Download - CRM Presentation at UCLA Extension
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MARKET-BASED MAGEMENT
Ricardo Vanegas
Customer & Business
Profitability
Customer Satisfaction &
Customer Loyalty
Customer-Focused Organization
A successful Customer Focus builds customer RELATIONSHIPS and loyalty, resulting in higher levels of Customer and Business Profitability.
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CRMManagement of Interactions and
relationships with customers
• Marketing• Customer service and support• Appointments• Social media
Areas:
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SOLUTIONS
Ricardo Vanegas
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MARKETING & SALES
Ricardo Vanegas
ConversionAcquisitionRetentionMeasurement
LeadsProspectsCustomers
GAP
A I D A
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MARKETING: Sell moreTo more people.
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MARKETING
Ricardo Vanegas
AcquisitionConversionRetention
Advertising:To get consumer/customer’s attention.
Marketing:To communicate once we’ve gotten their attention.
PRTo communicate once we’ve gotten their attention
Measurement
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MARKETING COMMUNICATIONS MIX
Ricardo Vanegas
6 Ways to Communicate your Message• Advertising• Sales Promotion• Events and Experiences• Public Relations and Publicity• Direct Marketing• Personal Selling
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SALES: Generate revenue!
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SALES PROCESS
Ricardo Vanegas
A I D A Awareness, Interest, Desire & Action!
Close$$$
Potential Customer
Probability of Closing the sale
100%20% (x $) 40% 60% 80%
NegotiationPresentationContact QualifiedLead
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DASHBOARDS
Ricardo Vanegas
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SOLUTIONS
Ricardo Vanegas
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Final Thought
CRM’S DON’T SELL PRODUCTS!