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| crm in digital marketing: Digital CRM Marco Bardicchia, 2022-12-22 4th edition - Jan 2023 Effective customer relationship management (CRM) is crucial for businesses, particularly in the digital era. By tracking customer data and analyzing their behavior, businesses can tailor their marketing and sales efforts to better meet the needs of their customers. In Digital CRM: Strategies and Emerging Trends. Building Customer Relationship in the Digital Era, Marco Bardicchia explores how to effectively manage interactions with customers and potential customers from initial contact to post-purchase follow-up. This book is a valuable resource for anyone looking to improve their customer relationships and increase the chances of success for their business. Key topics: Marketing CRM, Digital Marketing, Customer Relationship Management, CRM, Digital Trends. |
| crm in digital marketing: Strategic Customer Management Adrian Payne, Pennie Frow, 2013-03-28 Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field. |
| crm in digital marketing: Customer Relationship Management V. Kumar, Werner Reinartz, 2018-05-15 This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain. |
| crm in digital marketing: CRM Jeffrey Peel, 2002-07-03 In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm.·Defines the nature of new CRM niche solutions·Provides entirely new types of functionality that mesh seamlessly·Describes solutions focused solely on the needs of the customer |
| crm in digital marketing: Customer Relationship Management Strategies in the Digital Era Nas?r, Süphan, 2015-03-31 In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society. |
| crm in digital marketing: The Customer Marketing Method Adam Curry, Jay Curry, 2002-01-18 Today the hottest new area of marketing is Customer Relationship Management (CRM) -- the discipline of identifying, attracting, and retaining a company¹s most valuable customers. Drawing upon more than ten years of testing, tryout, and implementation in hundreds of companies, CRM expert Jay Curry, and his Internet-expert son, Adam Curry, have written a clear, step-by-step guide to profiting from this exploding movement, with strategies that are aimed at the small and medium-sized business owners who need them most. Jay Curry explains how CRM can help managers boost profits by implementing a customer-focused strategy. Using easy-to-understand graphics, he introduces the customer pyramid -- segmented as Top, Big, Medium, and Small -- to help the reader visualize, analyze, and improve customer profitability. Success comes to those who follow this three-step Customer Marketing Strategy: (1) get new customers into your pyramid; (2) move customers higher into your pyramid; (3) keep the customers in the pyramid. Combining practical how-to directives with vital CRM reference information, the book includes a case study, InterTech, that allows readers to see customer-focused strategy in action. The final third of this practical, easy-to-read book is devoted to the Internet. Here Adam Curry introduces the Permission Pyramid and the e-Customer Marketing Pyramid to explain the nature of virtual customer relationships and how to use them to create, keep, and upgrade customers. This section includes mini-cases and tips to help managers use the Internet to complement current marketing and sales activities and ends with guidelines to test out the new paradigms of e-commerce. Throughout The Customer Marketing Method, the emphasis is always on practical steps to make it happen. It is essential and timely reading for owners of small and medium-sized businesses as well as managers of small business units within larger firms. |
| crm in digital marketing: Customer Relationship Management Michael Pearce, 2021-03-08 CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM’s strategic importance gained more traction as it was recognized that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community stepping up their interest in the subject in the early 2000’s. Today, it is a universal business topic which has been re-engineered by the online shopping revolution in which the customer is firmly placed at the center of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. The author addresses this head-on by stripping CRM down into its component parts by delving into and explaining the role and relevance of the C, R, and M in CRM. This is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to convert them into delivery. It is written in an easily digestible, non-jargon style, with case studies to demonstrate how CRM works. This book can be immediately used as the primary practical reference to guide the development and implementation of a CRM strategy. |
