消费者的关系经营（英文）ppt.pptVIP

Infrastructure Alternatives Database Data Database Data Contact Management CRM system Call Center CRM system Sharon Crost * Slide: * Infrastructure Alternatives Integrated Data Warehouse Application Server Web Server E-mail Server Data Mart Data Mart Data Mart Data Mart Data Mart Data Mart Sharon Crost * Slide: * Analyzing CRM data - discussion You are the CRM manager for HAKRs computers online and you have created a new CRM system to collect whatever data you need to increase the business profitability. Describe your data analysis methods. Sharon Crost * Slide: * Analyzing CRM data Results Analysis CurrentActivity Predictive Analysis Prospect qualification Affinity analysis (fries with burgers) Churn analysis and prediction Propensity to buy modeling Customer profiling Next-sequential-purchase analysis Propensity to buy Clickstream analysis Customer Support Revenue Analysis Channel Analysis Customer Value Measurement Customer segmentation Partner contribution measurement Customer profiling Sharon Crost * Slide: * Managing CRM projects - discussion You are the project manager for a CRM project and you have just found out that the project will take 2 months longer than planned, and cost 200k euros more than planned. How do you explain this to your boss? Sharon Crost * Slide: * CRM project management Functionality Time Resources Sharon Crost * Slide: * Project Management Project Objective Task Outline: what, who, link tasks On Budget Cost estimates, track cost to estimate On time Time schedule, beginning, end, duration Plan meets objective – measure results Risk Mangement Sharon Crost * Slide: * Measuring Results/Follow-up - discussion You are the program manager for a CRM program and you need to present your results and next steps to your boss. What are good measures? What do you recommend for a follow-up? Sharon Crost * Slide: * SMART Metrics Specific Measurable Actionable Relevant Timely Sharon Crost * Slide: * Fol