CRM in Telecommunications

What is Customer Relationship Management (CRM)?

• Definition

• Focus on relationships

• How does CRM impact the organization?

• Reasons to take the CRM route

• Five views of CRM

Identify Your Customers

• Identifying your customer

• Internal customers

• External customers

• Why do we need customers?

• Customer expectations

• Integrating the customer

• Generating a customer-focused solution

Segmentation of Your Customers

• Build groups with similar attributes

• Customers vs. objectives

• Define an action plan

• Campaign management

Managing Your Customers

• Why manage customers?

• The Pareto principle

• Customer value

• Hierarchy of service

• Information vs. knowledge

• Customer and culture

CRM in Marketing

• Traditional marketing vs. relational marketing

• Relationship and one-to-one marketing

• Customer lifecycle

• Build a loyalty

• Revenue stimulation

• Customer retention

CRM and Customer Service

• Call center and customer care

• Customer satisfaction measurement

• Customer service training

CRM and Sales

• Activity, contact and lead management

• Business training for sales

CRM as a Business Process

Implementing CRM

• Recommendations

• Data quality

• Data integration

• Differentiated execution across touch points

• Critical success factors

• Best practices

Measuring CRM

• Characteristics of excellent CRM

• Measuring customer service

• Measuring sales service

• Measuring marketing initiatives

• Problems in CRM

• Process analysis in CRM

Standards and Continuous Improvement in CRM

• Standards

• Continuous improvement in CRM

CRM, Communication, and People

• Communication as a CRM activity

• People and CRM

CRM

• Best practices

• Looking toward the future

• Social CRM