| crm in digital marketing: Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship Khosrow-Pour, D.B.A., Mehdi, 2018-11-09 As businesses aim to compete internationally, they must be apprised of new methods and technologies to improve their digital marketing strategy in order to remain ahead of their competition. Trends in entrepreneurship that drive consumer engagement and business initiatives, such as social media marketing, yields customer retention and positive feedback. Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship provides information on emerging trends in business innovation, entrepreneurship, and marketing strategies. While highlighting challenges such as successful social media interactions and consumer engagement, this book explores valuable information within various business environments and industries such as e-commerce, small and medium enterprises, hospitality and tourism management, and customer relationship management. This book is an ideal source for students, marketers, social media marketers, business managers, public relations professionals, promotional coordinators, economists, hospitality industry professionals, entrepreneurs, and researchers looking for relevant information on new methods in digital marketing and entrepreneurship. |
| crm in digital marketing: Loyalty.com Frederick Newell, 2002 Packed with case studies and real-world examples, loyalty.com reveals what the latest technology shifts mean to marketers in every field and outlines the fundamentals needed to build customer loyalty that will last. |
| crm in digital marketing: Customer Relationship Management Francis Buttle, 2009 This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims. |
| crm in digital marketing: Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 Ammari, Nedra Bahri, 2022-06-24 The advent of Web 2.0 has led to a rebalancing of power between the customer and the company through the consumer's voice about the brand and referral behavior via electronic word of mouth. Customer opinions within the virtual brand communities can have a vast impact on a company’s sales and image. It is crucial for companies to promote and use customer contributions in order to enhance their brand image, retain customers, and develop their marketing strategy. Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 provides relevant theoretical frameworks and the latest results of empirical research on the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks. Covering a range of topics such as disruptive marketing, artificial intelligence, and customer behavior, this reference work is ideal for marketers, IT practitioners, CRM specialists, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students. |
| crm in digital marketing: Diverse Methods in Customer Relationship Marketing and Management Lee, In, 2018-05-25 Consumer interaction and engagement are vital components to help marketers maintain a lasting relationship with their customers. By developing positive relationships with consumers, businesses can better maintain their customers’ loyalty. Diverse Methods in Customer Relationship Marketing and Management is a critical scholarly resource that examines how marketing has shifted to a relationship-oriented model. Due to this, there is an increased need for customer relationship marketing and management to emerge as an invaluable approach to strengthening companies and the customer experience. Featuring coverage on a wide range of topics such as relational marketing technology acceptance model, and consumer buying behavior, this book is a vital resource for marketing professionals, managers, retailers, advertising executives, academicians, and researchers seeking current research on the challenges and opportunities in customer relationship marketing and management. |
| crm in digital marketing: Internet Marketing, Start-to-finish Catherine Juon, Dunrie Allison Greiling, Catherine Buerkle, 2011 This book is designed to help companies view Internet marketing strategically, bring together marketing, sales and operations functions that were previously separate and siloed, and systematically capture and apply data to drive dramatic improvements in performance. Drawing on their extensive experience with enterprise clients, Catherine Juon and Dunrie Greiling show how to implement a more iterative, measurable, and repeatable approach to Internet marketing, gain better information about which online strategies are working best, deliver better-qualified leads to sales, build an online sales engine to track every customer relationship from the very outset - and, above all, grow profits. Rather than covering individual Internet marketing tools in isolation, they show how to integrate the full strategic toolkit: social media, pay-per-click, Google AdWords, SEO, site usability, Google Analytics, audience analysis, CRM, lead generation, site navigation optimization, and more. Readers learn how to use metrics and data analysis far more effectively to inform adjustments in both long-term strategy and short-term tactics. Along the way, the authors offer new solutions to challenges discussed in no other book - including the challenges of marketing, advertising, and pricing when Google flattens all channels and geographies into a single gigantic marketplace |
