CRM & Social CRM

8/11/2019 CRM & Social CRM

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CRM & Social CRM

Angsuman ChakrabortyRelaso (Taragana Inc)


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Contents

About us

What is CRM?

Why do you need CRM?

o! can you le"erage CRM?

What is Social CRM?

#ros and Cons o$ Social CRM

Summary

More in$ormation


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About Angsuman Chakraborty

%"er ' years o$ industry eerience in architecting* leading &de"eloing So$t!are roducts $or +ortune ,-- to startucomanies in .SA & India

/0Tech (onours) IIT 1haragur

Co2+ounder Taragana Inc

Chie$ So$t!are Architect at 3oubleT!ist Inc0

Consultant Architect Milliore Inc0

#roduct & Technical 4ead $or 5tensity 5ense Reort($lagshi roduct) and Tra"el #lan roducts* Tech0 lead $orTimesheet roduct 6 three roducts !hich lead to "erysuccess$ul I#% o$ 5tensity in 7---

Sun Certi$ied 8a"a Architect

Senior Management Course $rom AMA


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Taragana Inc

3e"elo So$t!are roducts & ser"ices

+e! notable clients9

In"itrogen Inc0 Milliore Inc0

Scris Research 4aboratories

:7-0com 8otmate Inc0

SciMagi Inc0

World!ide customers base (o"er 7---) $or Machine

Translation So$t!are


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Customer Relationshi Management

In Peter F Druckers words, the purpose of business is to create

and keep a c ustomer.

Today, when businesses are scrambling to get customers, theimportance of Customer elationship !anagement "C!# cannotbe ignored


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What is CRM?

Customer

Increase customer satis$action

Add ne! customers

Increase sales $rom eisting customer

Relationshi !ith

5isting Customers

New prospects

Management

Tracking

Analytics

Reorting

Automation


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Why CRM9 As ;ro!th 3ri"ers

< Today, getting new customers is a problem. etaining them is e$en more

hard, which is in direct proportion to the growth factor of C!

< The need for the companies to optimi%e marketing spend and deli$er

offerings in a more defined manner

< Customer delight gaining more and more importance

< C! application pro$ides an effecti$e way to enable cross&selling

< 'ith increasing competition in all sectors of industry companies with more

customer awareness will gain

< (rowing )!* segment which has lower propensity to spend on marketing

would rely on C! software

< (rowing ser$ice industry which banks on customer knowledge for growth

% 3 d CRM i ; i i ; d i


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%n 3emand CRM is ;aining ;round in

IndiaComany

/usiness Model in India

+osted

+osted

+osted

+osted

+osted

+osted

+osted

nPremise

n

Premise

n

Premise

< !ost of the companies are

e-ploring the best possible

marketing mediums including !ass

media, new media, marketing

channels such as seminars, online

demos dri$e the $olume of salesand enuiry

< Tier I cities has the significant

share . Tier II cities are also

emerging as the destination for

C! pro$iders

< The demand for C! solutions in

India is likely to be dri$en by large

organisations and )!*


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Why CRM

Increase customer satis$action

4oyal customers

More reeat business More cross selling oortunities

Word2o$2mouth ad"ertising

Cost reduction Sel$2ser"ice

5liminate manual data entry & noti$ications

Automate !ork$lo!


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Why CRM

Shared in$ormation

4e"erage ne! rosects

Cross selling Analytics

Record o$ all interactions

Maintain commitments 4egal (S%=* 82S%=* /ill > etc0)

/usiness Analytics & Reorting


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4egal Re@uirements

1ey $inancial rocesses

Marketing discretionary sending

Sales re"enue recognition Ser"ice credits and roduct returns

Audit Trail

Monitoring business acti"ities Tracking cost and re"enues


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Sales +orce Automation

Tracking* recording & streamlining salesrocess

Sales $orecast /usiness insight into oortunities* territories

Work$lo! automation


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Marketing

Tracking & Measuring Multi2ChannelCamaigns

5mail* SMS* Search* Social Media* Telehone*3irect Mail* Tele"ision* e!saer etc0

R%I Analysis

4ead @uali$ication & 4ead Targeting


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Relationshi Marketing

Stage based

A!areness B Comarison B Transaction B

Rein$orcement B Ad"ocacy Trigger based

Automation


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R+M

R+M is used to analye customer beha"ior andde$ine market segments0 It is articularly

oular in retail0 Recency 6 o! recently the customer urchased

+re@uency 6 o! o$ten he urchases

Monetary "alue 6 o! much does he send?

