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CRM & SOCIAL CRM
Mehmet Çelikol
CRM NEDİR ? - TEMELLERİ
ACQUIRE
GROWTH
GROWTH
MÜŞTERİ HAYAT EĞRİSİ
MÜŞTERİYE DOKUNMA NOKTALARI
Pazarlama
SatIS
Destek
Müsteri Hizmetleri
Call Center
İLETİŞİM ?
HER GEÇEN GÜN DAHA ÖNEMLİ – YENİ JENERASYON
SOMUTLAŞTIRALIM : Operasyonel CRM
CRM => CEM - MÜŞTERİ DENEYİMİ YÖNETİMİ
DİJİTAL BU NOKTADA NELER SAĞLAR
Digitalization
• Consumer Listening (Müşteri Dinleme)
• Consumer Behaviour Analysis (Tüketici Davranışı)
WHY SOCIAL MEDIA ?
EVOLVED COMMUNICATION
Clear Segmentation + Customized Product & Programs + Customer Experience
Connect customers through customers
83% of consumers trust the recommendations of their friends
>50% trust online recommendations from complete strangers
Just
14% of consumers trust advertising
Forrester Research
SATINALMA KARARI
Now we know
the reason !
1-)
Social Media
Monitoring
SOCIAL MEDIA MONITORING
Steprep
SOCIAL MEDIA MONITORING
http://www.tripwiremagazine.com
2-) Others
Müşteriyi Dahil Etmek
Müşteriyi Dahil Etmek
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