| crm in digital marketing: The The Art of CRM Max Fatouretchi, 2019-05-22 This CRM masterclass gives you a proven approach to modern customer relationship management Key FeaturesProven techniques to architect CRM systems that perform well, that are built on time and on budget, and that deliver value for many yearsCombines technical knowledge and business experience to provide a powerful guide to CRM implementationCovers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR complianceBook Description CRM systems have delivered huge value to organizations. This book shares proven and cutting-edge techniques to increase the power of CRM even further. In The Art of CRM, Max Fatouretchi shares his decades of experience building successful CRM systems that make a real difference to business performance. Through clear processes, actionable advice, and informative case studies, The Art of CRM teaches you to design successful CRM systems for your clients. Fatouretchi, founder of Academy4CRM institute, draws on his experience over 20 years and 200 CRM implementations worldwide. Bringing CRM bang up to date, The Art of CRM shows how to add AI and machine learning, ensure compliance with GDPR, and choose between on-premise, cloud, and hybrid hosting solutions. If you’re looking for an expert guide to real-world CRM implementations, this book is for you. What you will learnDeliver CRM systems that are on time, on budget, and bring lasting value to organizationsBuild CRM that excels at operations, analytics, and collaborationGather requirements effectively: identify key pain points, objectives, and functional requirementsDevelop customer insight through 360-degree client view and client profilingTurn customer requirements into a CRM design specArchitect your CRM platformBring machine learning and artificial intelligence into your CRM systemEnsure compliance with GDPR and other critical regulationsChoose between on-premise, cloud, and hybrid hosting solutionsWho this book is for CRM practitioners who want to update their work with new, proven techniques and approaches |
| crm in digital marketing: The Definitive Guide to Social CRM Barton J. Goldenberg, 2015 Social CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies that drive real value. In this book the field's leading expert offers a proven, four-step methodology for making Social CRM work in any organization: B2B, B2C, or B2B2C. Writing for both decision-makers and implementers, Barton Goldenberg shows how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today's leading social platforms. Goldenberg shows how to: Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond Integrate this information into expanded customer profiles Use these profiles to personalize your customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you've deployed it. You'll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM - and the fast-changing customer tomorrow's systems must serve. |
| crm in digital marketing: Contemporary Issues in Digital Marketing Outi Niininen, 2021-11-29 This book presents a comprehensive overview of the key topics, best practices, future opportunities and challenges in the Digital Marketing discourse. With contributions from world-renowned experts, the book covers: Big Data, Artificial Intelligence and Analytics in Digital Marketing Emerging technologies and how they can enhance User Experience How ‘digital’ is changing servicescapes Issues surrounding ethics and privacy Current and future issues surrounding Social Media Key considerations for the future of Digital Marketing Case studies and examples from real-life organisations Unique in its rigorous, research-driven and accessible approach to the subject of Digital Marketing, this text is valuable supplementary reading for advanced undergraduate and postgraduate students studying Digital and Social Media Marketing, Customer Experience Management, Digital Analytics and Digital Transformation. |
| crm in digital marketing: The Dark Side of CRM Bang Nguyen, Lyndon Simkin, Ana Isabel Canhoto, 2015-09-04 Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy. |
| crm in digital marketing: Social Customer Relationship Management Rainer Alt, Olaf Reinhold, 2019-08-29 Social media has received considerable attention, and many potential benefits, as well as concerns, are now being discussed. This book explores how social media can successfully support business processes in marketing, sales and service in the context of customer relationship management (CRM). It presents the fundamentals of Social CRM and shows how small and large companies alike have implemented it. In turn, the book presents analytic and operational software tools that offer features for enhancing and streamlining interactions with customers. The book concludes with an overview of essential design areas that businesses need to bear in mind when introducing social media into their CRM strategies. In this regard, it also points out key success factors, limitations, and data protection aspects. |
| crm in digital marketing: Digital CRM Danny Condecido, 2018 |
