Training Glossary I.T. Customer Services at McDonald’s Stock Control Careers Customer Services Training Glossary I.T. Customer Services Talking Point Franchising Marketing Construction Talking Point Apprenticeships Introduction Finance at McDonald’s Customer Services Apprenticeships Education Stock Control Marketing Franchising Construction Marketing Construction Franchising Marketing Finance Finance Training Glossary I.T. Training
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Making sense of customer relationship management Software applications that automate the marketing‚ selling and service functions of the businesses. Levels of CRM: ◦ Strategic CRM ◦ Operational CRM ◦ Analytical CRM Winning and keeping profitable customers Focused on the development of a customer – centric company Three other major business orientations: ◦ Product – centric ◦ Production centric ◦ Sales – centric Focused on: ◦ marketing automation
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Building Effective Customer Relations FRUMENCE A. HERMOSO Assistant Professor II Taguig City University What is a Customer? A customer (sometimes known as a client‚ buyer‚ or purchaser) is the recipient of a good‚ service‚ product‚ or idea‚ obtained from a seller‚ vendor‚ or supplier for a monetary or other valuable consideration. Categories of Customers An intermediate customer or trade customer - is a dealer that purchases goods for re-sale. An ultimate customer - is the consumer. An
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Customer orientation is the set of beliefs in sales that says that customer needs and satisfaction are the priority of an organization. It focuses on dynamic interactions between the organization and customers as well as competitors in the market and its internal stakeholders. It involves a continuous improvement in business processes. It is "the business seen from the point of view of its final result‚ that is‚ from the customer’s point of view." Customer orientation and sales orientation are two
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Total customer experience can be improved in the following ways; “A customer experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind. It is a blend of an organization’s rational performance‚ the senses stimulated and the emotions evoked and intuitively measured against customer expectations across all moments of contact.” (beyond philosophy‚ 2011) Employees should be the first step in achieving an organisations goal
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APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT IN INFORMATION TECHNOLOGY INDUSTRY SUBMITTED TO: SUBMITTED BY: Prof. Sanchita Ghosh Shankar Narayan Batabyal Roll no: FT(FS)-11-353
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Productivity & Quality Tools Customer Relationship Management Prof. Melvin V. Moraga Learning Objectives • Know what CRM is and its history. • Understand the importance of CRM. • Be aware of the potential benefits and costs of CRM. • Discuss the three phases of CRM. • Understand the four tasks to creating and developing CRM. • List the advantages and disadvantages of CRM. History of CRM B&S RM CIMS CRM e-CRM Time line Late 80’s Early 90’s Mid 90’s 2002 - Future B&S – Buying & Selling
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“what are the design characteristics of an effective loyalty program.” The structure of their loyalty program and how they use the data collected through the program to make informed product‚ marketing and customer experience decisions are key to its success. The store’s frequent customers will be able to get perks like custom shopping parties and tickets to in-store fashion shows after shelling out just half as much as they used to spend to qualify for rewards. Loyalty marketing is and should
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2012 What is Customer Relationship Management? “CRM is the core business strategy that integrates internal processes and functions‚ and external networks‚ to create and deliver value to targeted customers at a profit. It is grounded on high quality customer related data and enabled by information technology.” Type of CRM Strategic ! Dominant characteristic Strategic CRM is a core customer-centric business strategy that aims at winning and keeping profitable customers. Operational
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Starbucks case 1. There are numerous factors that paved the way for Starbucks’ success during the early nineties. I believe that one of their strengths was good knowledge of who their potential customers were and how to please them with their profile‚ assortment and services. One also has to take notice of their clear vision of becoming America’s third place‚ this tells me that they’ve had an aggressive vision from the start. And of course they’ve matched this with their strategy‚ from 1992-2002
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