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PRESENTED TO EFFORTS BY
Dr. PRACHI NAGAR PAYAL SINGH
WHAT IS CRM?
O System interface
Customer
centric Analysis and
Personalization
segmentation
information engine
engine
store
Broadcast Transaction
engine engine
Customer centric information
store
To consolidate information about millions of customers together
with preferences, permissions, and information that may be useful
to them. Developing a Customer-centric Information Store requires
large-scale integration of disparate data from multiple sources.
Three factors are critical to its success: scalability, flexibility and
high performance.
The analysis and segmentation
engine
To facilitate the interactions between customer and the company, either exchanging
information or driving transactions. The Transaction Engine manages the flow of
information and services through each customer device and provides appropriate
value-added features and functionality. This is achieved by integrating closely with
the Broadcasting and Personalization Engines. The Transaction Engine facilitates
the value exchange and provides a single interface to any set of information
sources. The Transaction Engine also acts as a third-party purchase facilitator for
the consumer.
E-CRM and KFC
E-CRM and KFC
KFC signed a deal with The Cloud to roll out free Wi-Fi to
all its customers across 548 of its stores in the UK
hoping to entice more patrons with the promise of free
internet. A branded landing page requires users to sign
up, and this information is stored to contact users
regarding special deals and promotions.
E-CRM System
KFC Colonel’s Club: