Customer Relationship Management (CRM)
Strategic CRM concentrates upon the development of a customer-centric business culture.
The focus of a business on being customer-centric (in design and implementation of their CRM strategy) will translate into an improved CLV.
The primary goal of CRM systems is integration and automation of sales, marketing, and customer support. Therefore, these systems typically have a dashboard that gives an overall view of the three functions on a single customer view, a single page for each customer that a company may have. The dashboard may provide client information, past sales, previous marketing efforts, and more, summarizing all of the relationships between the customer and the firm. Operational CRM is made up of 3 main components: sales force automation, marketing automation, and service automation.
Sales force automation works with all stages in the sales cycle, from initially entering contact information to converting a prospective client into an actual client. It implements sales promotion analysis, automates the tracking of a client's account history for repeated sales or future sales and coordinates sales, marketing, call centers, and retail outlets. It prevents duplicate efforts between a salesperson and a customer and also automatically tracks all contacts and follow-ups between both parties.
Marketing automation focuses on easing the overall marketing process to make it more effective and efficient. CRM tools with marketing automation capabilities can automate repeated tasks, for example, sending out automated marketing emails at certain times to customers, or posting marketing information on social media. The goal with marketing automation is to turn a sales lead into a full customer. CRM systems today also work on customer engagement through social media.
Service automation is the part of the CRM system that focuses on direct customer service technology. Through service automation, customers are supported through multiple channels such as phone, email, knowledge bases, ticketing portals, FAQs, and more.
The role of analytical CRM systems is to analyze customer data collected through multiple sources and present it so that business managers can make more informed decisions. Analytical CRM systems use techniques such as data mining, correlation, and pattern recognition to analyze the customer data. These analytics help improve customer service by finding small problems which can be solved, perhaps by marketing to different parts of a consumer audience differently. For example, through the analysis of a customer base's buying behavior, a company might see that this customer base has not been buying a lot of products recently. After scanning through this data, the company might think to market to this subset of consumers differently, to best communicate how this company's products might benefit this group specifically.
The third primary aim of CRM systems is to incorporate external stakeholders such as suppliers, vendors, and distributors, and share customer information across groups/departments and organizations. For example, feedback can be collected from technical support calls, which could help provide direction for marketing products and services to that particular customer in the future.
Customer data platform
Main article: Customer data platform
A customer data platform (CDP) is a computer system used by marketing departments that assembles data about individual people from various sources into one database, with which other software systems can interact. As of February 2017 there were about twenty companies selling such systems and revenue for them was around US$300 million.
Dorchester (/ˈdɔːrtʃɛstər/ DOR-ches-tər) is the county town of Dorset, England. It is situated between Poole and Bridport on the A35 trunk route. A historic market town, Dorchester is on the banks of the River Frome to the south of the Dorset Downs and north of the South Dorset Ridgeway that separates the area from Weymouth, 7 miles (11 km) to the south. The civil parish includes the small town of Poundbury and the suburb of Fordington.
The area around the town was first settled in prehistoric times. The Romans established a garrison there after defeating the Durotriges tribe, calling the settlement that grew up nearby Durnovaria; they built an aqueduct to supply water and an amphitheatre on an ancient British earthwork. After the departure of the Romans, the town diminished in significance, but during the medieval period became an important commercial and political centre. It was the site of the "Bloody Assizes" presided over by Judge Jeffreys after the Monmouth Rebellion, and later the trial of the Tolpuddle Martyrs.
In the 2011 census, the population of Dorchester was 19,060, with further people coming from surrounding areas to work in the town which has six industrial estates. The Brewery Square redevelopment project is taking place in phases, with other development projects planned. The town has a land-based college, Kingston Maurward College, The Thomas Hardye School, three middle schools and thirteen first schools. The Dorset County Hospital offers an accident and emergency service, and the town is served by two railway stations. Through vehicular traffic is routed round the town by means of a bypass. The town has a football club and a rugby union club, several museums and the biannual Dorchester Festival. It is twinned with three towns in Europe. As well as having many listed buildings, a number of notable people have been associated with the town. It was for many years the home and inspiration of the author Thomas Hardy, whose novel The Mayor of Casterbridge uses a fictionalised version of Dorchester as its setting.