# data[].attributes.body
- avaliability of self-service functions helps to lower manpower costs
- significant reduction in service and customers handle cost through higher firsttime resolution
- better deployement of manpower

# data[].attributes.body
- Potential to analyse customer's profile, past interactions, etc
- offer personalised solutions
- having full visibility of customer's history helps support staff to provide more complete & appropriate assistane
- improves customer engagement through more interactive communication channels

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- Customers self-service options are avaliable 24/7
- able to offer responses to customers' queries within minutes
- Cases are routed to appropriate staff with relevant knowledge & skills who can resolve the issue efficiently
- clear work flow & updated record in the SA allows for better monitoring and tracking of cases

# data[].attributes.body
- Provide managers with statistics to measure effectiveness and efficiency of individual support staff
- Enjoy total visibility across channels for clearer insights of customer's experience from a broader prespective

# data[].attributes.body
- Enables Managers to plan the manpower deployement efficiently
- enables managers to have visibility of all staff's avaliability & performance

# data[].attributes.body
- Helps to reduce the demand on the support staff
- avaliable on websites via chatbots, mobile applications & telephony system (IVR)

- AI can be included in the self-service options to improve the overall customer experience
- solutions provided in these self service options are based on information stated in Knowledge Based Articles

# data[].attributes.body
- Repository of Information to help support staff in case resolution
- Useful for new staff to learn faster
- Helps experienced staff to find information about rare or difficult problems

# data[].attributes.body
- Allows companies to recieve & distribute incoming communications from customers
- used to acknowledge customers' service requests, make service appointment, update on service tasks and etc.

- allows service staff to respond effectively to enquiries, and issue regardles of channels used by customers
- automates & direct support communication channels which helps to enhance greater efficiency

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- Report, Enquiry & Feedback (referred as CASE)
- CM covers the full cycle of activities from initial notification of issue till the case is closed

- ensures that the enquiry/issue is routed to the right staff for resolution
- Support staff will receieve assigned cases on a real-time basis

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Enables support departments to manage customers' enquires and issues more efficiently.

Reduce needed manpower significantly when assisting customers

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- Complete Visibility of all sales activities
- More accurate assesment of sales pipeline
- Better utilisation of resources based on timely reports and analysis
- Avaliabiity of real-time information for realistic sales forecast & decision making.

# data[].attributes.body
- Focus attention on targeted leads and more promising opportunities
- Better understanding of opportunities' needs, creates higher chances for upselling and cross-selling

# data[].attributes.body
- Reduce response time for customer's sales enquires and sales request
- Customers are able to participate in the design stage to modify the specification to their preference

# data[].attributes.body
- Automates time consuming tasks
- Allows to optimal utilisation of sales staff's time
- Proposals, Price Quotations & Orders can be generated quickly

# data[].attributes.body
- Document Managment
-> Provides sales related documents
-> Accessible to sales staff when needed

- Product Configuration
-> Allowing sale staff & customers to design & customise product, services or solutions easily
-> essential as customisation is important part of value proposition

- Proposal Generation
->  Enables sales staff to customise proposals and generate price quotations quickly and reliably

- Order Management
->  Allows sales staff to convert proposals into orders once the decision to purchase is made
-> Eliminates manual processing and accelerate the internal approval  process
-> shorten the order-to-cash cycle

# data[].attributes.body
- Robust reporting & analysis dashboard is imperative for all SFA software
- Customisable reports, performance insights, sales forecasts and etc.

- Pipeline Managment
-> Sales Pipeline visual snapshot of where the opportunities are in the sales process
-> allows companies to ascertain opportunities that may require special attention

# data[].attributes.body
- Refers to a potential revenue-generating customer that needs to be tracked for completion
- Automation of this function enables real-time data accessibility, opporturnity milestone tracking & sales forecasting

# data[].attributes.body
- "lead" that may be converted to a potential customer
- Feature that allows companies to create, assign, segment & perform real-time tracking

# data[].attributes.body
- Complete dashboard of contact information, profiles, interactions, purchases and all other activities
- Tools that help with building, sharing and updating contact lists, making appoitments and contact tracking.

