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21 Cards in this Set
- Front
- Back
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Business value in social media |
*What is the image you create in social media? *How do you interact with your followers? *What information you post on your social network? |
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Comparing with competitors' social media adoption |
-Do the business have a consistent information send throughout social media platform? -Do the business have an account on the social media platform that your target customer are using? |
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Under stand the process( Social Media) How do users find your social network? |
-Search engine?
-Social network provider's recommendation? -Referred from a friend's recent like? |
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How to influence your customers? |
Social Influence -Customers are influenced strongly by others based on how we perceive our relationship to the influencer. |
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What is big data? |
Big data is about the technologies and practice of handling huge data sets that conventional database management systems cannot handle them efficiently, and sometimes cannot handle them at all. |
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What are sources for Big Data? |
Financial markets, sensors in manufacturing or logistics environments, cell towers, or traffic cameras throughout a major metropolis. Another source is the web |
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Gartners' definition of Big Data? |
Big data are high volume, high velocity and/or high variety information assets that require new forms of processing to enable enhanced decision making, insight discovery and process automation |
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What is little data? |
-Little data can be found in readily available sources that don't require any additional investments. eg feedbacks from fb -Companies can also segment and qualify leads using info that can be found on the internet |
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What are the 5 main categories of Big Data? |
-Social Media-- Used to understand consumer sentiment -Server logs-used to deliver responsive IT -Web clickstream-used to gain granular customer segmentation -Machine/sensor--enabling predictive analytics -Geolocation-optimizing global logistics operations |
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Field diverse customer teams(Big Data) |
-Big data and CRM are connected in that CRM extracts value from Big Data --who, what, where, when and why before they connect with their customers - Different type of data adds different value to the CRM |
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What is CRM best practices? |
CRM best practice companies see CRM as a series of strategies and processes that support and execute a relationship vision for the enterprise and Vision changes |
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Seven keys to a successful CRM program 1.Brass-level sponsorship and coordination |
CRM initiatives affect significant proportion of the organization and consequently require support from top management. |
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2.Narrow in scope, modest in goals |
Successful CRM implementations call for solutions that have well-defined problmes and clear, achievable business objectives |
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3.Inter-Departmental collaboration |
The need for collaboration across departments is critical to boosting returns on CRM |
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4. CRM solutions are not created equal |
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5.Customer segmentation |
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6. Data management |
the "integrated set of analytical data" can allow management to make informed decisions about how much to invest in certain initiatives. |
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7.Monitoring CRM |
Opportunities " lie in activities adjacent to the customer relationship cycle" |
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Best practice solution-Social CRM |
It requires strategy, process, technology and best practices to help an organization achieve their objectives around maximizing the value of customer relationships. |
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Social CRM solution proposed by Xerox |
-Maximize the value of customer interactions -Optimize the customer experience -Increase customer loyalty -Reduce operational costs |
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Week 5 |
Week 5 finished |
