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Customer Relationship Marketing Dr. Zahay Copyright by Debra L. Zahay 2002 Marketing and Seduction • Lonely hearts club members • Received direct mail from fictional “lonely women” • Over time, solicited money, gifts Copyright by Debra L. Zahay 2002 Deighton, Harvard University Marketing is…. Copyright by Debra L. Zahay 2002 Customer Relationship Marketing Marketing Customer Service Copyright by Debra L. Zahay 2002 CRM Operations Three phases of company strategy Product Copyright by Debra L. Zahay 2002 Competitors Customers Customer Relationship Marketing • Definition: Process of creating relationships with customers involving integration of processes throughout the company with the objective of create customer value • Integrated Sales, marketing and service strategy • Management approach, not just software • Front-end applications as well as business philosophy Copyright by Debra L. Zahay 2002 CRM means • Understanding your customer • Meeting his/her needs in a way that you also make profit • Looking at your customer in an integrated way • Making sure all touch points are coordinated Copyright by Debra L. Zahay 2002 Other Names for CRM • • • • • 1 to 1 Marketing Relationship Marketing Aftermarketing Segment-of-one marketing IMC Copyright by Debra L. Zahay 2002 Direct Marketing • An organized and planned system of contacts • Using a variety of media • Seeking to produce a lead or an order • Developing and maintaining a database • Measurable in cost and results • Expandable with confidence Copyright by Debra L. Zahay 2002 Interactive Marketing • 1) the ability to address an individual • 2) the ability to gather and remember a response of an individual • 3) the ability to address that individual once more in a way that takes into account his or her unique response (Marketing=conversation) » Deighton, 1996 Copyright by Debra L. Zahay 2002 RM >> CRM >> eCRM Copyright by Debra L. Zahay 2002 To what extent are Interactive Marketing, Direct Marketing, Relationship Marketing and Customer Relationship Management related? Are they the same thing? Copyright by Debra L. Zahay 2002 Why CRM? • Use relationships to grow revenue • Use integrated information for excellent service • Introduce more repeatable sales processes and procedures • Create new value • Instill loyalty • Why else? Kahlota and Robinson 1999 Copyright by Debra L. Zahay 2002 Why CRM in Insurance Industry? • Customer Retention (4/5) • Customer Satisfaction • Cost Savings (2.8/5) Source: Insurancenet, Peoplesoft Copyright by Debra L. Zahay 2002 “The Loyalty Effect” Customers Suppliers Copyright by Debra L. Zahay 2002 Profitability Shareholders Reichheld 1996 Reminder: Aftermarketing, Retention Marketing • The average company loses half its customers every 5 years. • Reducing defections by 5% can increase profits by 25 to 85%, depending on industry. • Up to 85% of customers who defect say they were satisfied. • Customers who are extremely satisfied are 6 times more likely to repurchase than customers who are merely satisfied. • A satisfied customer will tell 5 people while a dissatisfied customer will tell 9 people. Source: Cambridge Technology Partners Copyright by Debra L. Zahay 2002 What is a relationship? Copyright by Debra L. Zahay 2002 Relationships • Reciprocity – “we should return good for good, in proportion to what we receive;. . . We should resist evil, but not do evil in return;. . . We should make reparation for the harm we do.” (Bagozzi (1995), Becker (1990) • In interpersonal relationships, a close relationship is one where two people, “mutually influence each other’s behavior over a long period.” (Kelley 1983) Copyright by Debra L. Zahay 2002 Characteristics of Relationships Copyright by Debra L. Zahay 2002 Type of Customer • Market segmentation – – – – – – Demographic Product end-use Buying situation Customer benefits Customer buying behavior Customer decision making style » Rangan, Moriarty and Swartz (1992) Copyright by Debra L. Zahay 2002 Buying Behavior: Relationship Types • Jackson (1985) – Always a share (Long-term) – Lost for good (Short-term) • Friendship Continuum (Fournier 1998) • Rangan Moriarty and Swartz (1992) – – – – Copyright programmed buyers relationship buyers transaction buyers bargain hunters by Debra L. Zahay 2002 Can a consumer have a relationship with a company? Copyright by Debra L. Zahay 2002 The Relationship Marketing Process Interactions Customize and Personalize of the Marketing Mix Learn About Customers 1. Products/Services 2. Communications 3. Channels 4. Price Interactions Copyright by Debra L. Zahay 2002 Customer Relationship Marketing • Process of creating relationships with customers, integration throughout the company to create value • Integrated Sales, marketing and service strategy • 400-600 software programs claiming to deal with some aspect of relationship management • Claims made for these packages in terms of performance Copyright by Debra L. Zahay 2002 Phases of relationship building • • • • • 1) awareness 2) exploration 3) expansion 4) commitment 5) dissolution • Scanzoni (1979) Copyright by Debra L. Zahay 2002 The Relationship Continuum Mass Market Differentiation/Segmentation Differentiated Personalization Mass Market Customization Customized Relationships Transactions Copyright by Debra L. Zahay 2002 Relationships Not All Customers Are Valued or Treated Equally Tier 1 Tier 2 Tier 3 Tier 4 Copyright 1% 50% 5% 10% 40% 30% 24% 7% 45% 65% 3% 20% Customers Revenues Cost by Debra L. Zahay 2002 Adopted from Haht Corporation Nor Should They Be Treated Equally Improve Customer Service Enhance Customer Loyalty Tier 1 1% 50% 5% Improve Customer Service Tighten Demand Chain Tier 2 10% 40% 30% Reduce Costs Tier 3 24% 7% 45% Grow or Aggregate Tier 4 Copyright 65% 3% 20% Customers Revenues Cost by Debra L. Zahay 2002 Haht Corporation CRM vs. 1 to 1 • • • • Identify Acquire Enhance Retain Copyright by Debra L. Zahay 2002 • • • • Identify Differentiate Interact Personalize/Customize Fulcrum Analytics, The Path to Customer Relationships Meet me (collect data) Remember Me (create database) Value Me (create targeted campaign, campaign management) Copyright by Debra L. Zahay 2002 Understand Me (analyze individual customers, data mining) SAS CRM Business Flow: The Role of Customer Intelligence Copyright by Debra L. Zahay 2002 CRM Technologies Analytical CRM Operational CRM Customer Interaction Supply Chain Mgmt. Order Mgmt. Order Promising Customer Service Marketing Automation Sales Automation Mobile Sales (Product CFG) Field Service Voice (IVR, CTI, ACD) Closed Loop Processing (EAI Toolkits, Embedded/Mobile Agents) Business Performance Mgmt. ERP/ERM Mobile Office Front Office Back Office Business Operations Mgmt. Legacy Systems Conferencing Email Web Conference E-Resp. Mgmt. Collaborative CRM Business Collaboration Management Copyright by Debra L. Zahay 2002 Data Warehouse Customer Activity Data Mart Customer Data Mart Product Data Mart Vertical Apps Marketing Automation Category Mgmt. Campaign Mgmt. Fax, Letter Direct Interaction CRM and the Value Chain Information Technology Application Customer Relationships Value (Use) Primary Inbound Marketing Operations Outbound (Purchasing, (Production, (Distribution) and Sales Logistics) Inventory Management) Copyright by Debra L. Zahay 2002 Service