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PBL SEMINARS 1 - Coggle Diagram
PBL SEMINARS 1
PBL 01- PBL Process
Step 2: Problem Identification (Facts finding from scenario)
Step 3: Idea Generation (Brainstorming)
Set Ground Rules
Step 4: Learning Issues
Step 5: Seek Information
Step 6: Synthesis and Application
Old and New Perspective
Unable
to
perform direct marketing
(
no access to data
)
Unable
to
customized products
(
huge disadvantage in toy industry
)
Unable
to perform
data mining
(
Data visualisation, sales reports, etc
)
Past:
Campaigns
Direct Marketing
Generic Mass advertising
Competing Prices
Present:
Data Mining
Direct Marketing
Customised Product
Privileged Customer
Purpose
Provide
examples
of
how
to
construct
the
FILA table
Scope the knowledge
that
you need
for
each PBL session
Provide
objective
of
PBL Sessions
Explanation
of the
relevance
of
PBL
in your
subject
Role
of
CRM
in
Today Business
Operational
CRM (
Most commonly used
)
Automation
: service
automation
, sales
automation
, marketing
automation
Analytical
CRM
Intelligent mining
of
customer data
for
strategic or tactics
Strategic
CRM
Aligning business strategy
with
customer- centric goals
that
aim
at
keeping profitable customers
Benefits
of
CRM
Increase customer satisfaction
and
loyalty
Call Centres
become
efficient
Cross sell products more effectively
Sales staff
closes
deals faster
Simplify marketing and sales process
Increase internal accountability
Increase employee satisfaction
Generating new customers
through
better business intelligence
Increase profits
through
customers
Where
does
information
get
disjointed
Handing over of accounts
from
owner to son
Working in silos
Sales Team
keep their
information separately
and
according to personal preference
Stages of Trust
Middle Stage
Trust
This is
present
when
one has a historical knowledge
of the
other party
and
can predict
to
some extent how reliable the party can be
End-Stage
Trust
This is
found
in the
later stages of a relationship
where
there is mutual understanding
and an
emotional bond
between the parties
Early-Stage
Trust
This is
present
when a
relationship has just form
and
there is a belief
that the
other party
is
not out to go cheat
Reasons
Companies
Embark on CRM
Organisations
need to
plan, develop, execute and analyse all marketing, sales and support activities
Marketing
-
planning, resources, co-ordination of activities to reach out to markets
(
advertisements
,
events
,
campaigns
)
Lead generation
,
priorization
,
distributions
,
follow up
,
initiating sales contact
,
proposing
,
closing deal
,
delivery
,
follow ups
,
problems and refunds
Relationship
A
relationship
consist of
interaction between two parties over time
5 Phases:
Exploitation
Maturation
Awareness
Commitment
Dissolution
Problem Based Learning
PBL 1
Old
and
New
perspective of CRM
Role of CRM
in
todays business
Disjointed information
provided in
problem scenarios
Benefits
of
CRM systems
Relationship
,
trust in companies
Reasons
companies
embark on CRM