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NCS / Criminology and Criminal Justice / CRM 1 / Describe an exceptionally good or bad buying experience.

Describe an exceptionally good or bad buying experience.

Describe an exceptionally good or bad buying experience.


School: North Carolina State University
Department: Criminology and Criminal Justice
Course: Customer Engagement Technology in Business Development
Term: Winter 2016
Cost: 25
Name: Customer Engagement Technology in B2B management
Description: CRM and tools
Uploaded: 05/05/2017
143 Pages 283 Views 0 Unlocks

Dr. Michael Rodriguez


Your customer experience

Don't forget about the age old question of What is the 1st step in metabolism?

Good Vs. Bad

Describe any exceptionally good or bad buying experience that you have had with a company personnel in person, over the phone, or over the Internet. Don't forget about the age old question of Explain the study of normal functioning living organisms and their chemical and physical processes.

Course Overview

✓Deep understanding of how to manage profitable clients

✓How to analyze needs and preferences of customersIf you want to learn more check out How to determine a work?

✓How to analyze opportunities

✓Utilization of Customer Relationship Management (CRM) and Social Media TechnologyDon't forget about the age old question of math 220

Why Does This Merger Make Sense?If you want to learn more check out What is a tree bark medicine used by many tribes in North America to relieve pain and reduce fevers?

We also discuss several other topics like which issue is one of the factors contributing to unfavorable schedule performance (spi = 0.94) in the trojan decommissioning project?


Course Materials

• Customer Engagement EBook

• Articles and Cases Posted

• Salesforce.com Case Study

– www.grtep.com

• Websites

– www.salesforce.com

– www.hootsuite.com


Structure of Class

• Lectures

• In Class Exercises and Case Studies

• Hands on Use of Customer Engagement Technology

 – Salesforce.com

– Hootsuite

• Online Learning/ Tutorials


✓ Client Focused Culture

✓ Focus on Key, Profitable Clients

✓ Embrace Relationship Management

✓ Build Client Knowledge

Pillars of CRM Philosophy

                                                ✓ Customer are important assets

✓ Vary in needs and behavior

✓ Need Customize offerings

✓ Not all customers are equally desirable



Technology - CRM

✓ Data warehouse

✓ Analytical tools

✓ Campaign management tools

✓ Interfaces to maintain databases

Benefits of CRM Technology 

✓ 360 Degree View of Customer

✓ Access to Customer Data from All Angles

✓ Sales, Marketing, Customer Service, Billing, etc.

✓ Focus on Opportunities 

✓ Identify Buying Trends

✓ Sales Forecast Accuracy 

✓ Monitor Performance and Activities

✓ Reporting to Management

✓ Marketing Effectiveness ✓ Lead Management (Lead to Client)

✓ Collaboration 

✓ Increase Communication Across Departments

Why is CRM important?

✓ Client Management Has Become Complex

✓ Globalization

✓ Increased Competition

✓ More Sophisticated Buyer

✓ Do More with Less


Other Topics

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