การสร้างระบบ CRM

  • Published on
    12-Nov-2014

  • View
    972

  • Download
    5

Embed Size (px)

DESCRIPTION

 

Transcript

  • 1. Customer Relationship Management Saran Yuwanna nuisaran@gmail.com http://goo.gl/gIPka
  • 2. CRM Customer Relationship Management
  • 3. History of Branding
  • 4. CRM " " " 50% 5% " "
  • 5. CRM CRM CRM CRM
  • 6. Fact about Customer today: (More Awareness) (More Expectation) (More Powerful) (Less Loyalty)
  • 7. Fact about Customer today: 9 7 10 95%
  • 8. CRM CRM CRM
  • 9. Customer Lifetime Value 300 2 2 7200
  • 10.
  • 11. CRM ? vs ?
  • 12. ....
  • 13. ?
  • 14.
  • 15. ? ?
  • 16. ?
  • 17. ? ?
  • 18. > = = = < =
  • 19. Loyalty Retention Value >
  • 20. ? ? ? ?
  • 21. Source: Gart Halberg All Consumers are not Created Equal
  • 22. The idea of CRM CRM +
  • 23. CRM 1-800-flowers.com
  • 24. 1-800-flowers.com loyalty program, surveys, direct mail advertising, sales promotion () affiliate program ( , )
  • 25. 1-800-flowers.com 30 RFM
  • 26. Fresh Rewards $ Fresh Rewards 200 $400 - $800
  • 27. 1-800-flowers. com 50% App iPhone Blackberry Facebook 1-800-flowers.com
  • 28.
  • 29. CRM 1. Identify 2. Differentiate 3. Interact 4. Customize
  • 30.
  • 31. ? http://pantip.com/topic/30535220
  • 32. Internet
  • 33. www.the-1-card.com
  • 34. Spot Reward Reward Card CRM
  • 35.
  • 36. Customer Information Promotion Offer TOPS Rewards Cards Customers Product TOPS Supermarket Service CRM Analyse
  • 37. 3
  • 38. CRM 1. "TOPS Reward Cards" 2. 3. 4. 5.
  • 39. 1. 2. Silver Premium Normal Gold
  • 40. Premium Gold Silver Normal
  • 41. Premium Gold Silver Normal
  • 42. Premium 1. 2. 3. Tops Supermarket
  • 43. Gold 1. 2.
  • 44. Silver 1. Package 2. 3.
  • 45. Normal 1. 2.
  • 46. ?
  • 47.
  • 48. Social Media CRM 1-1
  • 49. Call Center Email Support
  • 50. 2.0 SMS http://www.kafaak.com/2012/05/06/crm-on-social-networking/
  • 51. 5W 1H CRM Social CRM