CRM Systems and Social Networks Overview

Social Networks and Software Solutions for CRM System Implementation

• Social networks are online platforms enabling connections based on shared interests.
• Advantages include reconnecting, promoting profiles, free advertising, expanded reach, and real-time interaction.
• Disadvantages include privacy loss, identity theft risk, potential addiction, and misinformation spread.
• Social networks in CRM enable real-time, two-way communication with customers.
• Benefits include collecting feedback, personalizing service, building loyalty, increasing satisfaction, and faster responses to inquiries.
• CRM software solutions collect, analyze, and utilize customer data, improving service personalization and marketing optimization.
• Examples of CRM software include Salesforce CRM, HubSpot CRM, Microsoft Dynamics 365, and Zoho CRM.
• 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 provides tools like analytical modules, predictive analytics, and personalized operations to enhance customer relationships and business processes.
• Key goals of CRM implementation include attracting new customers, reducing costs, improving support and productivity, expanding markets, analyzing competitors, and ensuring consistent information flow.
• Support channels in telecom include physical points, call centers, and digital channels. SMS and notifications are also common.
• Successful CRM implementation involves clearly defining the vision, optimizing business processes, selecting appropriate technology, integrating systems, training employees, piloting systems, and continuous monitoring and adaptation.
• Challenges include employee resistance, system integration, high implementation costs, inadequate adaptation to processes, data quality issues, training difficulties, and maintenance/compliance.

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

• AR and VR enhance CRM by providing interactive and personalized customer experiences.
• AR enables visualizing products in real-world settings, reducing uncertainty.
• VR creates immersive experiences, making them emotionally engaging.
• AR and VR improve sales by creating virtual stores, enabling immersive product demonstrations, and raising customer confidence.
• VR and AR improve employee training through virtual simulations and real-time visual instructions.
• Long-term benefits include increased customer loyalty, reduced costs, and competitive advantages.
• AR/VR affect customer decision-making by providing realistic product visualizations and interactive experiences, accelerating decision-making.
• AR/VR enhance customer support via visual troubleshooting guides and immersive customer education.

Customer Journey Mapping

• Customer journey mapping visualizes customer interactions with a company from the customer's perspective and enhances experiences.
• Steps include gathering customer information, developing hypotheses, researching processes/needs/perceptions, analyzing findings, and mapping the journey.
• Customer Experience (CX) encompasses physical and emotional interactions with products, systems, and brand services.
• Persona stands for fictional representations of target customer groups, helping companies better understand different customer types.
• Customer decision-making includes recognizing needs, searching for information, evaluating alternatives, making purchases, and post-purchase evaluations.

CRM as a Business Process – Data Collection and Management

• CRM as a business process involves data collection, customer segmentation, communication, process automation, service personalization, and performance tracking.
• Possible financial outcomes include increased profits, return on investment, and lost revenue.
• Key CRM implementation processes involve strategy development, value creation, multi-channel integration, information management, and performance evaluation.
• Important customer data includes descriptive, identity, progressive profiling, qualitative, and quantitative data.

Using AI Tools to Enhance CRM

• AI-CRM utilizes AI technologies (machine learning, NLP) to enhance customer engagement processes.
• AI's implications in CRM include data analysis, improved service, better decision-making, enhanced customer experience, and customer segmentation.
• AI-CRM differs from traditional CRM in its content-driven nature (AI-CRM) versus the data-driven focus of traditional CRM.
• AI-CRM implementation involves managing big data, researching AI/ML techniques, and transforming business processes with AI.
• Challenges in CRM implementation include high costs, data privacy issues, technical complexities, skills gaps, rapid technological changes, and resistance to change.
• Integrating chatbots into CRM systems offers scalability, 24/7 availability, cost-effectiveness, and personalization.

CRM in Education as a Tool for Sustainable Student Enrollment

• Common student challenges include inconsistent results, a lack of information about courses/exams, delays in processing documents.
• CRM solutions offer ticket systems, integrated phone lines/chat/support/portals.
• Benefits include cost efficiency, faster problem resolution, higher student satisfaction, and improved employee productivity.
• Successful CRM implementation in education requires top management involvement, clear communication, understanding end-user needs, aligning with business needs, and choosing user-friendly software.