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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 ›Everything that’s already in the world when you’re born is just normal.‹ Douglas Adams, Author of The Hitchhiker's Guide to the Galaxy