Corporation’s Interface with it’s customers

BBA Hons Morning 7th

University of Education Okara Campus

Roll Numbers Names

14 Sumaira Akbar

15 Muhammad Tanveer

18 Anam Gill

University of Education, Okara Campus 2

Customer Relation Management(CRM)

• Customer relationship management:• Tools have existed for years. Businesses use them to manage

customer interactions across channels and departments, including marketing, sales, customer service, and technical support.

• One area where traditional CRM systems fall short is their inability to incorporate social network data about customers. This is important because consumers frequently ask product-related questions, and share with friends and followers their product purchase intent, as well as their personal experience using products.

• This is where social CRM tools play a key role. They enable merchants to stay connected to customers using social channels, which can lead to increased sales and more satisfied customers.

University of Education, Okara Campus 3

What Is Social CRM?• Social CRM is first a strategy that is often supported by various

tools and technologies. The strategy is based around customer engagement and interactions, with transactions being a byproduct.

• Social CRM is still about CRM (but evolved), meaning a back-end process and system for managing customer relationships and data in an efficient and process-centric way.

• Social CRM will mean different things to different organizations . The key is being able to understand the business challenge you’re looking to solve, and then solving it.

• Social CRM is one component of developing a social or collaborative business, both internally and externally.

University of Education, Okara Campus 4

Understanding of CRM/Social CRM

Understanding CRM:• CRM is comprised of sales,

marketing and service/support–based functions whose purpose was to move the customer through a pipeline with the goal of keeping the customer coming back to buy more and more stuff.

• Traditional CRM was very much based around data and information that brands could collect on their customers, all of which would go into a CRM system that then allowed the company to better target various customers .

Understanding Social CRM:• PR now has a very active role

in social CRM (in fact, PR typically owns budgetary control and authority of social initiatives ahead of every other department). In most organizations, PR departments manage the social presence of brands and handle the customer engagement .

University of Education, Okara Campus 6

5 Social CRM Tools for Small Business

• 1. Batchbook• See customer relationship histories by looking at Batchbook contact

details in HootSuite;• Save social posts and contact details to Batchbook from HootSuite;• Take note of the most engaged social contacts and mark them as

“Champions” in Batchbook.• Pricing starts at $20 per month. Batchbook offers a 30-day free trial.

Annual plans receive two months free

• 2. Nimble • (Nimble automatically pulls your contacts into one place so you can

engage them across any channel (LinkedIn, Twitter, Facebook, Google+, Skype, Phone, Email) in one easy to use interface.)

University of Education, Okara Campus 7

• 3. BlueCamroo• BlueCamroo is a multi-faceted application that combines CRM, social

CRM, project management, customer support, task management, email marketing, and back-office features such as time tracking, billing, online payments, and expenses management.

• 4. Insightly• Insightly offers built-in integration with LinkedIn and Twitter, so

merchants can display social data from inside the dashboard. Import contacts from LinkedIn connections. Add LinkedIn Profiles to existing contacts. The platform also integrates with Gmail, Google Apps, and Google Drive.

• Prices start at $20 per month. A free plan is also available.

• 5. GreenRope• GreenRope is an enterprise-level CRM that has four core features:

contact management, marketing, project management, and calendaring. Social media campaigns can be managed from a single interface.

• Pricing starts at $99 per month. A 30-day free trial is offered.

University of Education, Okara Campus 8

University of Education, Okara Campus 9

University of Education, Okara Campus 10

University of Education, Okara Campus 11

University of Education, Okara Campus 12

University of Education, Okara Campus 13

Features of CRM Software• Contact Information:• In this category, we rank each software package on its ability to store specific information for

each contact. In the fast-paced business world, you need to be able to access your customer’s information quickly. In addition to addresses and phone numbers, some CRM software choices will let you save maps, company websites, social media pages and relations to other contacts.

• Sales & Marketing:• The sales and marketing tools that CRM software provides are designed to help you maintain

current clients and gain new ones. Some of the tools that we rank the applications on are automated email campaigns, real-time alerts, campaign tracking, reports and office integration with Excel and Word. Through the sales and marketing tools you can find out which of your campaigns have a positive ROI and which ones aren’t performing.

• Ease of Use:• Rankings for each product’s ease of use come from the design of the application. While we

recognize that different designs appeal to a variety of users, we tried to rank the applications on our own experience as well as a body of user reviews. Clean, quick navigation and easy-to-locate icons were some of the top features we looked for when determining usability.

