crm 2012 anywhere anytime any insight
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Mr.NavikNumsiangManagingDirector|SundaeSolu8ons
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Customernoun \ks-t-mr\One that purchases a commodity or service
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challengesnoun \cha-lnj\A summons that is often threatening, provocative, stimulating, or
inciting; specifically: a summons to a duel to answer an affront
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Problem for bricks and
mortar business in
actually
identifying
the
customers
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Difficulty in
assembly a
360 viewof the
customer
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Customers having higher expectations
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Retail sectorgrows in
sophistication
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Internet & Social Media
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Facing the toughest
economic conditions
Instinctive reaction to
cut allstrategic projects andwait until things improve
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findingsnounthe result of a judicial examination or inquiry
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Member Information acquisitions:
45% of retailers register customers via
sales associate in the store41% at POS41% Online
Findings by Retail TouchPoints andThe Aberdeen Group, 2008
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46%Findings by Retail TouchPoints and
The Aberdeen Group, 2008
of marketer did not measure promotionamong their customer base at all.
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Real time customer data is
14% | in use now & 23% will be a priority over the next year
Findings by Retail TouchPoints andThe Aberdeen Group, 2008
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PeerPressureSUPPORT
Imlookingforanewcamera.
HaveyouthoughtaboutaDSLR?
Ilikethesmall.Easyto
carryones.Theyare
inexpensiveandthetakegreatshots.
Ihadareallybad
experiencewiththe
ModelZfromQuartec.
Stayawayfromthatone!
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conceptualadjective \kn-sep-ch-wl, -ch-l, kn-, -chl, -shwl\Of, relating to, or consisting of concepts
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WhatisCRM?
ManagementTools&Trends2010byBain&Co.
CRM is a businessstrategy designed to
optimise profitability,revenue and
customer satisfaction
Gartner
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Extendedenterprisecollabora=onCRM
RolodexSales force automation Contact and Calendar Management
Evolu=onofCRM
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CRMConceptualFrameworkCustomer-centricCRMStrategy,aPyramidFramework
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CRMConceptualFrameworkforRetailIDICMethodologyCRMOpera=ngProcessCycle
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TrendNoun \trend\A line of development
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KeyMarketTrends
Mobility
SmartphonesoutsellPCs
By2013,mobile
deviceswillbetheprimarymethodofinternetaccessworldwide
Cloud
0%ofnewsoVwareofferingsthisyearwillbeavailableascloud
services
Data
Datavolumeforenterprise
applica8onsisdoublingevery1
months
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Anywhere. Anytime.adv. \-(h)wer, -(h)wr\At, in, or to any place or point
adv. \e-n-tm\
At any time whatever
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Mobile,MobileandMobileCRM
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WhatistheSizeoftheGlobalMobileMarket?
MicrosoVTag2011MobileSta8s8cs
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GlobalSmartphonePenetra=on:
LeadbyAsia
Google/IpsosStudy,2011
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In 2012, mobility and the cloud will continue to create
opportunities for businesses to engage with customers in
intelligent ways across all touch points.
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Data In, Data OutThe key to good data is getting
the data in the system. Staff are
more likely to input data on
mobile devices at the point of
entry. In real-time.
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EffectofMobileCRM
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SMS - takes 6 sec. to deliver an avg. message andthen read within the next 5 mins by > 90% of recipients.
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CloudCRM
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80% of new software offerings this year, 2012, will be
available as cloud services
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Choices,choices
On-Premise
SaasSoVwareAsAService
Cloud
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EmailMarke=ngandCRM
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In 2011, email marketing became the centralhub of online marketing, and usage of email marketing
will likely grow in 2012.
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ROIofDigitalChannels
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Highlytargeted ImmediateMeasurableReachCostEffec8ve
WhatsGoodaboutEmailMarke=ng?
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Any Insight.Noun \in-st\The power or act of seeing into a situation
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CRM systems generate and collect a great deal of data.
Unfortunately, much of this information goes to waste
because the possibilities for exploiting it are ignored.
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SocialCRM
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Its a difficult area but social CRM has matured. In 2012,
expect to see much better social monitoring and
engagement tools integrated into CRMs.
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Web2.0provokedan
expansionoftheRintheCRM
acronym
Company/Customer
Company/Partner
Company/Compe8tor
Company/Company
Customer/Partner
Customer/Compe8tor
Customer/Customer
Partner/Compe8tor
Newcustomerrela=onshipmeansmorethanjustmereondemand
aXen=onormasscustomizedproductsandservices
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LetstakealookatthefundamentalchangesthatSocialCRMis
introducingtothecurrent,tradi=onalCRMintermsof
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Thereare2keyreasonsforthis:
1. ThereisnoclearlydefinedCRMstrategy
inadvanceofdeploymentofthe
solu8on
2. Asaresultthewrongsolu8onischosenand
deployed
TheLast:
StrategycomesfirstandTechnologycomessecond
Basedona20
09
survey,47%
percent
ofallCRM
Solu8on
projectsfailtomeet
theirobjec8v
es.
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Mr.NavikNumsiangManagingDirector|SundaeSolu8ons
T:@navikn
F:facebook.com/navikn