C ustomer r elationship m anagement
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إدارة العلاقة مع الزبون C ustomer R elationship M anagement PowerPoint PPT Presentation


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MEDFORIST. HIAST. إدارة العلاقة مع الزبون C ustomer R elationship M anagement. MEDFORIST PROJECT « Euro-Mediterranean Network for sharing IST Learning resources ». إدارة العلاقة مع الزبون C R M. مقدمة تعريف إدارة العلاقة مع الزبون. إجرائية الـ CRM .

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إدارة العلاقة مع الزبون C ustomer R elationship M anagement

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C ustomer r elationship m anagement

MEDFORIST

HIAST

Customer Relationship Management

MEDFORIST PROJECT

Euro-Mediterranean Network

for sharing IST Learning resources


C r m

CRM

  • .

  • CRM.

  • CRM

  • .CRM

Kherbek faten-CRM


C ustomer r elationship m anagement

Kherbek faten-CRM


C ustomer r elationship m anagement

  • , .

Kherbek faten-CRM


C ustomer r elationship m anagement

4 Ps

Product

Price

Place

Promotion

Kherbek faten-CRM


C ustomer r elationship m anagement

  • 4 Cs

    • Customer needs and wants

    • Cost to the Customer

    • Convenience

    • Communication

  • 4 Cs

Kherbek faten-CRM


C ustomer r elationship m anagement

Mass marketing

Target marketing

Customer marketing

1-1

One-to-one marketing

.

, .

Kherbek faten-CRM


C ustomer r elationship m anagement

  • 98% .

  • = 1%.

  • call- center .

  • .

.

Kherbek faten-CRM


C ustomer r elationship m anagement

CRM

  • 85% 5%.

  • .

  • refferal customer , , .

Kherbek faten-CRM


C ustomer r elationship m anagement

  • .

  • CRM , , , .

Kherbek faten-CRM


C ustomer r elationship m anagement

CRM

Capture Customer Data and Measure Results

Capture Customer Data and Measure Results

, ,

Capture Customer Data and Measure Results

CRM

The CRM Dynamic

Capture Customer Data and Measure Results

Customer Value

Capture Customer Data and Measure Results

Customer Relationship Management is a ongoing, dynamic learning process for an organization

Kherbek faten-CRM


C ustomer r elationship m anagement

CRM

Analytical CRM

&

/ Learning

/ Action

/ CRM

Operational CRM

CRM

Kherbek faten-CRM


C ustomer r elationship m anagement

Sales force automation

Marketing automation

Customer service

CRM

Kherbek faten-CRM


C ustomer r elationship m anagement

CRM

  • :

    • , .

    • ,

    • ,

    • .

      .

Kherbek faten-CRM


C ustomer r elationship m anagement

Market

planning

Customer

interaction

Action

Sales Force Automation

Marketing Automation

Customer service and self service

CRM

CRM .

  • .

  • ( ).

Kherbek faten-CRM


C ustomer r elationship m anagement

Market

planning

Customer

interaction

Action

Sales Force Automation

Marketing Automation

Customer service and self service

CRM

:

  • Acquire ,

  • Enhance

  • Retention,

    .

Kherbek faten-CRM


C ustomer r elationship m anagement

Market

planning

Customer

interaction

Action

Sales Force Automation

Marketing Automation

Customer service and self service

CRM

:

  • .

  • (FAQs) .

Kherbek faten-CRM


C ustomer r elationship m anagement

CRM

&

/ Learning

DATA

MINING

DATA

WAREHOUSE

CRM

Kherbek faten-CRM


Crm data warehouse

CRMData Warehouse

DATA

WAREHOUSE

, .

Kherbek faten-CRM


Crm data warehouse1

CRMData Warehouse

DATA

WAREHOUSE

  • .

  • .

  • .

  • .

  • .

Kherbek faten-CRM


Crm data mining

CRMData Mining

DATA

MINING

.

Kherbek faten-CRM


Crm data mining1

DATA

MINING

CRMData Mining

  • Target marketing

  • Market segmentation

  • .

  • .......

Kherbek faten-CRM


C ustomer r elationship m anagement

CRM

  • e-CRM Websites

  • Call centers/ Service history

  • Sales force

  • Customer service & help desks

  • Point of sale terminals

  • Voice response systems

  • Mobile communication devices (m-CRM)

  • Analytical & predictive modeling

  • Smart cards

Kherbek faten-CRM


C ustomer r elationship m anagement

CRM

  • .

  • : , , .

  • .

  • .

Kherbek faten-CRM


C ustomer r elationship m anagement

  • 4Ps .

  • .

  • .

  • .

Kherbek faten-CRM


C ustomer r elationship m anagement

CRM :

  • ,

  • ,

  • ,

Kherbek faten-CRM


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