View
269
Download
1
Category
Preview:
Citation preview
8/11/2019 CRM & Social CRM
1/30
CRM & Social CRM
Angsuman ChakrabortyRelaso (Taragana Inc)
8/11/2019 CRM & Social CRM
2/30
Contents
About us
What is CRM?
Why do you need CRM?
o! can you le"erage CRM?
What is Social CRM?
#ros and Cons o$ Social CRM
Summary
More in$ormation
8/11/2019 CRM & Social CRM
3/30
About Angsuman Chakraborty
%"er ' years o$ industry eerience in architecting* leading &de"eloing So$t!are roducts $or +ortune ,-- to startucomanies in .SA & India
/0Tech (onours) IIT 1haragur
Co2+ounder Taragana Inc
Chie$ So$t!are Architect at 3oubleT!ist Inc0
Consultant Architect Milliore Inc0
#roduct & Technical 4ead $or 5tensity 5ense Reort($lagshi roduct) and Tra"el #lan roducts* Tech0 lead $orTimesheet roduct 6 three roducts !hich lead to "erysuccess$ul I#% o$ 5tensity in 7---
Sun Certi$ied 8a"a Architect
Senior Management Course $rom AMA
8/11/2019 CRM & Social CRM
4/30
Taragana Inc
3e"elo So$t!are roducts & ser"ices
+e! notable clients9
In"itrogen Inc0 Milliore Inc0
Scris Research 4aboratories
:7-0com 8otmate Inc0
SciMagi Inc0
World!ide customers base (o"er 7---) $or Machine
Translation So$t!are
8/11/2019 CRM & Social CRM
5/30
Customer Relationshi Management
In Peter F Druckers words, the purpose of business is to create
and keep a c ustomer.
Today, when businesses are scrambling to get customers, theimportance of Customer elationship !anagement "C!# cannotbe ignored
8/11/2019 CRM & Social CRM
6/30
What is CRM?
Customer
Increase customer satis$action
Add ne! customers
Increase sales $rom eisting customer
Relationshi !ith
5isting Customers
New prospects
Management
Tracking
Analytics
Reorting
Automation
8/11/2019 CRM & Social CRM
7/30
Why CRM9 As ;ro!th 3ri"ers
< Today, getting new customers is a problem. etaining them is e$en more
hard, which is in direct proportion to the growth factor of C!
< The need for the companies to optimi%e marketing spend and deli$er
offerings in a more defined manner
< Customer delight gaining more and more importance
< C! application pro$ides an effecti$e way to enable cross&selling
< 'ith increasing competition in all sectors of industry companies with more
customer awareness will gain
< (rowing )!* segment which has lower propensity to spend on marketing
would rely on C! software
< (rowing ser$ice industry which banks on customer knowledge for growth
% 3 d CRM i ; i i ; d i
8/11/2019 CRM & Social CRM
8/30
%n 3emand CRM is ;aining ;round in
IndiaComany
/usiness Model in India
+osted
+osted
+osted
+osted
+osted
+osted
+osted
nPremise
n
Premise
n
Premise
< !ost of the companies are
e-ploring the best possible
marketing mediums including !ass
media, new media, marketing
channels such as seminars, online
demos dri$e the $olume of salesand enuiry
< Tier I cities has the significant
share . Tier II cities are also
emerging as the destination for
C! pro$iders
< The demand for C! solutions in
India is likely to be dri$en by large
organisations and )!*
8/11/2019 CRM & Social CRM
9/30
Why CRM
Increase customer satis$action
4oyal customers
More reeat business More cross selling oortunities
Word2o$2mouth ad"ertising
Cost reduction Sel$2ser"ice
5liminate manual data entry & noti$ications
Automate !ork$lo!
8/11/2019 CRM & Social CRM
10/30
Why CRM
Shared in$ormation
4e"erage ne! rosects
Cross selling Analytics
Record o$ all interactions
Maintain commitments 4egal (S%=* 82S%=* /ill > etc0)
/usiness Analytics & Reorting
8/11/2019 CRM & Social CRM
11/30
4egal Re@uirements
1ey $inancial rocesses
Marketing discretionary sending
Sales re"enue recognition Ser"ice credits and roduct returns
Audit Trail
Monitoring business acti"ities Tracking cost and re"enues
8/11/2019 CRM & Social CRM
12/30
Sales +orce Automation
Tracking* recording & streamlining salesrocess
Sales $orecast /usiness insight into oortunities* territories
Work$lo! automation
8/11/2019 CRM & Social CRM
13/30
Marketing
Tracking & Measuring Multi2ChannelCamaigns
5mail* SMS* Search* Social Media* Telehone*3irect Mail* Tele"ision* e!saer etc0
R%I Analysis
4ead @uali$ication & 4ead Targeting
8/11/2019 CRM & Social CRM
14/30
Relationshi Marketing
Stage based
A!areness B Comarison B Transaction B
Rein$orcement B Ad"ocacy Trigger based
Automation
8/11/2019 CRM & Social CRM
15/30
R+M
R+M is used to analye customer beha"ior andde$ine market segments0 It is articularly
oular in retail0 Recency 6 o! recently the customer urchased
+re@uency 6 o! o$ten he urchases
Monetary "alue 6 o! much does he send?
