10 technologies that re-invent

1. 10 technologies that re-invent CUSTOMER RELATIONSHIP MANAGEMENT (CRM) - Nikhita Rele

2. What is CRM? A business strategy and process • Build & improve relationships between consumers and businesses • Key feature: Report customer data to decision makers for analysis of market trends • Monitors buying patterns, frequency of customer purchases, customer loyalty

3. Uses of CRM • Back end: - Marketing: trend analysis - Sales: strategies to optimize sales • Front end: - Automates business processes - Improves customer experience

4. 1. Technology VOIP • Voice over IP allows the contact center manager in a call center to manage all interaction types over one network.

5. Integrating VOIP with CRM • Reduces costs • Improves customer services • Eradicates location barriers

6. 2. Web Services and Service Oriented Architecture (SOA) • The architecture provides flexible apps for quick and dynamic changes in a business process, • Standardization • Share information across heterogeneous platforms

7. Integrating SOA with CRM • Ensures a “service-oriented” view of business processes.

8. 3. Speech Applications • VoiceXML helps create the speech technology picture • Normally used with Touchtone technology • Usually with touchtone technology only 10-20% of the phones are answered but with Speech Applications there will be a growth

9. Integrate Speech App with CRM • Reduces labor costs • Promotes quality of speech in the phone • Increase in transactions of answering phone calls at call centers • Therefore improves customer service

10. 4.Outsourced Application Delivery • No installation & maintenance of software on the user’s system • Hence low cost, faster deployment. • On-demand service that gives access to more data, types of mining essential to CRM.

11. 5. Social Networking • Employees build relationships that increase chances of completing sales transactions. • Relationships are tracked in the CRM system • Measures a company's relationship capital

12. 6. Wireless Connectivity and Applications • Stay connected at all times, 24/7 communication with customers • Increases functionality and productivity • Data required for CRM is accessible anytime

13. 7. Presence Technologies (RFID, POS) • RFID (Radio Frequency ID Tags): identifies the customer, the transactions you had with that customer, and relate all of that to provide a more positive experience for that customer • Point-Of-Sale – provides insight in sales activity through terminals.

14. Applying RFID &POS into CRM • Locates customer details • Personally tailor messages • Helps in networking with consumers.

15. 8. Open Source CRM • Open Source CRM helps in unlocking source code to consumers so consumers can : - Build their own software, distribute, manipulate • Gives flexibility to business consumers • Lowers IT costs

16. 9. Embedded Analytics and Business Intelligence • Embedded analytics help in analyzing data • Both help in faster, accurate decision making • Google • Analytics

17. Using BI for CRM • Faster, CRM users hate to wait • Quicker decision making process • Decisions based on Accurate and NOT Approximated data. • Easier access to meaningful information

18. 10. Queue Management • Management of Queues - Structured: predictable & fixed, supermarkets for example -Unstructured: unpredictable, retail, taxis for example

19. Queue Management using CRM • Shortening a queue: - Reduces cost - Increases customer satisfaction & experience. - Increases sales

20. Questions? • ???

21. About me! • About me: • Name: Nikhita Rele • University of Toronto, Mississauga: Digital Enterprise Management Specialist • Email: nikhita.rele@utoronto.ca