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3RD PILLAR - Coggle Diagram

- - - - strategic CRM
        
        Customer acquistio plan
        
        Customer retantion plan
        
        Customer development plan
      - Operational CRM
- - - - Agent management
      - Service analytics
- - - - stored in 3rd party
      - limited customization
      - Lower initial investment
      - IT expertise not needed
      - Managed by 3rd party maintenance and security
    - - In house maintenance
      - stored locally
      - full customization
      - higher initial investment
      - IT expertise needed
      - security is managed internally
- - - - Web analytics
      - Social media management
        
        Publish, engage, analytics, advertising
    - - Loyalty management
      - marketing analytics & reports
    - - Event based marketing
      - Campaign management
    - - Increase scale and scope of campaigns
      - Personalized customer journey
      - Increase in customer reach
      - data driven measurement
- - - - 1) generate
        
        2) Convert
        
        3) customer
      - pipeline management