Crm Presentation Essay

1341 words - 6 pages

Customer Relationship
Management (CRM)
Services, Support, Sales, Marketing

Jasim
January 2016

Table of Contents
Section 1

What is CRM

Section 2

CRM in Telecom Business

Section 3

Table of Content
CRM within IT Landscape

Section 4

CRM Data Source

Section 5

CRM and Business Strategy

Section 6

CRM and Organization

Section 7

CRM as A Differentiator

Section 8

Current Telecom Challenges

Section 9

Current and Decision Making

What is CRM ?
“(CRM) is a term that refers to
practices, strategies and technologies
that companies use to manage and
analyze customer interactions and data
throughout the customer lifecycle,
with the goal ...view middle of the document...

Source: Telecom World Congress Report April 2012

CRM within IT land scape
Find
Customer
Touch Points

Buy

Receive

Information
Desks

Social
Networks

Get
Started
Portal
Services

Service
Counters

Use

Get
Supported

Change

Pay

Kiosks

Call
Agents

Smart
Apps

Back
Office

ESB/Middleware

Customer
Engagement

Search
Experience

Acquiring
Experience

Ordering
Experience

Service
Experience

Billing
Experience

Support
Experience

Upgrade
Experience

Churn
Experience

ESB/Middleware

Customer
Lifecycle
Management

Marketing

Sales

Service

Call Center

Loyalty
Management

Loyalty
Analytics

ESB/Middleware

Customer
Hub

Consumer Data Management
 Telecom Data Model

Customer
Data
Management

 Enterprise Data Warehousing

Billing
Charging

 Big Data Analytics
 Operational Data Store

Loyalty

CRM Data Source
Service Channels

• Portal User Credentials

• Kiosk Identification Card

• Preferred Service Channel

• Smart Device Information

• Social Media User Id

• Preferred Language per Channel

Contact Center
• Inquiries
• Feedbacks
• Suggestions
• Complaints
• Historical Calls
• Orders/
Requests

• Service
Satisfaction
Measures
• Corrective/
Preventive
Actions

CRM (Customer Relationship Management)
• Customer Id
• Personal
Information
• Contacts
Information

• Customized
Products/
Services

• Customer
Documents

• Interactions
• Customer
Segmentations Details
• Loyalty Points

• Target
leads

Sales

• Marketing
Campaigns

• Special
Requests
• Financials
Details

Billing & Charging

• Billing Information

• Revenues generated

• Charging Information

• Balance Information

• Rates and Price Plans

• Debt Information

Order
Management
• Placed
Orders
including:
• Orders Approved
• Orders Rejected
• Services
Activated/Deactivated

• Bill
Printing
Information
• Vouchers

CRM and Business Strategy
In alignment with business strategy, CRM strategies is focused on customer needs, not just on
product, price and processes. A need to an easy and efficient access to all data sources across
the customer network is crucial for any business. A 360 degree view focuses on management of
all aspects of the customer needs.

CRM Strategies shifted from
responding to complaints
and overcoming challenges
to seeking opportunities for
further enhance customers
satisfaction
and
service
experience. Its not only a
solution, but it is cultural
and mind set paradigm shift.

CRM and Organization
 For organizations to valuate their most valuable asset (Customers), Organizations should
build their functional structure to put customers needs first, rather than executing their
internal and external processes for the delivery of services and products, and then generate
profits.
 To acknowledge the importance of customer service, hiring...

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