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Calling All C anadians

Calling All C anadians. Chapter nine closing case 1 Ashia Bio- Sawe. What is CRM?. A business strategy designed to learn customers needs and behaviors to manage Customer relationships CRM is one of the most valuable assets an organization can have

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Calling All C anadians

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  1. Calling All Canadians Chapter nine closing case 1 Ashia Bio- Sawe

  2. What is CRM? • A business strategy designed to learn customers needs and behaviors to manage Customer relationships • CRM is one of the most valuable assets an organization can have • Manages all aspects of a customers relationship with the organization to increase customer loyalty • Allows insight on customers buying and shopping behavior

  3. CRM continued.. • Overview of a typical CRM system Customers can contact a firm multiple ways which include call centers, email, faxes, exc. The system then tracks every communication between the customer and the firm. This information is then accessible to different systems needed to fulfill customer satisfaction. Understanding all customer communications allows the firm to communication clearly and efficiently with each customer. • http://www.youtube.com/watch?v=YEa_RNSX5Xo

  4. Analytical CRM • Supports back office operations • Includes systems that do not deal directly with customers • Uses data mining • In the analytical stage, CRM software becomes more apparent • Predictions and recommendations are made

  5. Operational CRM • Provides support to Front Office processes including Sales, Marketing, and Service Staff • Deals directly with customers • Supports traditional transactional processing for day to day operations • Interactions are generally stored in customers’ contact histories, staff can retrieve information as necessary

  6. A company using Operational CRM… Enterprise • In 1980 Andy Taylor become president of the $76 million rental-car company. Today it generates $7 billion in revenue. • Taylor has kept customer service a priority. • Surveys are given to 1.7 million customers a year • If a branch’s satisfaction scores are low, every employee (including vice presidents) will not be promoted • Nearly everyone in the company, including Taylor started on the front line so they have an understanding on what it takes to keep customers happy

  7. CRM Benefit • Provide better customer service • Improve call center efficiency • Cross-sell products more effectively • Help sales staff close deals faster • Simplify marketing and sales processes • Discover new customer revenues

  8. How a contact center help organization achieve its CRM goal ? • A contact center is where CSR’s answer customer inquires and can respond using many different approaches. • A call center has knowledge management software which helps customer service reps answer questions quickly • Contact Centers track call history along with problem resolution and the resolutions to the problems which is important information when helping a customer. Knowing this information through the system helps tremendously.

  9. Customer service Which method is preferred? • A person live or Computer and technology • With multiple communication channels available and so many CRM failures, many companies are concluding that the best method for providing customer service is the good old-fashioned customer service provided by a real live person • Many companies outsource the customer service department to other countries to reduce costs. A couple problems associated with this are language barriers and time zone issues.

  10. Outsource to Canada • Many US companies outsource to Canada where these issues (language barriers and a different time zone) don’t exist • Another advantage is the exchange rate. It favors Americans by 44 percent • Canadians have high unemployment at 7.5% in 2003 with the US at 5.9% • Canada has been high on the list for the call center industry for over ten years

  11. Ways an organization perform CRM function over the internet • Web-Based Self-Service • FedEx uses the internet for customers to answer there own questions. They can track their packages without having to talk to a CSR. They log onto FedEx’s website and enter their tracking number. The website then displays exactly where the package is. • Click-to-talk • A click-to-talk button allows a customer to talk to a CSR over the internet. It provides customers with real-time information without having to contact company representatives. • Call Scripting • A call scripting system can allow databases access to similar issues or questions that a customer may have. The CSR can then easily relay that information to the customer. A call scripting system allows CSR’s to answer questions quickly.

  12. Which of the following is false ? A-Implementing CRM can help an organization identify customers and design specific marketing campaigns tailored to each customer thereby, increasing customer spending. B- CRM is just a technology, it is a way, a shape , or a form of software application. C- CRM system is considered one of the most valuable assets to an organization

  13. How many surveys does Enterprise give out a year? A- 500,000 B-1.3 million C-2.7 million D. 1.7 million

  14. Which country is leader in call center industry? A- USA B- Germany C- Japan D- None of them

  15. What are some things call centers could do to better their customer service?

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