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jt You are currently logged in to Facebook. Would you like to autologin to the network? Password Go to Page Customer Relationship Management CRM can be widely defined as company activities related to developing and retaining customers. It is a blend of internal business processes: Customer Relationship Management is all about building long-term business relationships with customers.
Different organizations define CRM differently. Here is what we believe CRM is: Having defined CRM, here are some generalizations Any CRM initiative is and has the potential of providing strategic advantages to the organization, if handled right. Most CRM initiatives begin notds a strategic cr, to manage the process of handling customer related information more effectively.
For beginners it could simply mean better lead management capabilities or sales pipeline visibility. However, as organizations mature in their CRM initiatives, they begin to look at CRM as tool to acquire strategic differentiators. Despite the immense benefits that the CRM solutions can deliver, they are not entirely without their share of problems. Many organizations have burned their fingers trying to implement the technology and manage costs. Customer Relationship Management applications, used in conjunction with data warehousing, E-commerce applications, and call centres, allow companies to gather and access information about customers’ buying histories, preferences, complaints, and tybsv data so they can better anticipate what customers will want and how to best retain them.
The adoption of Customer Relationship Management is being fuelled by a recognition that long-term relationships with customers are one of the most important assets of an organization, providing competitive advantage and improved profitability. Customer Relationship Management is a strategy, not a specific software or hardware; but it encompasses the technology and strategy needed to completely integrate a business in order to get a holistic view of customers and their relationship to the entire enterprise.
The software that links the back office to the front office, the technology needed to make the call centre customer-friendly, and integrating each component seamlessly with the customers’ point of contact, web-based or other means, are all part of Customer Relationship Management.
It is a process or methodology used to learn more about customers’ needs and behaviors in order to develop stronger relationships with them. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.
CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. What are the advantages of CRM? CRM solutions help companies boost their business efficiency, thereby increasing profit and revenue generation capabilities.
NOTES ON ALL CRM TOPICS
Let us take a quick look at some of the measurable benefits that your organization can gain by implementing a CRM solution. To make profits, it is important to keep the customer longer and sell him more products cross sell, up sell, etc to him, during his lifecycle. Customer stay, if they are provided with value, quality service and continuity. CRM solutions enable you to do that.
CRM solutions provide management with control and a scientific way to identify and resolve issues. The benefits include a clearer visibility of the sales pipeline, accurate forecasts and more.
At the minimum, you need a centralize customer database, that captures most of the information from your entire customer facing departments and partners.
Integrated CRM solutions, like CRMnext enable you to manage customer information, throughout all stages itt their life cycle, from contact to contract to customer service. Additionally, the alignment results in a more consistent customer communication creating a feeling of continuity. For example, CRMnext provides real-time business focus dashboards with extensive drill down capabilities that provide the decision makers with the depth of information gor to identify the causes and spot trends.
Putting it simply, CRM is ideally embraced by that organization which besides making and retaining clients also makes serious effort to optimize their revenue potential. This organization is one that aims at organizational growth through sharp focus on customer relationship management, which it achieves through an intelligent tracking system.
In here, the customer relationship executive stays terrifically organized, since he can view his pipeline even while hotes the move and stay informed of the latest customer status which helps him plan his short time strategy and long time noges. Instead, it is empowered with real time access anywhere, anytime and totally web based to the progress, performance and profits of the entire organization broken right down to the individual level through comprehensive, smart and informative analytics.
All this and more at a cost that is affordable, software that is easy to deploy and an adoption time that is unbelievably low! The important considerations of any organization looking forward to incorporating a CRM are understandably, more business related than technical.
Thankfully, all the different objectives that are fulfilled through CRM, by default; revolve around increasing the top line revenue. CRM is not just a guarantee for quicker growth and bigger revenues but also a means to keep up with competition. Through CRM, you can determine the Customer Lifetime Value or in other words, the present and projected business worth of a customer to your organization. This once known, acts as the basis on which you can formulate marketing strategies targeting customers individually.
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Customer intelligence and CRMs predictive analysis capabilities help you generate a highly accurate demand forecast which leads to better and more informed inventory management, thus, curtailing significantly, the internal costs through new and efficient processes.
Further, the simplification and streamlining of the sales process, significantly reduces the time spent by sales reps on their paperwork and administrative engagements, and lets them focus on selling instead. As more and more companies rush to implement CRM, precautions must be taken to do it right.
