Question

create a 1-page diagram that illustrates at least five operational sources and five business usages of CRM (Customer Relationship Management) data that would be stored in the data warehouse and used for the CRM system from that business case.

Answer 1

Customer Relationship Management(CRM)

Customer Relationship Management is a sytem refers to the principles, guidelines, procedures followed by an organization when interacting with the customers. Customer Relationships encompasses straight interaction with the customers, such as sales, services, and forecasting and analysis of customer trends.

CRMs are classified into three based on features;

1.Operational CRM

The primary function is sales, service and support. Operational CRM is perfect for cutomer-facing function i.e it connects marketing, sales and customer service teams.

2. Analytical CRM

The primary function is data analysis. It collects and anlysis customer data and helps the management in taking better business decisions and forecast and long-term business goals.

3. Collaborative CRM

The primary function is employee management and documents management. It acts as a database of internal company information. It supports cross-functional processes and addresses internal company communications.

The operational sources of CRM in an organization are;

1. Marketing activities of a business

2. Customer interaction tracking

3. Performance tracking

4. Cross-team collaboration

5. Data analysis

6. Lead sorting

7. Automated Communication

FIVE Business usages of CRM

(SEE THE IMAGE)

Business Usages of CRM 1. Stare the leads getting Create marketing campaigns through various digztal 1. Add & store new leads ecommerce platforms. from marketing campaigns . The user/lead informator to lead generation there includes user data and I digital marketing e response behanzour. 1. Automate communication through emails, flyers, I messages etc. Marketing Commence CRM Field • Process of l Service Sales provding onsite Customel sunce at the Service customer location V I regarding company to when leads gets products & services l • Provides hassle-free ivia marketing, isaks teem engages 1. Collects the customel customer service na with them through data & passes to Ifeedbacks & regular iphone, email etc. the field support, communications. Create objection • Escalate user response handling pitches to respective deport-I by examing the Isales reports. ment. team. Scanned with CamScanner