Ax crm fundamentals
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This document discusses Customer Relationship Management (CRM). It defines CRM as a strategy to learn customers' needs and behaviors to develop stronger relationships. CRM aims to turn good customers into advocates and prevent departing customers from becoming critics. The document outlines key CRM disciplines like knowing customers and learning from interactions. It also describes CRM functionality including sales automation, marketing automation, and modules for managing data, projects, knowledge and customer self-service.
Ax crm fundamentals
- 1. Customer Relationship Management Microsoft Dynamics AX 2009
- 2. What is CRM? We experience Customer Relationship Management (CRM) every day.
- 3. CRM is Concepts, Ideas, Strategy "CRM is a strategy used to learn more about customers' needs and behavior to develop stronger relationships with them." (Source: CRM Research Center)
- 4. Experts do not agree on all the fine points defining CRM. However, all the definitions are customer focused.
- 5. CRM Disciplines Act on Learn From Know Your What you What you Customer Know Know
- 6. Types of Customers Advocate Terrorist Customers Customers Praises the company's Defames the company service, products, and and its service at every support. This customer acts as a loyal supporter opportunity. of the company.
- 7. CRM's focus turns good customers into advocates of the company and prevents a departing customer from becoming a terrorist.
- 8. Companies strive to move customers to higher loyalty and profitability levels. CRM can move customers toward the first quadrant (Area 1), improving customer loyalty and profit.
- 9. So How To Focus on Customers? - Obtain correct customer data. - One to One Contact. - Collect Information / Personal Communication - Product Customization. - Learning Relationships.
- 10. The customer's loyalty and lifetime value is increased by using CRM correctly to know the customer, understand their needs, and help the customer grow.
- 12. CRM Functionality 4 Main Areas of CRM: - Sales force Automation. - Sales Management. - Marketing Automation. - Telemarketing 5 Modules in Sales & Marketing Module: - Document Management. - Data Management. - Project Management - Knowledge Management - Customer Self-Service (Enterprise Portal)
Editor's Notes
- #3: You are the target of marketing strategies based on CRM ideas from companies world wide, such as: • Marketing mail in the Inbox • Marketing flyers in your postal mailbox • Advertisements on television, billboards, and online
- #7: CRM's focus turns good customers into advocates of the company and prevents a departing customer from becoming a terrorist.
- #8: عن طريق معرفه مشاكل العميل وتاريخهم مع الشركه والمساعده فى تحقيق الرضاء عن الشركه