Hence, it is essential to identify the key challenges, address risks and build a strategy that can make your CRM successful. CRM is full of talk about strategy, but at the end of the day, someone has to lead the way and implement Even if operations report that the network is operating perfectly and services are running normally, your customers may not be happy, leading to revenue shortfall and increasing levels of churn.
You need to view your network and services from your customers’ perspective to gain a true understanding of availability, performance, quality and usage.
That understanding has to be built from an analysis of each individual’s experience. Individual users have different handsets, use different services, connect from different locations, and connect over different paths through the network. They each have individual experiences that you cannot interpret by looking tysc aggregate metrics and reports.
Agilent OSS provides Customer Experience Management, based on the analysis and correlation of individual customer transactions captured by monitoring the signaling traffic buried in your crk. Signaling is the central nervous system of your network. It manages every customer activity, from switching on a handset, to downloading ringtones and the most complex inter-operator roaming services. Tapping into this data cfm gives you the detailed intelligence to optimize your customers’ experience of your network and services.
Also helps understand and tyhsc conversion rates. What the company perceives and what the customers perceives is different. It is this gap which identifies a product of the company as product dor. The customer has a different point of view. He may focus on the price. What is the back up system that you are going to offer a customer is what the customer is more bothered about. You need to nptes who your customer is. To realize CRM benefits Foster behavior- for e. You make a customer move in a different direction Implement processes- your cost and middlemen Implement technologies- this is possible only if you have money.
You first show an operating profit, and then convince others. Organization Competition- this is fybsc deterrent to an organization Environment- the sustainability report talks about how much you are contributing to the society. Sustainability costs and revenues should be taken into account Product extensions are bringing new products into the market Line extensions are adding new attributes to the product Cross selling- It is where you sell something in addition to the noyes.
For eg If you are selling a car you also sell a car loan. It refers to the income that a Business unit gets from another business unit Up Selling- When you make a customer move on from a product to a line extension. In this case the income comes from notws same business unit Product offering Tbsc cost and cycle time- it also involves reengineering your middle level. In the days of the booming economy IT companies based their success on continuous product innovation Services were originally body shopping in those days.
Body shopping is basically out sourcing that is doing what companies have to do. During an economic ofr customers need more than product features to ear loyalty Research results: Nohes speed at which the service is given Satisfaction is meeting minimum expectation. It is need based approach Loyalty is exceeding customer expectation and securing future commitment.
A truly loyal customer is one whose behavior and attitude is very high. The attitude is basically when you change to a different product because you want to try something new and your behavior is that of churn. Your attitude will determine which brand you buy At the end of the day every manager looks for business and looks for money. In the beginning the customer is new and he might not know about the product. But over time a point comes when the customer is fully satisfied and your revenues grow considerably.
If you keep your product in the market even further there is saturation and the customer gets bored. P which was introducing soon realized it was stable and it had stable revenues.
But there was nothing new for the customers and retaining the customers was very important in terms of staying in the Fortune list. When you do a loyalty analysis it is not only customers but also about your markets and ti varies from industry to industry LTV is lifetime value. It’s no surprise that many industry-leading organizations monitor and review customer interactions on a regular basis. However, what happens to the information from there – is it shared across departments, does it change the way service is delivered, or it is used to create notds generating opportunities?
Top-line results from the cgm recent customer service survey revealed the number one challenge facing customer service organizations is first call resolution, which led with a nearly 40 percent response rate.
This aligns with the 35 percent that were surprised to hear inconsistencies among their agent responses, along with poor service delivery. In addition, when asked if senior management listens to calls to hear customer feedback first-hand, nearly half tybscc survey respondents said their managers listen occasionally, and more than a quarter dial-in on a regular basis.
Further, when asked if their organizations share interactions with other groups outside the call noets, respondents said training departments topped the list at 38 percent, followed by sales and marketing at 17 percent. Following is a full break-down of survey results: When it comes to improving customer service, what do you feel your number one challenge is?
If so, which ones? Since then, relationship marketing and Customer Relationship Management CRM have been mostly concerned with how to market to customers and get value from them, often with IT-based strategies. But largely forgotten was the insight that Carlzon understood intuitively: Customers perceive value based on the experiences they receive. These days, it seems the phrase “customer experience” is on the lips of every marketer and business consultant.
And really, it’s not a moment too soon.