CRM Case Study

Increases brand loyalty. It means to say that social media is a two-way process that allows a business to build meaningful relationship with their clients, thus makes the clients confident to trust it. It also encourages them to choose your business’ products in the future. Lastly, it uncovers valuable insights. Gaining important information from social media about the customers on how can a business’ product improve, thus helping the business make smarter decisions.

Customer relationship management or CRM for short is a model for managing a company’s interactions with current and future customers. When CRM is utilized correctly it will increase profitability and customer loyalty, which are both very important to an organization. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Customer relationship management is very important in many ways to help a company become and stay successful. CRM can help businesses gain a competitive edge through communication, marketing, gathering customer information, social media and mobile technology.

These enhance customer satisfaction. Online tools provide you with opportunities for dialogue with your customers. This dialogue lets you create deeper customer involvement. This enhances their satisfaction and helps you build more profitable relationships with them. Efficiently Digital marketing provides you with opportunities to automate part of the customer satisfaction and relationship building process.

Business events:  Events are opportunities for business people to gain exposure for their businesses, promote new products or services and make sure accurate information reaches targeted customers.  From a sales point of view, events are a chance to counter customer doubts and build customer confidence. They can also help us research our market and competitors, and build our mailing list. Making sure to the event prepared with marketing materials to disseminate and a way to collect information and customer details.  Trade shows are an opportunity for businesses to compete in their industry and share information with people in similar lines of work.

This is because customer can experience the convenient and searching products or services by browsing the website. Next, trust is a crucial factor in marketing for successful business trades and maintaining online customer relationships (Rios & Riquelme, 2008, p. 733). Trust can increase the level of customer’s confidence towards the online retailing. Last but not least, perceived enjoyment is also one of the key factors that affect customer purchase intention. Testing the impact of perceived enjoyment can help retailers to more understand the customer behavior.

Social media allows businesses to interact or to reach a number of people whether they actual or potential customers. It is affordable for businesses to promote their products and services on social media as they also build relationship with their customers. Businesses get instant feedback from their customers when using social media platforms. Social media provides businesses access to their potential customers which will lead their customers to be loyal. Customers use social media to know more about business companies they know little about.

Online research, networking, physical survey, questionnaire and other do-it-yourself methods can often do the wonders. Keep the potential customers interested in your products and services by fostering a relation with them through social media and other platforms. 3. Size up the Competition: It makes sense to know your competitors and their marketing strategies well in advance as it helps you in creating the effective business strategies. Your aim is to comprehend what and how well your competitor is doing so that you can do it much better than them.

Facebook is a perfect website or instrument to help the business to promote their business because they can fill it with important information about the business and allow people to discover the benefits and purpose of the business. In this website, they can put anything like videos, announcements and many more to advertise their business. It also allows the people or the customers who tried experiencing their services to rate the business base on their performance, and they can suggest freely by just messaging and commenting to their Facebook page, profile or group. Although, it takes time to develop a relationship with the potential customers but it will be all worth it if the company built a strong foundation with the customers and gain their loyalty and trust. Influencing the customers to purchase a product, the company needs to consider the perception of the customers in the brand.

It is one role of social media in customer engagement. For example, post the products with quotes and funny sentence that it makes the customer laugh and they will look forward to a new post. Another example is some companies using twitter to talk with the customer, as Cap’n Crunch was quick to respond, drawing even more followers to a potentially negative attack and launching a fleet of “re-tweets” which means repost a sentence, favorites and new follower. It emerges that the products become known. To truly engage customers with social media, the conversation needs to be about and include

CRM Features and Benefits CRM (Customer Relationship Management) helps companies to understand, anticipate and respond to their customers' needs in a consistent way, right across their organization (Is4Profit, 2006,1). CRM is a business strategy designed to improve profitability, revenue, and customer satisfaction. It consists of software, services, and a new way of thinking to improve profitability, revenue, and customer satisfaction (Sibel, 2006, 1). Practicing CRM requires an efficient and integrated internal business system. Many businesses benefit from the organizational discipline CRM imposes, as well as from the technology itself.