E-commerce Customer Relationship Management

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E-commerce Customer Relationship Management:

E-commerce Customer Relationship Management Prepared by: Boloron , Jarin R.

Customer Relationship Management:

Customer Relationship Management Customer Relationship Management programs manage a company's interactions with customers, clients and sales prospects. At its most basic, CRM tracks every stage in the sales process for every prospective client, but many systems also handle opportunities, territories, sales forecasts, analytics, workflow automation, quote generation, and product information .

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CRM is a business strategy that aims to understand, anticipate and manage the needs of an organization's current and potential customers. The adoption of C.R.M. is being fuelled by a recognition that long-term relationships with customers are one of the most important assets of an organization. It is a comprehensive approach which provides seamless integration of every area of business that touches the customer- namely marketing, sales, customer services and field support through the integration of people, process and technology .

Characteristics of CRM:

Characteristics of CRM Relationship management is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers’ requirements, direct online communications with customer and customer service centers that help customers solve their questions . Sales force automation. This function can implement sales promotion analysis, automate tracking of a client’s account history for repeated sales or future sales, and also coordinate sales, marketing, call centers, and retail outlets in order to realize the sales force automation.

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Use of technology. This feature is about following the technology trend and skills of value delivering using technology to make “up-to-the-second” customer data available. It applies data warehouse technology in order to aggregate transaction information, to merge the information with CRM solutions, and to provide KPI (key performance indicators ). Opportunity management. This feature helps the company to manage unpredictable growth and demand and implement a good forecasting model to integrate sales history with sales projections.

Data Warehousing:

Data Warehousing is a copy of transaction data specifically structured for querying and reporting. Technique for assembling and managing data from various sources for the purpose of answering business questions. A process of transforming data into information and making it available to users in a timely enough manner to make a difference.

Data Mining:

Data Mining The data mining process involves searching, selecting, exploring, and modeling large amounts of data to uncover. Data mining use different families of computational, statistical and machine learning methods that include statistical analysis , decision trees, neural networks, rule induction and refinement, and graphic visualization among others, to exhaustively explore data to reveal complex relationships that may exist.

Customer Interface:

Customer Interface The description of an organization's connection to its customer(s) including the people involved, the information flow, the communication content, and any applicable polices and procedures.

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