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Unit 5 MKTG

CRM (Customer Relationship Management) encompasses practices and technologies for managing customer interactions to enhance business relationships. Key components include customer data management, sales and marketing automation, customer service, and analytics. Agile marketing, a tactical approach prioritizing speed and collaboration, is adopted by major companies to improve results and adapt quickly to changes.

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19 views15 pages

Unit 5 MKTG

CRM (Customer Relationship Management) encompasses practices and technologies for managing customer interactions to enhance business relationships. Key components include customer data management, sales and marketing automation, customer service, and analytics. Agile marketing, a tactical approach prioritizing speed and collaboration, is adopted by major companies to improve results and adapt quickly to changes.

Uploaded by

akhileshmishra9696
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

Unit 5

• CRM stands for Customer Relationship


Management. It refers to a set of practices,
strategies, and technologies that companies
use to manage and analyze customer
interactions throughout the customer
lifecycle. The goal of CRM is to improve and
enhance the overall relationship between a
business and its customers.
• Key components of CRM include:
• Customer Data Management: Centralizing and organizing
customer information, such as contact details, purchase history,
preferences, and interactions, in a database or CRM system.
• Sales Automation: Automating sales processes, managing leads,
and tracking opportunities to streamline the sales pipeline.
• Marketing Automation: Using tools and technology to automate
marketing tasks, such as email campaigns, social media posts, and
targeted advertising, to engage with customers and prospects.
• Customer Service and Support: Providing a platform for
managing customer inquiries, complaints, and support requests
to ensure timely and efficient resolution.
• Analytics and Reporting: Utilizing data analytics to gain insights
into customer behavior, preferences, and trends, helping
businesses make informed decisions and improve their strategies.
Integration with other Systems: Integrating CRM systems with other business applications, such as ERP
(Enterprise Resource Planning) or accounting software, to ensure seamless flow of information across
different departments
Types of CRM
The five core values can be summarized as
follows:
• 1. Value outputs over inputs
• Agile teams focus on outcomes, not internal activities.
• 2. Deliver quickly
• Agile teams deliver value early and often avoid perfectionism.
• 3. Prioritize data
• Agile framework values data and experimentation over opinion and
convention.
• 4. Work together
• The agile framework prioritizes cross-functional collaboration and avoids
silos and hierarchies.
• 5. Respond to change
• The agile framework prioritizes responding to change over following a
static plan.
What is agile marketing?

• Agile marketing is a tactical marketing approach that


prioritizes speed, collaboration, flexibility, testing, and
delivering value to the end user. There’s information in
the name: The ideal agile marketing team is nimble,
efficient, and precise.
• Agile marketing processes are popular with big
companies: Apple, Microsoft, Procter & Gamble, and IBM
all subscribe. Agile principles, however, can help
businesses of all sizes break large projects down into
discrete units, continually improve results, and quickly
pivot in response to internal or external changes.

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