ax crm fundamentals
TRANSCRIPT
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Customer Relationship Management
Microsoft Dynamics AX 2009
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We experience Customer Relationship Management (CRM)
every day.
What is CRM?
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"CRM is a strategy used to learn more about customers' needs and behavior to develop stronger relationships with them." (Source:
CRM Research Center)
CRM is Concepts, Ideas, Strategy
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Experts do not agree on all the fine points defining CRM. However, all the
definitions are customer focused.
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CRM Disciplines
Know Your Customer
Act on What you
Know
Learn From What you
Know
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Praises the company's service, products, and
support. This customer acts as a loyal supporter of the
company.
Types of Customers
Advocate Customers
Terrorist Customers
Defames the company and its service at every
opportunity.
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CRM's focus turns good customers into advocates of the company and prevents a
departing customer from becoming a terrorist.
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Companies strive to move customers to higher loyalty and profitability levels.
CRM can move customers toward the first quadrant (Area 1), improving customer loyalty and profit.
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So How To Focus on Customers?- Obtain correct customer data.- One to One Contact.- Collect Information / Personal Communication- Product Customization.- Learning Relationships.
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The customer's loyalty and lifetime value is increased by using CRM correctly to know the customer, understand their needs, and
help the customer grow.
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CRM Functionality
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CRM Functionality4 Main Areas of CRM:- Sales force Automation.- Sales Management.- Marketing Automation.- Telemarketing5 Modules in Sales & Marketing Module:- Document Management.- Data Management.- Project Management- Knowledge Management- Customer Self-Service (Enterprise Portal)