https://padlet.com/200105942/y258w670crs9xtk6 3rd Pillar of CRM en-us 2021-07-29 11:37:47 UTC 2021-07-29 13:38:40 UTC hello@padlet.com 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664028333 Information Technologies ]]> 2021-07-29 11:38:49 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664028333 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664029481 2021-07-29 11:41:09 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664029481 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664029722 2021-07-29 11:41:38 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664029722 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664030184 Allow data from various channels to be integrated easily]]> 2021-07-29 11:42:28 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664030184 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664030386 Allow access to office-based and off-site staff ]]> 2021-07-29 11:42:53 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664030386 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664030637 Able to be compatible with exisiting system in the company  ]]> 2021-07-29 11:43:19 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664030637 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664030840 Able to accomodate future increase in data and users ]]> 2021-07-29 11:43:43 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664030840 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664031702 2021-07-29 11:45:31 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664031702 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664032058 Data -> Stored @ 3rd Party
Customisation -> Restricted
Investment  -> Lower initial investment
IT Expertise -> Not Required
Maintenance -> Managed by 3rd party
Security -> Managed by 3rd party ]]> 2021-07-29 11:46:22 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664032058 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664033030 Data -> Stored Locally
Customisation -> Full Customisation
Investment -> Higher initial investment
IT Expertise -> Required
Maintenance -> In House
Security -> Managed Interally  ]]> 2021-07-29 11:48:28 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664033030 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664034335 2021-07-29 11:51:18 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664034335 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664034693 Should be User-friendly ]]> 2021-07-29 11:51:54 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664034693 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664035005 Able to cater to the needs of different users ]]> 2021-07-29 11:52:12 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664035005 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664035142 Able to perform its tasks reliably ]]> 2021-07-29 11:52:27 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664035142 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664037143 2021-07-29 11:55:45 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664037143 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664037279 Purpose of the customer database will determine the type of information required 

]]> 2021-07-29 11:56:06 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664037279 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664037891 Type of Customer Data 
- Type 
- Amount 
- Accurary of Data ]]> 2021-07-29 11:57:26 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664037891 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664038596 - Sales Data 
- Financial Data 
- Marketing Data 
- Service Data 
- Others

]]> 2021-07-29 11:58:44 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664038596 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664039085 Collect accurate Data using 4 Steps 
- Verify 
- Validate 
- De-duplicate 
- Merge Purge

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

]]> 2021-07-29 11:59:47 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664039085 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664040687 Desirable Data Attributes 
S -> Sharable 
T -> Transportable 
A -> Accurate 
R -> Relevant 
T -> Timely 
S -> Secured ]]> 2021-07-29 12:03:10 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664040687 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664045907 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 ]]> 2021-07-29 12:13:25 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664045907 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664047172 2021-07-29 12:15:32 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664047172 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664047413  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  


]]> 2021-07-29 12:15:56 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664047413 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664050432 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. ]]> 2021-07-29 12:21:30 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664050432 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664053128 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 ]]> 2021-07-29 12:25:54 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664053128 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664056890 2021-07-29 12:31:45 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664056890 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664059182 - 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. ]]> 2021-07-29 12:35:38 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664059182 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664060342 - 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. ]]> 2021-07-29 12:37:29 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664060342 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664060929 - 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 ]]> 2021-07-29 12:38:25 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664060929 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664061972 - 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 

]]> 2021-07-29 12:39:58 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664061972 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664064362 - 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 ]]> 2021-07-29 12:43:36 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664064362 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664065448 2021-07-29 12:45:33 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664065448 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664065608 - 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. ]]> 2021-07-29 12:45:51 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664065608 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664066648 - "lead" that may be converted to a potential customer
- Feature that allows companies to create, assign, segment & perform real-time tracking ]]> 2021-07-29 12:47:22 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664066648 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664067188 - 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 ]]> 2021-07-29 12:48:15 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664067188 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664068862 - 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 ]]> 2021-07-29 12:50:52 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664068862 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664070351 - 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 ]]> 2021-07-29 12:53:02 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664070351 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664077426 2021-07-29 13:03:06 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664077426 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664077574 - Automates time consuming tasks 
- Allows to optimal utilisation of sales staff's time 
- Proposals, Price Quotations & Orders can be generated quickly 

]]> 2021-07-29 13:03:21 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664077574 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664078416 - 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 

]]> 2021-07-29 13:04:49 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664078416 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664079119 - Focus attention on targeted leads and more promising opportunities 
- Better understanding of opportunities' needs, creates higher chances for upselling and cross-selling ]]> 2021-07-29 13:06:03 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664079119 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664079943 - 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. ]]> 2021-07-29 13:07:25 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664079943 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664082852 Enables support departments to manage customers' enquires and issues more efficiently. 

Reduce needed manpower significantly when assisting customers ]]> 2021-07-29 13:11:28 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664082852 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664084565 2021-07-29 13:13:36 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664084565 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664084829 - 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 ]]> 2021-07-29 13:13:57 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664084829 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664086926 - 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 ]]> 2021-07-29 13:16:26 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664086926 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664089178 - 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 ]]> 2021-07-29 13:19:14 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664089178 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664091065 2021-07-29 13:21:32 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664091065 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664091470 - 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]]> 2021-07-29 13:22:03 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664091470 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664093698 2021-07-29 13:25:02 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664093698 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664094519 - Enables Managers to plan the manpower deployement efficiently 
- enables managers to have visibility of all staff's avaliability & performance ]]> 2021-07-29 13:26:03 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664094519 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664095394 - 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 ]]> 2021-07-29 13:27:20 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664095394 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664097398 2021-07-29 13:29:56 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664097398 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664097884 - 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 ]]> 2021-07-29 13:30:32 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664097884 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664099724 - 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 ]]> 2021-07-29 13:32:48 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664099724 200105942 https://padlet.com/200105942/y258w670crs9xtk6/wish/1664101188 - 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 ]]> 2021-07-29 13:34:49 UTC https://padlet.com/200105942/y258w670crs9xtk6/wish/1664101188