Categorie attributes (CAI3)
8/11/2019 CRM & Social CRM
16/30
/usiness Analytics & Reorting
Market Segmentation & targeted marketing
Re"enue roDections
R%I analysis o$ Camaigns
Sales $orce er$ormance monitoring
Relati"e gro!th across segments
000
8/11/2019 CRM & Social CRM
17/30
Communication & Collaboration
Communication* communication & communication
Customer
Internal 4eads to9
Collaboration
Cross selling
4earning $rom others mistakes
Moti"ation
000
8/11/2019 CRM & Social CRM
18/30
CRM +ailures 7--27-->
7-- ;artner ;rou 6 ,-E
7--7 /utler ;rou 6 :-E
7--7 Selling #o!er* CS% +orum 6 '>0FE
000
7--: 5conomist Intelligence .nit 2 ,'E
8/11/2019 CRM & Social CRM
19/30
CRM Challenges
Management
Suort
Change Agent
Gision & Strategy
5nd .ser Adotion
Total Cost o$ %!nershi
Time o$ imlementation
Customer Adotion
e! Challenge9 Social Media
8/11/2019 CRM & Social CRM
20/30
CRM Challenges9 5nd .serAdotion
A !ell cited study by AMR Research$ound that e"enamong to CRM "endors* 47 percent of companiesreported serious challenges with end-user adoptionthat o$ten ut roDects in Deoardy0
Analysis sho!s that CRM imlementations that do notmake daily tasks more productive$or indi"iduals !ill notsee cororate bene$its0
2 htt9HH!!!0crmlandmark0comHsur"eycrm$ailures0htm
8/11/2019 CRM & Social CRM
21/30
CRM Challenges9 Social Media
Most CRM So$t!are designed in re2Social Media Age
Social Media is sometimes added as an a$ter2thought!hich con$licts !ith eisting aradigm
Social Media gi"es control to common users
3isruts command and direction o$ traditionalcommunication
Re@uires raid resonse time
Cororates cannot Jmuscle inK on social arena Amli$ies "oice o$ eole in marketlace and
ro$oundly a$$ects buying atterns
8/11/2019 CRM & Social CRM
22/30
%ortunities in Social Media
%ortunities
#ositi"e "iral e$$ects can be le"eraged to market toa large audience !ith minimal budget !hich alsogi"es more o!er to ne!er* less2$unded cometition
Ability to $orge long term relationshis !ith largegrou o$ eole easily
Source $or high @uality leads
Traditional CRM is ill2e@uied to handle SocialMedia challenges and le"erage oortunities
8/11/2019 CRM & Social CRM
23/30
Relaso Social CRM
4ead* Contact & /usiness Management
Task* 5"ent & Todo Management
%ortunity Management
Marketing Camaign Management
Social Media & /log Management
%nline /rand Monitoring & Management
.ni$ied Communication & Collaboration
Customer Ser"ice Management
3ocument Management
3e$ect & +eature Tracking & Management
/usiness Rule & Work$lo! Management
5tensi"e Reorting !ith Custom Reort Creation
8/11/2019 CRM & Social CRM
24/30
8/11/2019 CRM & Social CRM
25/30
Why Relaso?
Relationshi disco"ery $or rosects
Single communication inter$ace $or leads*
customers* team members integrating 5mail*SMS* #hone* Web* T!itter* +acebook* 4inkedIn*/log
CRM Accessibility $rom Web* Mobile (>--Rshone to Smarthones) !ith or !ithout internetaccess* 5mail* i#ad like de"ices
Multi2lingual
8/11/2019 CRM & Social CRM
26/30
Why Relaso?
Relationshi disco"ery $or rosects
Single communication inter$ace $or leads*
customers* team members integrating 5mail*SMS* #hone* Web* T!itter* +acebook* 4inkedIn*/log
CRM Accessibility $rom Web* Mobile (>--Rshone to Smarthones) !ith or !ithout internetaccess* 5mail* i#ad like de"ices
Multi2lingual
8/11/2019 CRM & Social CRM
27/30
Relationshi 3isco"ery
Signi$icantly imro"es LeadConversionbyautomatically disco"ering(and in$orming about) real2
li$e relationshis !ithin youreisting contacts* customersand leads0
C%+I35TIA4
8/11/2019 CRM & Social CRM
28/30
Multi24ingual
Add data in your o!nlanguage
.se multile languages insame account* e"en by
same user Search across languages
4ocaliation o$ userinter$ace
C%+I35TIA4
8/11/2019 CRM & Social CRM
29/30
CRM 6 A Summary
CRM has addressable challenges
CRM is a rocess* not Dust a technology
CRM today is a re@uirement not a luury $ormost business
8/11/2019 CRM & Social CRM
30/30
Resources
Re"ie! o$ CRM $ailures htt9HHi0"uH;u
CRM Success +actors htt9HHi0"uH;um
Taragana htt9HHtaragana0com
Relaso htt9HHrelaso0com
http://pi.vu/GuHhttp://pi.vu/Gumhttp://taragana.com/http://relaso.com/http://relaso.com/http://taragana.com/http://pi.vu/Gumhttp://pi.vu/GuHRecommended