| crm in digital marketing: Understanding Digital Marketing Dishek J. Mankad, 2019-09-18 Basic guide to learn digital media platform DESCRIPTION The book discusses various digital media and analyses how the field of marketing can benefit from them. This book is divided into 15 chapters. The Chapters includes, marketing in the Digital Era, starts with an overview of e-marketing followed by the online marketing mix in the digital framework. It then discusses the role of the online consumer followed by CRM strategies that organizations can use with the help of the digital medium to retain and grow customer relationship. Business Drivers in the Virtual World, deals with the realm of social media followed by online branding, building traffic, Web business models, and e-commerce. Ê Online Tools for Marketing, deals with various Web tools for building consumer engagement, content management, campaign management, consumer segmentation, and building market influence. The Contemporary Digital Revolution deals with the world of online co-creation communities and offers in-depth discussion on Social Media marketing, Email Marketing, Online advertising. Apart from that it also includes how to generate the lead for you business, how to perform the mobile web marketing, how to affiliate marketing. What is Ad Sense and how it is worked how to get approved form ad sense. Introductory part of The Web Analytical Tools. As a Manager any one must aware with the creation of the strategy. So, for that I also add the how to create the digital marketing strategy. Finally, The Freelancer work, how to earn money with digital marketing by doing work as a freelancer.Ê Numerous examples, exhibits, and illustrations have been included to help students assimilate the concepts better. KEY FEATURES Learn the concept of marketing in the Digital Era Understand the role of the online consumer followed by CRM strategies which organizations can use with the help of the digital medium Know the Online Tools for Marketing, various Web tools for building consumer engagement Book explains steps to generate the lead for your business WHAT WILL YOU LEARN Basic concepts of Digital Marketing Website Planning & Creation, Search Engine Optimization(SEO) PPC Advertising With Google & Optimization Google Analytics WHO THIS BOOK IS FOR Digital Marketing is designed as a textbook for management students specialising in marketing. Table of Contents 1. Digital Marketing : An Overview 2. Website Planning & Creation 3. Search Engine Optimization(SEO) 4. PPC Advertising With Google & Optimization 5. Google Analytics 6. Social Media Marketing 7. E Ð Mail Marketing 8. Online Advertising 9. Lead Generation For Business 10. Mobile Web Marketing 11. Affiliate Marketing 12. Google Adsense & Blogging 13. Digital Marketing Ð The Web Analytics 14. Creating Digital Marketing Strategy 15. Marketing Money As Freelancer |
| crm in digital marketing: Customer Relationship Management Roger J. Baran, Robert J. Galka, 2016-12-08 This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management. |
| crm in digital marketing: Digital Marketing Fundamentals Marjolein Visser, Berend Sikkenga, Mike Berry, 2021-07-05 Digital Marketing Fundamentals is the first fully-fledged textbook on digital marketing that covers the entire marketing process. Both the scientific theory behind digital marketing as well as techniques and media are discussed. Digital Marketing Fundamentals is easy to read and contains many International examples and cases. The Dutch version of this book (Basisboek Online Marketing) has become a standard issue in The Netherlands. In this book, all relevant aspects of digital marketing are addressed: strategic aspects, market research, product development and realisation, branding, customer acquisition, customer loyalty and order processing. The book also discusses effective websites and apps, digital analytics and planning and organisation. The application of social media and mobile communication is seamlessly integrated into the topics. Digital Marketing Fundamentals is very suitable for commercial and management courses in Higher Education and also for professionals active in digital marketing. |
| crm in digital marketing: The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers Adam Metz, 2011-08-16 The social customer is your NEW customer. And if you don’t recognize it, they will be someone else’s new customer. Adam Metz presents a clear, concise game plan for attracting them, connecting with them, and keeping them. Don’t just buy this book: invest in the content. Actually, invest time to implement the content. —JEFFREY GITOMER, author of The Little Red Book of Selling and Social BOOM! This book connects two key dots in the customer equation: knowing why your customers uniquely do business with you and taking actions that cause them to repeat that choice more frequently. — RICH BLAKEMAN, sales vice president, Miller Heiman, from the Afterword I’ve seen the future of marketing and it delivers in less than 300 pages. Adam Metz’s The Social Customer makes a compelling case for revolutionizing your thinking about how you connect and build a relationship with your customer in a fashion that shrinks your marketing team and amplifi es the love the world feels for you and your product. Not easy stuff, and, done the wrong way, it’s dangerous. — CHIP CONLEY, founder of Joie de Vivre Hospitality and author of PEAK: How Great Companies Get Their Mojo from Maslow About the Book IF you look