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In the past, prospects primarily accessed information about a company by interacting directly with a salesperson.

As media evolved, mass ads, events, direct mail, and more recently, email, have been the primary tools for engagement.

Add in the easy-to-use nature of social networks, and the potential value of CRM accelerates even faster. The Social Enterprise as defined by Salesforce.com, heavily promoted at their DreamForce event last month in San Francisco, capitalizes on these factors which are critical for any CRM system to succeed.

Add in the easy-to-use nature of social networks, and the potential value of CRM accelerates even faster. The Social Enterprise as defined by Salesforce.com, heavily promoted at their DreamForce event last month in San Francisco, capitalizes on these factors which are critical for any CRM system to succeed.

1) Do bad customer experiences cause people to switch brands? In a 2011 research project conducted by CX application vendor RightNow, 89% of consumers said that yes, a bad experience has spurred them to switch brands. But in the brand-new study of business-executive perceptions that’s the subject of this column, only 49% of the surveyed executives said yes.  QUESTION: What steps do you need to take to close this dangerous perception gap? 2) While 97% of executives say CX is critical to the success of their company, and 91% say they’re committed to making their company a CX leader, only 20% would rate their own CX initiatives as “advanced,” with a dedicated CX leader in place, initial projects pushed to the optimization phase, and the overall project extended to new channels and groups . QUESTION: What are the obstacles preventing you from aligning your actions with your words? If you say it’s a “budget” issue, aren’t you really talking about strategic priorities rather than line items? 3) Most companies have a clear and direct understanding of the looming CX challenge and the powerful interaction of social media. The study found that the top two drivers for CX initiatives are (a) rising expectations from customers (59%),  and (b) the impact of social media on customers’ ability to broadcast good and bad experiences (37%). Now, even if you’re able to somehow rationalize those findings, here’s one that not even the most-accommodating executive can dismiss:

4) Being a CX laggard can cost those companies many tens of millions or even hundreds of millions of dollars in lost revenue: executives estimated that the lack of positive, consistent, and brand-relevant customer experience can cause them to lose out on a staggering 20% in annual revenue.

Worse yet, all that money’s likely to wind up in the pockets of your competitors!

These are few of the benefits of implementing a good quality CRM All of your clients’ information is stored in one place, it’s easy to update and share with the whole team. Updates by colleagues should be saved immediately. Every member of your team will be able to see the exact point when your business last communicated with a client, and what the nature of that communication was. CRMs can give you instant metrics on various aspects of your business automatically.  Reports can be generated. These can also be used to forecast and plan for the future. You will be able to see the complete history of your company’s interaction with a client. Calendars and diaries can be integrated, relating important events or tasks with the relevant client.  Suitable times can be suggested to contact customers and set reminders.

Finding one system that will fit your needs in one package may not be possible, so be aware that you may need to customise it to fit into your company. There are infinite possibilities here so don’t get too carried away as costs will rise accordingly.

Ensure that the CRM works on mobile devices and can be accessed remotely. Employees aren’t necessarily sat at their desks when it needs to be used or updated. Real-time updates are necessary for ensuring that clients aren’t contacted twice with the exact same follow up.

But just as those forms of collaboration out-paced phone calls (of which I am still keen on), inter-company envelope exchanges, and hand-written letters, collaboration in applications will seek to become the new social collaboration successor

Business Intelligence And Big Data, Q4 2012 survey of 634 BI users and planners, we found that social and mobile data is actually a pretty low priority: While big data technologies like Hadoop can definitely deal with over-hyped new data like mobile and social, the broad demand is simply not there yet. Instead we find leaders recognize that the big deal about big data is the potential for getting more value more quickly from more data, at a lower cost and with greater agility; and it is a whole range of technologies and new techniques that make more possible.

Today, every business is a data business. If you’re a manufacturer of consumer goods, supply chain is absolutely central to what you do, and that’s software. It is all about data. That’s the back end. On the front end, social is absolutely critical if you’re in a consumer-facing business. This makes me recollect Geoffrey Moore’s notion about the implications of systems of engagement for corporations. Systems of engagement—such as Facebook, Google, and so on—generate vast amounts of information about consumer behavior. 

And this is why enterprises are hiring CDOs. The information in systems of engagement becomes absolutely critical to large-scale successful consumer businesses. If you’re not leveraging it, then your competitor will outpace you in terms of customer knowledge.

CDO wears two hats. On one hand, the CDO is responsible for securing the customer data that’s inside the enterprise. In markets where the privacy laws are extremely strict (such as Germany or Canada), that’s a serious responsibility. At a global company, the CDO must manage consumer data at different levels in different countries in different ways, or creating an enterprise standard for data management globally that reflects the toughest regulation anywhere, which is what HP does.

Lectia 1. Colecteaza adrese de email

E suficient sa creezi un magnet de leaduri care sa raspunda unei probleme specifice pe care o au vizitatorii tai.

Lectia 2. Foloseste dovada sociala

Web registration pages and campaigns, direct mail campaigns, email marketing, multichannel campaigns, database marketing and third-party leased lists, social CRM and social networking sites, and tradeshows.

SugarCRM

Chatter and Data.com

Channel Optimization. Many marketers struggle to optimize each individual channel, let alone optimizing at a customer level across many channels. To the extent that Big Data can help marketers understand what is important in the moment and across touch points, that could be valuable, but it seems more of us need stronger attribution models and analytics methodologies more than access to data. Big Data does seem to be valuable if you want to understand which customers are highest value within each channel and across channels, because the platforms that manage Big Data can handle both structured and unstructured data - which is what you need to truly include Web/clickstream and social data in your analysis.

OBIEE Prompting on Non-Conformed Dimensions