76 lines
1.4 KiB
Plaintext
76 lines
1.4 KiB
Plaintext
M.R.Llave |
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2019-10-28 |
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Chapter 11
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ERP and systems architecture
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Lecture with Dag Olsen
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CRM and SAM
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Customer Relationship Management
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Basicaly rubbing your customers back so they can rub yours...
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Three stages:
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1. Get customers - Customers Acqusition
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Buy datasets (b.gdpr)
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2. Increase the value of the customers
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Upsell or cross-sell
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Casual - Business - W H A L E
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3. Customer retention
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How to keep customers
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Members club
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Personalized marketing
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Components of a CRM system
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Marketing
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Coms
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Identifying potential customers
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Complete the marketing, buy leaving the customer with a salesman
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Sales
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To new customers
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To existing customers, focus on upselling and cross-selling
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"More value by buying a larger pack"
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Customer stuff
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Service and customer service
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Phone-central
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Customer contact and customer relations
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Key account manager
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Personalized marketing
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Special offers based on your previous purchases
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Different systems:
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B.I.
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Social media (usually pretty cringe)
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Chatbots (eww)
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Blogging
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eCRM
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CRM - but online :jazz_hands:
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Product configuration
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To get and keep customers
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Churn analysis: why are you leaving (uwu)? Very B.I.
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Case: Skandia:banken
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Retargeting
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Input data
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Output data
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Cancelled wizard
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Next Best Offer (N.B.O.)
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Customer dialogue
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Netbanking
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Customer portal
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