How to use Customer Relationship Management (CRM)

Note to Mentors

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Unit Purpose and Aims

The purpose of this unit is to;

Learners will explore CRM methods and tools and then examine how CRM is being changed by social media and becoming part of campaigns.

Learning Outcomes

Learners will;

1. Understand why CRM and eCRM are important to businesses

Learners can;

1.1 Describe what CRM is

1.2 Explain why CRM is important to business

1.3 Describe a range of standard techniques in CRM

 

Untitled from Tom Houser on Vimeo.

Jenni Corbett  http://www.youtube.com/watch?v=iZJxBgt98rE

ana

http://www.slideshare.net/anamcjmello/presentationcrm

 

1.4 Research and report on 3 professional different tools to aid CRM

Victoria Trow: http://www.youtube.com/watch?v=9fjoKS81hG4

Lewis – http://www.slideshare.net/lewisbeats/calum-best-and-crm

Matthew – http://www.slideshare.net/MatthewMarkham/crm-8157841

Hilmi - http://www.slideshare.net/hilmiramlan/crm-hilmi-8155736

Social Media Monitoring: your data with destiny

2. Understand how social media and social businesses are changing CRM

2.1 Identify examples of social brands using social media, location based media, mobile media. as CRM

Alex Lucas: http://www.slideshare.net/Alexander_Lucas/crm-presentation-8087286

Carolina: http://www.slideshare.net/ketapan/crm-8150818

Alex Moore: http://www.slideshare.net/alexjdmoore/alex-interview-with-calum-best-crm-assessment

2.2 Develop an outline CRM process for a given brand using social media, location based media, mobile media.

Oliver: http://olivertiersch.schoolcommunicationarts.com/files/2011/05/Screen-shot-2011-05-31-at-3.51.45-PM.png

http://youtu.be/92JhTIb174I

Thomas Evans http://www.slideshare.net/Rex_Cymru/calum-best-crm-strategy

Rory Tregaskis http://www.slideshare.net/Rotreg/crm-presentation-8173462

3. Understand the importance of data and how it used in CRM campaigns

3.1 Describe typical data forms produced by this campaign and how they are used to measure success

Jon:   http://www.slideshare.net/JonFarley74/crm-annd-helping-calum-best-pull

Nathan:  http://www.youtube.com/watch?v=AVau7wSdfc4

3.2 Explain how data can be used to continually optimise CRM campaigns.

Corryn: http://www.youtube.com/watch?v=fNUQKTbEuSM

4. Produce a “workplace standard” presentation of a proposed CRM campaign

4.1 Present the outline CRM process in PowerPoint or Keynote format (or equivalent). The presentation should be visually of a professional standard and should be presented as a readable and assessable document.

Learning Tools, Resources & Links

Things that will help the learner develop understanding of this unit;

Mentors please add your ideas, examples, case studies, links to articles, videos, etc. here.

Customer relationship management (CRM) are methods that companies use to interact with customers. The methods include employee training and special purpose CRM software and can be built into the online experience.

Initiatives often fail because implementation was limited to software installation, without providing the context, support and understanding for employees to learn. Tools for customer relationship management should be implemented only after a well-devised strategy and operational plan are put in place.

Social Media Monitoring: your data with destiny

By Alan Moore