M.R.Llave			|
2019-10-28			|
				|
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Chapter 11
	ERP and systems architecture
	Lecture with Dag Olsen

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CRM and SAM

Customer Relationship Management
	Basicaly rubbing your customers back so they can rub yours...

Three stages:

	1.	Get customers - Customers Acqusition
			Buy datasets (b.gdpr)

	2.	Increase the value of the customers
			Upsell or cross-sell
			Casual - Business - W H A L E

	3.	Customer retention
			How to keep customers
			Members club
			Personalized marketing

Components of a CRM system
	Marketing
		Coms
		Identifying potential customers
		Complete the marketing, buy leaving the customer with a salesman
	Sales
		To new customers
		To existing customers, focus on upselling and cross-selling
		"More value by buying a larger pack"

	Customer  stuff
		Service and customer service
		Phone-central

	Customer contact and customer relations
		Key account manager

	Personalized marketing
		Special offers based on your previous purchases

Different systems:
	B.I.
	Social media (usually pretty cringe)
	Chatbots (eww)
	Blogging

eCRM
	CRM - but online :jazz_hands:

	Product configuration

	To get and keep customers
		Churn analysis: why are you leaving (uwu)? Very B.I.

Case: Skandia:banken
	Retargeting
	Input data
	Output data
	Cancelled wizard
	Next Best Offer (N.B.O.)
	Customer dialogue
	Netbanking
	Customer portal