services or solutions easily
    - - Enables sales staff to customise proposals and generate price quotations
    - - Step 1 : Generation of details
        Step 2: Conversion of Customers
        Step 3 : Acquisition of Customers