Analytical Crm

Analytical Crm

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  ANALYTICAL CRM Presentedby APURV GOURAV Email– [email protected]
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  CUSTOMER RELATIONSHIP MANAGEMENTCustomer relationship management ( CRM ) is the practice of intelligently finding, marketing to, selling to, and servicing customers
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  What is CRMreally trying to do? Tactical cultivation of customer relationships based on strategic vision and objectives Achieved as a company analyzes and prioritizes opportunities, then communicates with intelligence and relevance to individual customers – in preferred channels
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  THREE ASPECTS OFCRM Operational - automation of customer processes that offers support to a company’s sales or service representative Collaborative - the program communicates to customers without a company’s sales or service representative ( self service ) Analytical - analysis of customer information for multiple purposes
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  Analytical CRM AnalyticalCRM includes a sound analytical infrastructure that help to gather all the relevant information about the customers and organize it consistently. It help in achieving a 360-degree view of customers, through which company can maintain and build truly interactive, mutually beneficial, and profitable relationships.
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  It helps thecompany to identify the new trends in the market. It help in gaining further insights into customer needs and preferences.
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  Analytical CRM analyzescustomer data for a variety of purposes: Design and execution of targeted marketing campaigns to optimize marketing effectiveness Design and execution of specific customer campaigns, including customer acquisition, cross-selling , up-selling , retention ..
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  Management decisions, e.g.financial forecasting and customer profitability analysis. Prediction of the probability of customer defection (churn analysis) . Analytical CRM generally makes heavy use of data mining .
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  Analytical CRM ‘PowerTools’ Capabilities that Companies Must Have Broad range of actionable analysis and predictive modeling capabilities Holistic view of customer interactions to understand the whole customer Means to understand and automate the event rules that drive the business and communicate with individual customers
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  Manage the TotalCommunications Environment with Analytical CRM Direct Mail E-Mail/ Fax ATM/Kiosk Call Center Agent Store /Branch Analytical CRM
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  THE VALUE ANALYTICALCRM ADDS TO BUSINESS DESIGN Acquire new profitable customers by cloning best customers. Improve relationships with existing customers by addressing their individual needs
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  Cont.. Optimize cross-sellingand up-selling opportunities Improve customer loyalty and reduce customers' propensity to churn
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  How Analytical CRMFunctions Analysis Analyze customer profiles & behavior Target customers Evaluate response Event Analysis Communication Plan continuous communication dialogues Define batch and real-time event rules and trigger Optimization Prioritize and limit communications by channel Regulate frequency and quantity of contacts by channel Optimize customer communications through contact modeling Personalization Generate personalized offers by customer Build personalization Rules Modeling Build and analyze predictive models Score customers Interaction Deploy outbound or manage pending inbound/event-driven communications Manage workflow of interactions Personalization Merge Real-time personalization Data Warehouse Industry LDM ALL CUSTOMER INTERACTION DATA
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  Scope of AnalyticalCRM Customer behavior modeling Customer value assessment Customer profitability Customer lifetime value
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  Cont…. Customer profilingand scoring Customer portfolio optimization customer interaction.
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  Achieve Positive BusinessResults … Over Time CRM is an ongoing, scientific process … …not an isolated campaign or marketing plan
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  CRM Process MustBalance Quality of Customer Experiences Achieve Positive Business Results
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  THANK YOU