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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? • • • • • 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