Mastering Customer Relationship Management & Data Strategies
Understanding CRM: Importance & Types
Customer Relationship Management (CRM) is how businesses manage interactions with customers. It uses tools and strategies to improve relationships, enhance customer satisfaction, and drive sales growth.
CRM systems collect customer information from various touchpoints like websites, emails, phone calls, social media, and chat platforms. This comprehensive data helps companies gain deeper insights into their customers.
Why CRM is Important
Stronger Customer Relationships:
Comprehensive Innovation Management Framework
Innovation Trend Exploration and Integration
Objective: Identify and map top 10 relevant innovation trends annually.
Key Goals
- Detect at least 5 new trends per semester.
- Generate 5 actionable opportunity briefs per quarter.
Essential Inputs
- Organizational objectives and strategy
- Customer feedback
- Technological surveillance plan
Core Activities
- PESTEL analysis
- Trend research
- Technology mapping
Expected Outputs
- Identified opportunity areas
- Emerging challenges report
- Briefs for strategic planning
Performance Metrics
- Number
Digital Transformation & Data-Driven Marketing Strategies
Industry 4.0: The Fourth Industrial Revolution
Industry 4.0, also known as the Fourth Industrial Revolution, represents the integration of automation with digital and cyber technologies. It includes advancements such as the Internet of Things (IoT), Artificial Intelligence (AI), Big Data, Robotics, and 5G. These technologies enhance efficiency, improve real-time decision-making, and create interconnected smart systems.
Example: Tesla’s manufacturing plants use AI-driven automation to optimize production
Read MoreSocial Media Advertising Strategy & Agile Process
Social Media Advertising Basics
Social Ads are paid advertisements that appear on social media platforms like Instagram, Facebook, and others.
Agile Approach in Social Media
In social media management, saying “the process is an agile process” means that the way we plan, create, post, and measure content is flexible, adaptable, and fast-moving.
The Agile Social Media Process
- Define Goals: Set clear, measurable goals.
- Understand Your Audience: Know who you’re targeting (age, interests, online behavior)
Crafting a Successful Social Media Strategy
Social Media Plan Goals
The two main goals are:
- Identify the key factors in implementing a social media plan.
- Apply metrics to measure the success of a social media plan.
A social media plan is not just about posting content; it requires strategy, execution, and analysis.
Business Goal: Profitability
A company uses social media to support its profitability. This is done through:
- Cost-Effective Strategies: Reducing spending while increasing engagement.
- Client Value Metrics:
- Customer Acquisition Cost (CAC)
Leveraging BI, Analytics, and Data Science for Business Decisions
Understanding Business Intelligence (BI)
Business Intelligence (BI) is a technique that transforms data into information and information into knowledge, improving business decision-making processes.
Key BI Products
The main BI products currently include:
- Balanced Scorecard (BSC): A management system translating strategy into interrelated objectives, measured via indicators and linked to action plans. It aligns individual employee behavior with company strategy.
- Decision Support Systems (DSS): Utilize