• Help & Support:• Rankings from the Help & Support section are based on the support that each CRM software

manufacturer provides for their products. We take into account the resources they provide for their users and the response time for their customer support team

University of Education, Okara Campus 14

CRM for E-commerce Success• CRM is not a new concept, but for most small and mid-sized businesses (the bulk of

online retailers), it has been cost prohibitive as well as overly complicated. Worse, the old rules in CRM need to be revised to account for, among other factors, an array of new online marketplaces that make it difficult to present a unified face and consistent customer experience across selling channels.

• In the simple words of business management guru Peter Drucker, “The purpose of business is to create and keep a customer.” This is easy to say but not so easy to execute. By following the preceding four steps—best-practices distilled from Infopia’s years of experience—online retailers can understand how to better serve the customer, and therefore, how to better succeed in this quickly evolving world of E-Commerce.

• Social CRM:• Social customer relationship management (CRM) is a phrase used to describe the

addition of a social element in traditional CRM processes. Social CRM builds upon CRM by leveraging a social element that enables a business to connect customer conversations and relationships from social networking sites in to the CRM process. Social CRM may also be called CRM 2.0 or abbreviated as SCRM (social customer relationship management). 

University of Education, Okara Campus 15

Tips for Achieving Social CRM Success

• Make sure you have a good platform for conducting social CRM.• Make sure you have the right resources.• Identify and engage your social influencers.• Reward loyal customers.• Use list and group features.• Talk with your customers, not at them.• Respond to customers in a timely manner.• Put a human face (or name) on your social media conversations.• Make sure your social media messaging is consistent with your

brand image.• Monitor what your customers are saying so you can quickly

respond.• Use social profile data to augment contact information.• Do not ignore basic CRM functions.

University of Education, Okara Campus 16

What is Front Office/Tips• The front office describes the area — literal or virtual — of a customer service or

hospitality business where customers interact with customer service representatives. In a hotel, for example, the front office is where clients make reservations, learn about local attractions, and request services and amenities. One of the most important tips for front office organization is to have the right staff for the size of an establishment. For instance, the manager of a small motel with only a few rooms might only need to have one employee on duty at a time. This individual can check customers in and out, provide information, and perform receptionist and filing duties.

• A front office manager is an essential component of most front office organizations. This is a professional who is in charge of creating schedules for front office workers and overseeing all front office operations. He or she might dictate procedures for handling customers and for filing information. A front office manager might also work with clients who are unhappy with services or high profile clients, such as celebrities and executives.

• One of the most important tips for front office organization is to have protocol for how all front office workers communicate with customers. In most cases, clients' first impressions of an establishment are determined in a front office. Most clients want to communicate with workers who are polite and welcoming and who are well organized.

University of Education, Okara Campus 17

Four Steps to Turning Online Transactions into

Relationships• 1. Customer Focus:• Customer needs are paramount in everything More important than

anything else; supreme. Customers want that everything will be available on time and he/she never be want to dissatisfied, even in the front office services.

• 2. Branding:• Know how you are different, your brand is not only a product but this

convey the message to you customers that what are you produce for them.• 3. Competence:• The ability to execute mean that ability of any organization to fulfill the

demanded order of any customer.• 4. Technology:• A platform for success. Technology can improve the competency of the

organization. Technology provide the better way to provide satisfaction for customers.

University of Education, Okara Campus 18

Customer Relations

• Background:• Customers are the lifeblood of every business, including both retail and business-to-business

customers.  Whether or not you think of customer satisfaction as a social responsibility issue, every business owner will think of it as a profitability issue!  Time and resources put into understanding the customer perspective is always a good investment.  Strong and effective customer relations can be the direct route to long term success.

• Customer Engagement:• Listening to, and engaging, your customers are the first steps to building good customer

relations.  As a starting point, many businesses measure their customers’ satisfaction to determine their expectations and assess their experience, including such factors as service, price, quality, value, product or service experience, and broader social responsibility matters in order to improve their customer relations, foster goodwill and inform continuous improvement of the customer experience. 

• Customer Trust:• Customer trust is a critical success factor for any business.  Research conducted by Edelman, a

global public relations firm, shows that “trust and transparency are as important to corporate reputation as the quality of products and services.   Building customer trust in your company and your products and services is the key route to building a successful business.  Much of this trust centers on interactions with employees.  Strong customer-employee relationships can build customer confidence. 

