如何赢得和留住客户

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1、Winning&RetainingClients,PartIITargetingTechnologiesandTappingYourMarketDawnMarieYankeelovPresident,ASPectxDawny@aspectx.comwww.aspectx.comCorporateCRMSpending>$1Trillion(U.S.)ConsumerTheCRMIndustryDataManagementFulfillmentTVRadioPrint100,000IndependentCRMVendors($700Billion)AdvertisingDirectMarke

2、tingCallCenters:InboundOutboundI.GrowthinCRM“Tech”TyingAllAvenuesTogetherforMaximumProfitabilityTrackingAllInteractionsforUpsellManagingProjectsandPersonnelSpeedtoReactReportingEnhancedandOftenRealTimeAccountabilityThroughoutOrganizationWhatisaCRMtechtool?CRMtiestogetherallofacompany’sfrontofficecus

3、tomertouchpoints:sales(contactmanagement,productconfiguration),marketing(campaignmanagement,telemarketing),andcustomerservice(callcenter,fieldservice)Viamultiple,interconnecteddeliverychannels(telephony,email,Web,anddirectinteraction)YOUARETRYINGTOTRACKENTIREHISTORYOFRELATIONSHIPWITHYOURCUSTOMERORCL

4、IENTDefiningCRMTechOptions“Smallandmid-sizedbusinesseswouldneverhavebeencandidatesforenterpriseapplicationsinthepast.Nobodyseemstoknowwhatisgoingonandthecustomeroftenhasmoreknowledgethanthecompany.ThatistheAchilles’heelofbusinessestoday.”—StevePapermaster,founderofAgillion.comTrendstoWatch:--CRMforA

5、llLevels--SmallBusinessUse--Web-basedApplicationProliferation--ASPModelsAppealingfromSmallBusinessestoPersonalSitesBuyerDilemmaLackofIndustryKnowledge100,000+VendorsProductComplexityRapidChangeinCRMTechnologyLimitedProjectManagementResourcesSellerDilemmaLackofEfficientMarketingChannelsLargeCapitalIn

6、vestmentinTechnologyNoCentralMarketplaceIntenseCompetitionIndustryProblemInefficientMarketplace=HighSearchandMaintenanceCostsSelectingCRMToolsIdentifyandsetclearbusinessrequirementsInstituteacommonplanningprocessObtainSenior-ManagementBuy-InandUnderstandingPinpointfunctionaldifferencesincultureands

7、uccessmeasuresandbridgethegapsCRMisaBusinessPhilosophy10/5/2021Tribulations:TheBarriersChangesinbusinessprocessesslowITdeliverycapabilityUnwillingnesstochangesalesprocessesandincentivescanstallaccepta