CRM System Implementation and Social Networks

Social Networks and Software Solutions for CRM System Implementation

• Social networks connect users with shared interests, facilitating information exchange.
• Advantages include reconnecting, promoting profiles, free advertising, expanding reach, and real-time interaction.
• Disadvantages include privacy risks, potential for identity theft, addiction, and misinformation spread.
• Social networks are crucial in CRM for real-time communication, collecting feedback, personalizing services, building loyalty, increasing satisfaction, and responding to inquiries.
• CRM software collects, analyzes, and utilizes customer data, integrating with social networks, to improve service personalization, optimize marketing and boost efficiency.
• Popular CRM software includes Salesforce CRM (marketing automation, analytics, social media integration), HubSpot CRM (marketing automation, LinkedIn integration), Microsoft Dynamics 365 (combining CRM and ERP), and Zoho CRM (small/medium business focus).
• Common features include contact management, workflow automation, data analysis, service personalization, and social network integration.

Support Channels of Telecom Operators and Successful CRM Implementation

• CRM software supports diverse business processes, using analytical modules, predictive analytics, and personalized operations.
• Key goals of CRM implementation include attracting new customers, reducing costs, improving support, entering new markets, analyzing competitors, and assuring clear communication.
• Support channels encompass various methods of customer contact, crucial for telecom operators, including physical sales points, call centers, digital channels, direct sales, and SMS/notifications.
• Successful CRM implementation involves defining vision/preparing teams, identifying crucial processes, evaluating technology, setting up infrastructure, addressing challenges, training employees, testing in a pilot phase, and continuous monitoring.
• Challenges during CRM implementation include employee resistance, complex integration, high costs, insufficient adaptation, data quality issues, training difficulties, maintenance, and data privacy compliance.

Augmented Reality (AR), Virtual Reality (VR), and CRM

• AR and VR improve customer experience in CRM by enabling interactive, personalized interactions.
• Augmented Reality allows for product visualization in real-world contexts, reducing decision-making uncertainty.
• Virtual Reality immerses customers in virtual environments, creating engaging and memorable experiences.
• AR/VR transforms sales by enabling interactive virtual stores/showrooms, detailed product demonstrations, and confidence-building for customers.
• AR/VR optimizes employee training via virtual simulations and real-time visual instructions.
• Long-term benefits encompass increased customer loyalty, reduced operational costs, and a competitive edge through innovativeness.
• AR/VR influences customer decision-making by enhancing realism, increasing confidence, and streamlining the process.
• AR/VR revolutionizes customer support by providing troubleshooting and enabling immersive education.

Customer Journey Mapping

• Customer journey mapping visualizes customer interactions with a company from their perspective.
• Aims to improve customer experience by understanding key touchpoints and needs.
• Steps include collecting info, forming hypotheses, researching customer processes, analyzing findings, and mapping journeys.
• Customer experience encompasses all physical and emotional touchpoints from initial contact to post-purchase.
• Personas represent target customer groups to aid in understanding behaviors and addressing negative experiences.
• Customer decision-making stages include recognizing a need, searching for information, evaluating choices, making purchases, and post-purchase evaluation.

CRM as a Business Process – Data Collection and Management

• CRM's core aspects involve data collection/management, segmentation, communication, automation, personalization, and performance tracking.
• Possible financial outcomes include increased profits, return on investment, and potential lost revenue.
• Key processes in CRM implementation encompass strategy, value creation, multi-channel integration, information management, and performance evaluation.
• Crucial customer data types include descriptive, identity, progressive profiling, and qualitative/quantitative data.

Using AI Tools to Enhance CRM

• AI-CRM combines AI (machine learning, natural language processing) with CRM systems to automate and improve customer engagement.
• AI impacts CRM by enhancing data collection/analysis, service availability, decision-making, customer experience, and segmentation.
• AI-CRM differs from traditional CRM by using content-driven interactions vs. data-driven interactions, providing personalized engagement instead of basic data tracking.
• AI-CRM implementation steps include managing big data, researching AI techniques, and transforming business processes using AI.
• CRM implementation challenges include high costs, data privacy, technical complexity, talent shortages, technological advancement, and resistance to change.
• Integrating chatbots into CRM systems provides scalability, 24/7 availability, cost-effectiveness, and personalization.

CRM in Education as a Tool for Sustainable Student Enrollment

• Students commonly face issues with inconsistent information, results, and document processing.
• CRM solutions include ticket systems, integrated support channels (phone, chat, IT, portals), and automated updates.
• CRM boosts efficiency, resolves issues faster, increases satisfaction, and elevates employee productivity.
• Key conclusions highlight the importance of top management involvement, clear CRM strategy communication, understanding end-user needs, identifying business needs, choosing user-friendly software, and ensuring adequate configuration.