University of Education, Okara Campus 19

• Health and Safety of Products:• A key consumer issue is the quality and safety of products.  Customers need clear

instructions for safe product use, including assembly and maintenance.  To avoid customer harm and danger, anticipate potential risks of your product and services in the design stage and throughout the product life cycle, from R & D, to manufacturing, storage and distribution, use and disposal, reuse and recycling.  Whether or not legal safety regulations exist, products should be safe for their intended use and if misused in a way that can be foreseen.

• Vulnerable and Low Income Customers:• An important social responsibility factor for business is the affordability of their products

and services to low and fixed income customers.  Leading companies address this issue, some for strategic business purposes, considering low income consumers as “emerging markets”.  Others take a social justice approach to ensuring their products and services are affordable from a philosophy of “social inclusion”.

• Sustainable Product Design:• In the product innovation cycle, businesses have the opportunity to consider how to adapt or

design their products and services so that their use directly contributes to social sustainability.  Affordable and accessible products and services promote social inclusion; contributing donations to a community group for each item sold advances the charitable cause; and selling fair-traded goods supports third world producer incomes and family educations, as three examples of social benefits from product and service use. 

University of Education, Okara Campus 20

E-Commerce•

In the age of the global economy, customers want to buy your product or service when it is convenient for them. The need to have rich descriptions, images and details about your products online is driven by customer demand. That demand is only half the battle, the customer then wants to be able to instantly purchase that product and of course, get it right away, after all your competitor can offer that to them. Today’s e-Commerce solutions have graduated to a level far beyond a simple shopping cart. Customers want the ability to manage all aspects of the purchase and their relationship with you through this means. Perhaps most important to this phenomenon is the experience the customer receives after the order confirmation is complete. Order execution to the customer and if necessary back to you, must be simple, quick and seamless.

University of Education, Okara Campus 21

Customer Relationship Management

• CRM has come a long way in a few short years. Today, CRM is the central customer repository for all things “customer”. In our age of the distributed workforce, going to the backroom to pull the customer’s file from the cabinet is not practical. Further, as multiple people from departments all over your company have the need for direct interaction with the customer, this central customer record is critical. More complex then a rolodex or contact manager, CRM is enabling businesses of all sizes to be more efficient and predictably and thoughtfully service, sell and market to their customers.

University of Education, Okara Campus 22

Developing the e-commerce user interface

 Interface:

• The definition of interface is a surface that forms a common boundary between two things or a point of interaction between two components or systems.

University of Education, Okara Campus 23

Introduction/Background• Electronic commerce can be defined as a process where two or

more parties conduct business transactions via computer and some type of network. Many experts take the definition one step further by not limiting the definition solely to information interchange between two parties, but also including all the steps within a business cycle such as ads, invoices and customer support. It is in the context of this broader definition that the information for this paper is based upon. Although all the hype seems to have started just recently, e-commerce, in the context of information interchange, has been around since the 1970s within large corporations privately networked to share information with business partners, this was labeled (EDI) Electronic Data Interchange.

University of Education, Okara Campus 24

Steps to design the interface• Building Blocks:• Building blocks can be described as those elements that are essential in

creating e-commerce web sites. Realistically the actual creation, implementation, and ongoing maintenance of an e-commerce site can get quite complicated. Breaking the process into essential elements make the process much more feasible, each element can be seen as part of the bigger picture more transparently.

• E-commerce Implications XML:• Web users today are very impatient and require immediate recognition and

ease of use to spend time viewing a web site. Slow download time, the need to download plug-ins and new interaction techniques do not attract the users on the other hand usually turn them away. This makes the launching of successful web sites the more difficult. Users need to grasp the how to use of a site almost instantly after reaching the information, with such a vast variety of e-commerce sites the leaving of an unsatisfied customer usually means they.

University of Education, Okara Campus 25

• Advances in digital libraries e-catalogs:• XML technology does not only improve the interface design aspect

of a web site but also includes enhancements for searching and storing data to make the world of e-commerce a huge interconnected world of products and services which are easily accessed by any user.

• Customer decision process:• Identifying how customers make decisions helps in the design of the

interface since it allows the designer to best visualize how the information is expected to be found on the screen. E-commerce is not simply concerned with technology but also encompasses results from consumer behavior.

