Marketing Plan : Plan for a CRM System Resources : Project Scope, VegemiteWebsit

Question

Marketing Plan : Plan for a CRM System

Resources: Project Scope, VegemiteWebsite ( Go to the Website : http://www.vegemite.com.au)

Complete the Marketing Plan: Plan for a CRM System Worksheet.

Worksheet Format given below :

Write at least three objectives for your CRM system, with the goal of driving high customer satisfaction and loyalty among profitable customers, and including objectives related to the following:

·         Customer acquisition

·         Customer retention

·         Customer profitability

<Compose your answer here>

Write a brief description of the CRM process cycle you would recommend for this project, including the all relevant touch-points for each element of the cycle:

·         Knowledge discovery

·         Marketing planning

·         Customer interaction

·         Analysis and refinement

<Compose your answer here>

Identify two key guidelines on how you would ethically handle customer data as part of the CRM process.

1.

2.

Develop a specific approach to avoid each method of CRM failure in your firm.

·         Flavor of the month club

·         No allowances for organizational change

·         Low level of employee buy-in

·         Business unit silos

·         Poor training

<Compose your answer here>

Explanation / Answer

Customer relationship management (CRM) is the process by which client relationships, customer loyalty and brand value are build through marketing strategies and activities.
Ojective of CRM :- Objective of the CRM system are
- Improve customer visibility
- Customer on-boarding process should be automatic and simple
- Customer project and its status should be clear
- Automatic payment method and billing method
- Commimocation and stakholder management should be standard and transparent
- Customer issue and complaint tracking process should be clear and proper SLA should be tracked

Process that should be used in CRM are
- Knowledge discovery :- In this all the details related to product and specification will be available, so that client can plan accodingly
- Marketing planning :- All the marketing strategy is be saved here

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