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Chap 6

The document discusses different technologies used for customer relationship management (CRM). It describes tools like electronic point of sale (EPOS), sales force automation (SFA), call centers, voice over internet protocol (VoIP), and their benefits. It also discusses integrating social media data with CRM systems to gain customer insights.

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sandeep
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28 views

Chap 6

The document discusses different technologies used for customer relationship management (CRM). It describes tools like electronic point of sale (EPOS), sales force automation (SFA), call centers, voice over internet protocol (VoIP), and their benefits. It also discusses integrating social media data with CRM systems to gain customer insights.

Uploaded by

sandeep
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Crm technology

PURPOSE
The role of CRM in business 1. To get more customers.
can be summarized with 2. To retain existing
four common goals: customers.
3. To increase profitability.
4. To increase customer
loyalty.

Technology in itself isn't a magic wand that can help you achieve
these things. However, technology can enhance CRM
tremendously in three important areas.
➢ Customer Insights
➢ Data Collection
➢ Improved Communication
2
➢ Electronic Point of Sale: EPOS
➢ Sales Force Automation: SFA

➢
●
●
Call Centre
IVF
VoIP
TOOLS
● Speech Applications

➢ Web Services and Services Oriented Architecture

● Intelligent email
● Collaborative chat
● FAQ
● Contact us

➢ Social Networking

➢ Presence Technologies (RFID, POS) 3


EPOS
Electronic Point Of Sale System
The key benefits an EPOS system can have for your business

➢ Report on how well your products are performing

➢ Track your stock and inventory

➢ Keep your data safe

➢ Support with your accounting

➢ View your staff performance and working hours

➢ Manage your customers

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Sales Force Automation (SFA)

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SalesForce is a software
that works as a supporting
Black
system for the salespersons
and managers to achieve Is the color of ebony
their work related objectives.
SFA technology helps a and of outer space. It
business to collect, store, has been the symbolic
modify, analyze, and
transport the sales related
color of elegance,
data. SFA is the strategy solemnity and
used to drive efficiencies in
authority.
your sales processes

8
Web based self
service
FAQ
CONTACT US
POP UP CHAT
CALL BACK

9
Want big impact?
Use big image.

10
11
CALL CENTRE

12
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Voip
VoIP is a technology whereby an Red
organisation’s Local Area Network
(LAN) or Wide Area Network (WAN) Is the color of
can be used to transfer both data and blood, and because
voice. This essentially means that an
of this it has
organisation no longer needs to use
physical phone lines in order to historically been
communicate to the outside world associated with
sacrifice, danger
and courage.

14
SPEECH RECOGNIZR
Whoa! That’s a big number, aren’t you proud?

15
RFID

185,244 users
And a lot of users

100%
Total success!
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POS
The main goal of CRM software is to
improve your relationship with your Vestibulum congue tempus
customers. These new CRM-POS enabled Lorem ipsum dolor sit amet, consectetur
adipiscing elit, sed do eiusmod tempor. Donec
systems automatically collect buying facilisis lacus eget mauris.
history data in addition to basic customer
info, so you can see what your customers
are buying and what they need.
Additionally, you can track your customer’s
preferences down to minute details like
favorite brands, size preferences, and 02
more. This allows you to create highly Vestibulum congue tempus
effective targeted marketing campaigns, Lorem ipsum dolor sit amet, consectetur
customize promotional deals and coupons, adipiscing elit, sed do eiusmod tempor. Donec
facilisis lacus eget mauris.
and upsell relevant products or services–
all things that boost your overall customer
experience.

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➢ Merging social data and CRM data adds a valuable facet to customer profiles while
centralizing the information. It permits you to see your customers’ interactions with

your brand on any channel and gives you greater insight into who they are.
➢ This knowledge is mutually beneficial, allowing you to tap into these relationships

while also making you better prepared to interact with your customers.
➢ Customers today expect brands to be aware of past points of contact, as well as their
purchase history. If they leave a Facebook comment, reach out to your support team
on Twitter, or give you a mention on Instagram, they expect you to be aware of their

previous activity, especially if it’s been positive.


➢ Social media CRM platforms give any team within your organization access to that
information and strengthens a customer’s relationship with your brand.
➢ Reaching potential customers through social listening is better managed when

coupled with a CRM software to track activity on a variety of keywords.

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Tablet project
Show and explain your
web, app or software
projects using these
gadget templates.

19
Any questions?

20

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