• Customer Satisfaction:• Designers must keep in mind that no web site is ever seen in

isolation, users come to your site expecting things to work the same way they are used to. Shopping takes a whole new meaning on the Web, the marketing approach has to be restructured, the face to face contact is lost but the experience must be retained.

University of Education, Okara Campus 26

• Usability (main focus or merely a barrier to entry):• This concept once again falls back upon the impatience of users. One

of the main requirements for new sites is that the concept must be learned in very few minutes. The idea must be visible the minute the site is fully loaded or the site runs the risk of loosing the customer.

• Globalization of business through the Internet:• Globalization of e-business makes the spectrum the much harder. A

business cannot expect to communicate throughout the world with a single user interface, or simply a translated one. The concept of taking the business across the world is not as simple as translating the text into the corresponding language.

• Standardization of interfaces:• The standardization of interfaces is not at all easy because when

designing for the web the main issues are information architecture and task flow, according to Jakob Nielsen in "User-Supportive Internet Architecture" these are two tasks that cannot be standardized.

University of Education, Okara Campus 27

Best Top 10 2013 CRM Software Comparisons & Reviews

University of Education, Okara Campus 28

Side by side comparison

University of Education, Okara Campus 29

Pricing Information

University of Education, Okara Campus 30

Features

University of Education, Okara Campus 31

Contact information

University of Education, Okara Campus 32

Sales and marketing tools

University of Education, Okara Campus 33

Help and Support

University of Education, Okara Campus 34

Conclusion

• Social CRM tools such as above all enable merchants to integrate social data from customers and prospects into a contact database. This provides a more holistic picture of who their customers are, what they care about, and what they are saying about the company and products, all from within a single platform.

University of Education, Okara Campus 35

Summery• This presentation contain the material about the

front office, corporation’s interface, and social CRM tools.

• We provide the different comparisons of top 10 2013 CRM tools. E-Commerce and Customers relations tools also discussed.

• Best tips for the organizations that helpful for that convert their transaction business into customer relation. Also discussed the features and successful steps for the organizations by using the CRM tools.

• Also provide the list of 5 small business CRM tools

University of Education, Okara Campus 36

References• http://www.google.com.pk/url?sa=t&rct=j&q=&esrc=s&frm=1&source=web&cd=2&cad=rja&ved=0CDQQFjAB&url=http%3A%2F%2Fncba.ie

%2Fstudent_and_teacher_resources_files%2FFront_Office_Operations.pdf&ei=5CBaUtLEGoqi0QWA6oCYCg&usg=AFQjCNHp26z-P-CvzPxqM-9UBcJOnHGB2g&sig2=jJ3k6YsGHZDdzVcrawc0BA&bvm=bv.53899372,d.d2k

• http://www.google.com.pk/url?sa=t&rct=j&q=&esrc=s&frm=1&source=web&cd=8&cad=rja&ved=0CGIQFjAH&url=http%3A%2F%2Flol.hotelschool.co.za%2Flol%2F_Documents%2F4%2FManaging%2520Front%2520Office%2520Subject%2520Guide%25202013.pdf&ei=5CBaUtLEGoqi0QWA6oCYCg&usg=AFQjCNFf-tYiWE5WEvrDJWyYtGRGvRUAhg&sig2=NK3upGGuImmih8AqAQmYNA&bvm=bv.53899372,d.d2k

• http://www.google.com.pk/url?sa=t&rct=j&q=&esrc=s&frm=1&source=web&cd=1&cad=rja&ved=0CCwQFjAA&url=http%3A%2F%2Fils.unc.edu%2F~march%2Fjasist_BLS_submit.pdf&ei=YyFaUrj8Boi10wXjm4CwCg&usg=AFQjCNFviwa5VQXLxzhWjrsD_4gT8oOUEA&sig2=yHC9dBqYZHAgvjjZz2yktg&bvm=bv.53899372,d.d2k

• www.dannovak.net/wp-content/uploads/2010/07/HRPS-People-and-Strategy-Special-Issue.pdf organizations interface with customers pdf

• www.lfpdc.lsu.edu/publications/working_papers/wp80.

• www.iso.org/iso/qmp_2012

• www.webopedia.com/TERM/S/social_crm

• http://www.cio.com/article/734094/17_Tips_for_Achieving_Social_CRM_Success

• http://www.socialmediaexaminer.com/what-is-social-crm/

• www.teletech.com/.../wp_social_crm_transforms_customer_experience

• frostftp.com/CC-FA/Creating_Value_from_Social_CRM