Excel at CRM

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Excel at CRM

• also called online advertising, internet advertising
• uses the Internet to deliver promotional messages to customers

Internet Marketing

• email marketing
• search engine marketing
• social media marketing
• display advertising including Google, Facebook ads
• mobile advertising

Online Traffic Building

• start from customer's point of interest
• Finding association with a virtual community as a pull strategy
• Offer-oriented; to bring offer to potential customers

Cybermediaries

• Internet initiatives, used by customers
• supply them with a limited/comprehensive added value
• Portals, Virtual communities, Comparison sites, Affiliate marketing programmes

Online Marketing Tools

• Banners and buttons are common means
• Social media sites such as Twitter, Pinterest, etc allows more avenues of engagement via advertising

Offline Traffic Building

• Traditional media continues to play a part in promotion of site visits

Other Offline Avenues

• newspapers
• television
• magazines
• billboards
• packaging
• flyers
• brochures

Direct Mail

• refers to delivery of an addressed message by post

Processing Direct Mails

• Marketing briefing
• Creative briefing
• Traffic
• Fulfillment process
• Evaluation

Stages of Reading

• Reading starts
• 100% headers, pictures
• 50-70% images, tables, diagrams
• 2-25% body text
• 1-3% places orde

Summary

• basics of call centre management
• contribution by the Internet and social media
• relevancy of direct mail
• value chain

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