at the people who follow your company via social media simply as social media users, you’re missing a much bigger picture. They are, above all, your customers—and as such, they have a multitude of needs. But without the right social media strategy, they might not remain your customers for long. Adam Metz is prized by clients and online fans for his understanding of what makes both companies and their customers click—and how social media can get them in sync and drive revenue. In The Social Customer, he teaches you all you’ll need to know to transform your business—not just on the Web but across the board. Even if Facebook and Twitter were to disappear tomorrow, these are the fundamentals that will always apply—whatever the technology and whatever the social media. You’ll learn: How to transform your brand into a coveted Social Object Where your brand currently stands with your social customers—and how to mobilize your customers to get the word out The The Ten Commandments of Social Customer Relationship Management How to harness the power of collaboration How to delight your customers and win loyalty through individualized Treatment What terms like Social Marketing and Social Sales Insights really mean—and why they can be vital to business success Metz also includes anecdotes, case studies, and outside-the-box inspiration from branding innovators—ranging from upstart punk bands to absolute giants like Burger King and SAP—all designed to keep you thinking critically, creatively, and with the kind of flexibility that will keep your social customers engaged as your company grows. |
| crm in digital marketing: Digital and Social Media Marketing Nripendra P. Rana, Emma L. Slade, Ganesh P. Sahu, Hatice Kizgin, Nitish Singh, Bidit Dey, Anabel Gutierrez, Yogesh K. Dwivedi, 2019-11-11 This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing. |
| crm in digital marketing: Augmented Customer Strategy Gilles N'Goala, Virginie Pez-Perard, Isabelle Prim-Allaz, 2019-07-30 Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future. |
| crm in digital marketing: Cases on Immersive Virtual Reality Techniques Yang, Kenneth C.C., 2019-04-12 As virtual reality approaches mainstream consumer use, new research and innovations in the field have impacted how we view and can use this technology across a wide range of industries. Advancements in this technology have led to recent breakthroughs in sound, perception, and visual processing that take virtual reality to new dimensions. As such, research is needed to support the adoption of these new methods and applications. Cases on Immersive Virtual Reality Techniques is an essential reference source that discusses new applications of virtual reality and how they can be integrated with immersive techniques and computer resources. Featuring research on topics such as 3D modeling, cognitive load, and motion cueing, this book is ideally designed for educators, academicians, researchers, and students seeking coverage on the applications of collaborative virtual environments. |
| crm in digital marketing: Digital Impact Vipin Mayar, Geoff Ramsey, 2011-05-18 Win online by attracting the right customers and getting the right performance measurement Digital Impact answers the critical questions marketers have about connecting with and influencing consumers online. Written in an easy-to-read, approachable format, this helpful guide presents provocative content along with practical, commonsense methods that can be followed by any businessperson at companies of all sizes. The discussion hones in on two keys to success: building a performance measurement approach that will let you get maximum impact out of your online marketing and ad dollars, and creating magnetic content that attracts customers and keeps them engaged with your brand. Leverage trust and build ROI in social media and mobile spaces Get actionable data, best practices, cases studies, anecdotes, practical coaching tips and strategic insights Engage customers who typically resist advertising messages Learn from authors who have extensive experience across major industries and accounts, giving them a wide business appeal Whether your budget is corporate-sized or on a shoestring, you'll want to achieve the measurable bottom-line improvements that come with having Digital Impact. |
| crm in digital marketing: Crm At The Speed Of Light 4E GREENBERG, 2010-04 The fourth edition of this bestseller brings the work up-to-date with now-critical examinations of how Web 2.0 technologies and social media tools are being woven into CRM strategies. The book identifies the new business models now being used by the most successful companies and provides valuable guidance on how other companies can and should adopt these innovations. CRM expert Paul Greenberg examines the companies that are providing the best tools, provides his recommendations, and interviews industry leaders. The book's companion website (MyCRMCareer.com) will foster a user community. |