# data[].attributes.body
- Technology that automates the sales workflow and sales marketing tasks,

- Streamlining the sales process enabling sales staff to focus on the productive part of the job

# data[].attributes.body
- MA allows companies to effortlessly embrace big data & collect valuable intelligence at scale
- Campaigns can be monitored precisely through measurable data captured in the system
- Data is update real-time for managment to maker smarter and accurate data-driven decisions

# data[].attributes.body
- MA increase online engagement & social media activity thereby increase the company's reach over time
- Increases online presence imrpoves company's SEO and enhances its visibility further

# data[].attributes.body
- Personalised Content is the key to nurturing leads
- MA software simplifies the process of getting the right content to the right customer at the right time.

# data[].attributes.body
- Automates campagins increase efficiency
- Makes campaign scalable beyond the limits of the marketing team size
- Enables multiple campaigns to be created, executed across various channels & managed at the same time.

# data[].attributes.body
Social Media Managment
- Managment of Social Media platforms to connect with customers
- builds brand, increase sales and drive online traffic
- Through: Publishing, Engagment, Analytics & Advertising

Web Analytics
- Allows companies to understand the behaviour of website visitors
- identifies traffic sources that bring in most website sessions
- software is able to automatically display relevant information
- automatically customised customer journey experience leading to maximum coversion rates.

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Campaign Management
- Sequence of activities designed to introduce and/or promote products & services
- Autotmates the process of Planning, Implementing & Monitoring Results of marketing activities
- Automation of Selection of targeted customers, customisation of message & delivering of message via preferred channels

Event Based Marketing
- "trigger marketing" or "behavioural marketing"
- occurs when an event triggers a communication or offer
- highly successful becuase it is timely and relevant to customers
- usually initiated by contextual events or customer behaviour

# data[].attributes.body
Technology  that manages marketing process and campaigns across multiple channels automatically

Enable companies to deliver:
RIGHT MESSAGE to RIGHT CUSTOMER at the RIGHT TIME via RIGHT CHANNELS

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Desirable Data Attributes
S -> Sharable
T -> Transportable
A -> Accurate
R -> Relevant
T -> Timely
S -> Secured

# data[].attributes.body
Collect accurate Data using 4 Steps
- Verify
- Validate
- De-duplicate
- Merge Purge

Consequences of poorly mainted Customer Database
- Operation Efficiency
- Poor Customer Experience

# data[].attributes.headline
3rd -> Identify the Information Sources 

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3rd -> Identify the Information Sources 

# data[].attributes.body
- Sales Data
- Financial Data
- Marketing Data
- Service Data
- Others

# data[].attributes.headline
2nd -> Define the Information Requirements 

# data[].attributes.subject
2nd -> Define the Information Requirements 

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Type of Customer Data
- Type
- Amount
- Accurary of Data

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Purpose of the customer database will determine the type of information required

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Able to perform its tasks reliably

# data[].attributes.body
Able to cater to the needs of different users

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Should be User-friendly

# data[].attributes.body
Data -> Stored Locally
Customisation -> Full Customisation
Investment -> Higher initial investment
IT Expertise -> Required
Maintenance -> In House
Security -> Managed Interally

# data[].attributes.body
Data -> Stored @ 3rd Party
Customisation -> Restricted
Investment  -> Lower initial investment
IT Expertise -> Not Required
Maintenance -> Managed by 3rd party
Security -> Managed by 3rd party

# data[].attributes.body
Able to accomodate future increase in data and users

# data[].attributes.body
Able to be compatible with exisiting system in the company

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Allow access to office-based and off-site staff

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Allow data from various channels to be integrated easily

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Information Technologies

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Loyalty Management
- MA softwares allows companies to develop & operate Loyalty Programme on a grand scale efficiently

Marketing Analytics & Reports
- Enables Managment to assess the effectiveness of every Marketing Campaign, Offers and Channels
- Management is able identify specific issues and fine tune campaigns to achieve better overall results