Download Powerpoint - Newport AOIT

CRM
Rosemary O’Dwyer
CRM
• What does CRM stand for?
– Customer Relationship Management
• CRM is a business strategy used mainly by large
businesses to keep track of their customers.
• It creates a more personal association between
business and customer, gaining the customers trust
• CRM is customer-centric; it is all about the customer.
What can CRM do?
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Records all information
Cuts down A LOT of busy work
Customer Service
Creates a “customer experience”
Increases sales
CRM as a software
• It is a database which holds all of the
customers information in one place.
• Data which includes their personal
information(name number email etc.) also
phone calls, products purchased.
Social Media
• The impact that social media has on
businesses
- advantages
- disadvantages
SCRM
• SCRM stands for Social Customer Relationship
Management
• Managing customers from a more social
standpoint. – interacting with customers
through social media
• Online customers
salesforce
• Great example of a CRM software company
• Worlds leading One-to-One digital marketing
platform
• Customizable- setting up the application(s)
how you want it to run
• Cloud computing
Features
• Account / Contact
Management
• Opportunity
Management
• Reports / Dashboard
• Chatter
• Sales Force
Automation
Account and Contact Management
• Contact Information
• Social Contacts
• Complete History of all interactions
Chatter
• Chatter is a group chat amongst co-workers
(Similar to AIM. Instant messaging)
• Great for:
- collaboration projects with co-workers
- staying up to speed with the company its
customers and employees
- sending files
Sales Force Automation
• SFA automates:
- Business tasks
- Inventory control
- tracks customer interaction
Cloud computing
• Saves space: No hardware
• Saves time and money: No Software
• All data is in one place, that can be accessed
anywhere anytime
• All data is backed up and saved on the cloud