| crm in digital marketing: Digital Marketing Strategy Simon Kingsnorth, 2016-05-03 The modern marketer needs to learn how to employ strategic thinking alongside the use of digital media to deliver measurable and accountable business success. Digital Marketing Strategy covers the essential elements of achieving exactly this by guiding you through every step of creating your perfect digital marketing strategy. This book analyzes the essential techniques and platforms of digital marketing including social media, content marketing, SEO, user experience, personalization, display advertising and CRM, as well as the broader aspects of implementation including planning, integration with overall company aims and presenting to decision makers. Simon Kingsnorth brings digital marketing strategy to life through best practice case studies, illustrations, checklists and summaries, to give you insightful and practical guidance. Rather than presenting a restrictive 'one size fits all' model, this book gives you the tools to tailor-make your own strategy according to your unique business needs and demonstrates how an integrated and holistic approach to marketing leads to greater success. Digital Marketing Strategy is also supported by a wealth of online resources, including budget and strategy templates, lecture slides and a bonus chapter. |
| crm in digital marketing: Dynamic Customer Strategy John F. Tanner, Jr., 2013-12-31 Marketers, merchandisers, and sales executives alike are struggling with Big Data - the data streaming at increasing speeds from myriad channels and options for communicating with customers. The tools are likely to continue to multiply, paralyzing many executives with simply too many choices. Using data from a four-year study, this book provides a process for rigorous decision making, eliminating the paralysis and optimizing decision making for marketing performance. This book is intended for a broad audience including students and professors in graduate business schools, and practicing business executives. The goal is to inform marketing practice and help current and future business leaders navigate through the competitive storms unleashed by technological change. |
| crm in digital marketing: Connected CRM David S. Williams, 2014-02-19 Praise for Connected CRM “Many books explore the subject of CRM. In this book the ‘m’ is for Marketing and David’s seasoned perspective indeed makes it a capital ‘M.’ Taking core direct response marketing techniques and moving beyond the simple use of data and analytics, he explores how today’s marketers can leverage advances in technology to create successful customer-centric business strategies.” —Ted Ward, VP of Marketing, GEICO “A must-read for CMOs, and more importantly CEOs, to simplify all the buzzwords around ‘big data’ and dimensionalize the organizational change necessary to become truly customer centric.” —Theresa McLaughlin, Chief Marketing and Communications Officer, Citizens Financial Group “Big Data, Social, and Cloud have become overused buzzwords with ambiguous meaning, but David brings to bear his years of industry leadership and experiences to break down today’s trends and opportunities in a practical, actionable fashion. A must-read for anyone who prefers profit over PowerPoint.” —Manish Bhatt, SVP and Chief Digital Officer, MetLife “In a data-rich world, consumers demand that marketers turn data into highly relevant and personal experiences—‘Don’t talk with me as a member of a segment, talk with me about how you will meet my unique expectations and solve my unique problems.’ For those of us who grew up in the marketing world of mass and broadcast, this is a tall order. Connected CRM helps marketers unpack customer centricity for their organizations, providing real insight into the development of a framework for enterprise customer centricity; a framework that promises true sustainable advantage.” —Tom Lamb, CMO, Lowe’s “Never before has customer data been more available, more necessary to build sales and loyalty, and more confusing to act on. David shows exactly what needs to be done. It’s about time. And we should all thank him. A lot!” —Steve Cone, EVP of Integrated Value and Strategy, AARP “The marketers who truly learn to harness the power of customer analytics and big data will take the spoils in an increasingly digital age. Those who don’t will quickly find themselves on a growing heap of failed marketing plans.” —Paul Guyardo, Chief Revenue and Marketing Officer, DIRECTV |
| crm in digital marketing: Digital Marketing Analytics Chuck Hemann, Ken Burbary, 2013-04-10 Distill 100%–Usable Max-Profit Knowledge from Your Digital Data. Do It Now! Why hasn’t all that data delivered a whopping competitive advantage? Because you’ve barely begun to use it, that’s why! Good news: neither have your competitors. It’s hard! But digital marketing analytics is 100% doable, it offers colossal opportunities, and all of the data is accessible to you. Chuck Hemann and Ken Burbary will help you chop the problem down to size, solve every piece of the puzzle, and integrate a virtually frictionless system for moving from data to decision, action to results! Scope it out, pick your tools, learn to listen, get the metrics right, and then distill your digital data for maximum value for everything from R&D to CRM to social media