Categorie attributes (CAI3)


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/usiness Analytics & Reorting

Market Segmentation & targeted marketing

Re"enue roDections

R%I analysis o$ Camaigns

Sales $orce er$ormance monitoring

Relati"e gro!th across segments

000


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Communication & Collaboration

Communication* communication & communication

Customer

Internal 4eads to9

Collaboration

Cross selling

4earning $rom others mistakes

Moti"ation

000


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CRM +ailures 7--27-->

7-- ;artner ;rou 6 ,-E

7--7 /utler ;rou 6 :-E

7--7 Selling #o!er* CS% +orum 6 '>0FE

000

7--: 5conomist Intelligence .nit 2 ,'E


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CRM Challenges

Management

Suort

Change Agent

Gision & Strategy

5nd .ser Adotion

Total Cost o$ %!nershi

Time o$ imlementation

Customer Adotion

e! Challenge9 Social Media


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CRM Challenges9 5nd .serAdotion

A !ell cited study by AMR Research$ound that e"enamong to CRM "endors* 47 percent of companiesreported serious challenges with end-user adoptionthat o$ten ut roDects in Deoardy0

Analysis sho!s that CRM imlementations that do notmake daily tasks more productive$or indi"iduals !ill notsee cororate bene$its0

2 htt9HH!!!0crmlandmark0comHsur"eycrm$ailures0htm


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CRM Challenges9 Social Media

Most CRM So$t!are designed in re2Social Media Age

Social Media is sometimes added as an a$ter2thought!hich con$licts !ith eisting aradigm

Social Media gi"es control to common users

3isruts command and direction o$ traditionalcommunication

Re@uires raid resonse time

Cororates cannot Jmuscle inK on social arena Amli$ies "oice o$ eole in marketlace and

ro$oundly a$$ects buying atterns


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%ortunities in Social Media

%ortunities

#ositi"e "iral e$$ects can be le"eraged to market toa large audience !ith minimal budget !hich alsogi"es more o!er to ne!er* less2$unded cometition

Ability to $orge long term relationshis !ith largegrou o$ eole easily

Source $or high @uality leads

Traditional CRM is ill2e@uied to handle SocialMedia challenges and le"erage oortunities


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Relaso Social CRM

4ead* Contact & /usiness Management

Task* 5"ent & Todo Management

%ortunity Management

Marketing Camaign Management

Social Media & /log Management

%nline /rand Monitoring & Management

.ni$ied Communication & Collaboration

Customer Ser"ice Management

3ocument Management

3e$ect & +eature Tracking & Management

/usiness Rule & Work$lo! Management

5tensi"e Reorting !ith Custom Reort Creation


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Why Relaso?

Relationshi disco"ery $or rosects

Single communication inter$ace $or leads*

customers* team members integrating 5mail*SMS* #hone* Web* T!itter* +acebook* 4inkedIn*/log

CRM Accessibility $rom Web* Mobile (>--Rshone to Smarthones) !ith or !ithout internetaccess* 5mail* i#ad like de"ices

Multi2lingual


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Why Relaso?

Relationshi disco"ery $or rosects

Single communication inter$ace $or leads*

customers* team members integrating 5mail*SMS* #hone* Web* T!itter* +acebook* 4inkedIn*/log

CRM Accessibility $rom Web* Mobile (>--Rshone to Smarthones) !ith or !ithout internetaccess* 5mail* i#ad like de"ices

Multi2lingual


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Relationshi 3isco"ery

Signi$icantly imro"es LeadConversionbyautomatically disco"ering(and in$orming about) real2

li$e relationshis !ithin youreisting contacts* customersand leads0

C%+I35TIA4


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Multi24ingual

Add data in your o!nlanguage

.se multile languages insame account* e"en by

same user Search across languages

4ocaliation o$ userinter$ace

C%+I35TIA4


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CRM 6 A Summary

CRM has addressable challenges

CRM is a rocess* not Dust a technology

CRM today is a re@uirement not a luury $ormost business


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Resources

Re"ie! o$ CRM $ailures htt9HHi0"uH;u

CRM Success +actors htt9HHi0"uH;um

Taragana htt9HHtaragana0com

Relaso htt9HHrelaso0com
http://pi.vu/GuHhttp://pi.vu/Gumhttp://taragana.com/http://relaso.com/http://relaso.com/http://taragana.com/http://pi.vu/Gumhttp://pi.vu/GuH

CRM & Social CRM

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