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.
Wellingborough (/ˈwɛlɪŋbərə/ WEL-ing-bər-ə) is a large market town in the Wellingborough district of Northamptonshire, England, 11 miles (18 km) from Northampton on the north side of the River Nene.
Originally named "Wendelingburgh" (the stronghold of Wændel's people), the Anglo-Saxon settlement is mentioned in the Domesday Book as "Wendelburie". The town was granted a royal market charter in 1201 by King John.
At the 2011 census, the town had a population of 49,128. The Borough Council of Wellingborough has its offices in the town centre. The town is twinned with Niort in France, and with Wittlich in Germany.
The town is predicted to grow by 30 per cent under the Milton Keynes South Midlands (MKSM) study, and the government has identified Wellingborough as one of several towns in Northamptonshire where growth in jobs and housing will be directed. The area will see an addition of around 10,000 homes by 2031, mainly to the east of the town. Wellingborough, along with Corby and Kettering together comprise the core of the North Northamptonshire growth area, coordinated by the North Northamptonshire Joint Planning and Delivery. The town also has a growing commuter population as it is on the Midland Main Line railway, operated by East Midlands Railway, with trains to London St Pancras International taking under an hour, and an interchange with Eurostar services.