CRM: WEEK 5 (2/6 – 2/10) Last Week Highlights:

Slides:

Advertisements

Similar presentations

MIS ENTERPRISE SYSTEMS In Tech We trust Dell in Action What is SCM

Advertisements

BUILDING A CONNECTED COMMUNITY Dr. Janet Denhardt, Arizona State University.

How is the IT-Driven Concept of “Permission Marketing” Changing the Way Companies Establish Customer Relationships Using “Old” Media as well as New? By.

Chapter 16 McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. IMC: Direct Marketing, Personal Selling, Packaging,

Unit 3 Basic Marketing Concepts

DIRECT MARKETING: FACTORS FOR GROWTH Niche marketing Availability of specialized media Proliferation of computerized databases Worldwide telecommunications.

CRM: WEEK 2 (1/18 – 1/20) Last Week Highlights: Course Expectations & Learning Goals What is CRM? – see handout, course slides (below) and course notes:

WELCOME TO UNIT 7 Customer Service MT 221 Marilyn Radu, Instructor.

Market Segmentation and Customer Relationship Marketing Chapter Five M arket-Based Management, 4 th edition.

1Chap. 20 Marketing 7e Lamb Hair McDaniel ©2004 South-Western/Thomson Learning Prepared by Deborah Baker Texas Christian University Chapter 20 Customer.

Chapter 12 The Impact of Globalization on Customer Service

1.Understand the essential elements that comprise a customer relationship management program 2.Describe the relationship that exists between marketing.

CRM: WEEK 7 (2/20 – 2/24) Last Week Highlights: Carnival Cruise Line Case Revenue Management vs. Customer Relationship Management CRM Across Channels Leverage.

Value & The Consumer Value Framework Chapter 2. Consumer Value Framework Consumer Value Framework Consumer Value Framework What is it? What is it? See.

6 MARKETING STRATEGY O.C. FERRELL • MICHAEL D. HARTLINE

Target marketing Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall 7.

Marketing in Today’s Economy

CRM: WEEK 3 (1/23 – 1/27) Last Week Highlights: Definitions of CRM Difference between CRM & DBM Where CRM Adds Value CRM Modules - Overview Sales Force.

Marketing Is All Around Us

C HAPTER 7 Marketing and Advertising Planning: Top-Down, Bottom-up, and IMC.

Marketing Process Understand the marketplace and customer needs Design a customer driven marketing strategy Develop an integrated marketing mix program.

MARKETING REVISED.

Segmenting Audiences for Sports MKT 3865 Dr. Don Roy.

MARKETING STRATEGY O.C. FERRELL MICHAEL D. HARTLINE 6 Market Segmentation, Target Marketing, and Positioning.

Relationship Marketing Using the Internet Week 10.

WELCOME TO UNIT 7. Unit 7 The Impact of Globalization on Customer Service Objectives Understand the impact globalization has had on the world economy.

Social Customer Service and CRM

Topic 4:.  As with any disruptive innovation, separating the reality from the mythical can be a challenge for any prospective customer trying to accurately.

1 Energy Savings Assistance Program Outreach Brandon Ridley Sr. Program Marketing Manager Customer Energy Solutions.

Lab 05: Coordinated Multiple Views

Learning objectives Assess the relevance of the concepts of relationship, direct and database marketing marketing on the Internet; evaluate the potential.

MARKETING CLASS is a program of IMCB to educate and teach Binus University’s students about marketing for those interested in this major. MATERIALS PRACTICE.

CRM: WEEK 4 (1/30 – 2/3) Last Week Highlights:

Connecting with Customers: The Art and Science of Marketing

Chapter 1 marketing is all around us Section 1.1

Retail Management

Retail Management

Retail Management

Retail Management

Retail Management

Retail Management

Retail Management

Retail Management

C53 – Interaction Center (IC) Service Request Management with Knowledge Articles Process Diagram EHP3 for SAP CRM 7.0.

CTI Contact Center For CustomerSoft ESP

Why do We Need a Marketing Plan?

TEN DEADLY MARKETING SINS SIGNS AND SOLUTIONS

Database and Direct Response Marketing

C80 – Interaction Center Service Order Management

Data Collection 2 Improving your grades.

Marketing in Today’s Economy

© Prentice Hall, 2007Excellence in Business, 3eChapter Connecting with Customers: The Art and Science of Marketing.

Week 2-4 Starters November 2 – November 6.

Higher order questions

Higher order questions

Higher order questions

Week 2-4 Starters.

Higher order questions

Services on offer Full retainer on services

7th Grade Math Warm-ups Week of September 19-23, 2016.

Monday Tuesday Wednesday Thursday Friday

Monday Tuesday Wednesday Thursday Friday

Public Involvement Involvement Public – who?

Monday Tuesday Wednesday Thursday Friday

Higher order questions

Monday Tuesday Wednesday Thursday Friday

Warmups October 6-10, 2014.

Higher order questions

Monday Tuesday Wednesday Thursday Friday

Presentation transcript:

CRM: WEEK 5 (2/6 – 2/10) Last Week Highlights: Review Identification Activities Data Needed Differentiating Customers Managing Mix of Customers Differentiating Customers Based on Needs Leveraging Needs Differentiation to Build Customer Value Case Analysis Process

CRM: WEEK 5 (2/6 – 2/10) Monday (2/6) Objectives: Understanding Needs (finish Ch. 6) Needs vs. Benefits – benefit segmentation Different Customer Needs Situational Needs are dynamic/change over time Correlated with customer value Fundamental human needs are psychological No single best way/need to differentiate Just as appropriate in BTB settings.

CRM: WEEK 5 (2/6 – 2/10) Monday (2/6) Objectives: Customer Collaboration Dialogue Requirements Parties at both ends have been clearly identified All parties must be able to participate Dialogues can be controlled by anyone in the exchange Dialogues can be a change agent Dialogue should pick up where it left off Integrating across touchpoints Preferred media package (exhibit 7.6)

CRM: WEEK 5 (2/6 – 2/10) Monday (1/30) Objectives: Complaining Customers as Collaborators Encourage Best form of Relationship Learning

CRM: WEEK 5 (2/6 – 2/10) Wednesday (2/1) Objectives: Case Disscussion Background Management Problems/Issues Alternative Solutions Recommendations Lessons Learned

CRM: WEEK 5 (2/6 – 2/10) Friday (2/10) Objectives: Interactivity Tools to Build Learning Relationships e-Mail Strategies Customer Interactive Centers Permission Based Marketing Privacy Issues

CRM: WEEK 5 (2/6 – 2/10)