marketing! • Prioritize—because you can’t measure, listen to, and analyze everything • Use analysis to craft experiences that profoundly reflect each customer’s needs, expectations, and behaviors • Measure real social media ROI: sales, leads, and customer satisfaction • Track the performance of all paid, earned, and owned social media channels • Leverage “listening data” way beyond PR and marketing: for strategic planning, product development, and HR • Start optimizing web and social content in real time • Implement advanced tools, processes, and algorithms for accurately measuring influence • Integrate paid and social data to drive more value from both • Make the most of surveys, focus groups, and offline research synergies • Focus new marketing and social media investments where they’ll deliver the most value Foreword by Scott Monty Global Head of Social Media, Ford Motor Company |
| crm in digital marketing: Impact of New Media in Tourism Maria Gorete Dinis, Luís Bonixe, Sonia Lamy, Zélia Breda, 2020-12 This edited book provides theoretical and practical contributions pertaining to tourism destination management, investigating technological developments and the influence of new media in tourism-- |
| crm in digital marketing: Digital Sense Travis Wright, Chris J. Snook, 2017-01-06 Compete in the digital world with pragmatic strategies for success Digital Sense provides a complete playbook for organizations seeking a more engaged customer experience strategy. By reorganizing sales and marketing to compete in today's digital-first, omni-channel environment, you gain newfound talent and knowledge from the resources already at hand. This book provides two pragmatic frameworks for implementing and customizing a new marketing operating system at any size organization, with step-by-step roadmaps for optimizing your customer experience to gain a competitive advantage. The Experience Marketing Framework and the Social Business Strategy Framework break down proven methods for exceeding the expectations customers form throughout the entirety of the buying journey. Customizable for any industry, sector, or scale, these frameworks can help your organization leap to the front of the line. The evolution of marketing and sales demands a revolution in business strategy, but realizing the irrelevance of traditional methods doesn't necessarily mean knowing what comes next. This book shows you how to compete in today's market, with real-world frameworks for implementation. Optimize competitive advantage and customer experience Map strategy back to business objectives Engage customers with a pragmatic, proven marketing system Reorganize sales and marketing to fill talent and knowledge gaps Today's customer is savvy, with more options than ever before. It's critical to meet them where they are, and engagement is the cornerstone of any cohesive, effective strategy. The technological revolution has opened many doors for marketing and sales, but the key is knowing what lies behind each one—what works for your competitor may not be right for you. Digital Sense cuts through the crosstalk and confusion to give you a solid strategy for success. |
| crm in digital marketing: DIGITAL MARKETING Mathur, Vibha, Arora, Saloni, 2020-10-01 In today's ever changing environment, digital marketing has become the fastest means to advertise a business and create a brand value online. It has proved to be the most effective method to increase the reach of the business and generate potential leads. Hence, the book is an attempt to explain the concept and digital marketing tools lucidly to help students gain in-depth knowledge of digital marketing and develop critical thinking towards the subject. Comprising 11 chapters, judiciously divided into five units, the book covers a full gamut of digital marketing from its introduction, opportunities and challenges, digital penetration in the Indian market, digital marketing mix, STP model, CRM in the digital world, role of Internet marketing, designing websites, traffic building, online advertising and direct marketing to the digital marketing tools to execute appropriate strategy. Besides, the text also explains popular types of interactive marketing concepts and the ethical and legal issues in India in relation to digital marketing. Primarily designed to cater to the needs of undergraduate students of commerce, as per the CBCS Scheme, the book will also be of immense value to the students of business administration. KEY FEATURES • Interesting facts to inspire students' curiosity. • Real-life case studies for easy grasping of the subject. • Chapter-end summary for quick recapitulation. • Review questions for practice. • Glossary to assist students to understand commonly used terms. • Multiple Choice Questions (MCQs) for self-assessment and evaluation. TARGET AUDIENCE • B.Com/B.Com (Hons) • BBA |
| crm in digital marketing: Marketing Strategy Robert W. Palmatier, Shrihari Sridhar, 2020-12-31 Marketing Strategy offers a unique and dynamic approach based on four underlying principles that underpin marketing today: All customers differ; All customers change; All competitors react; and All resources are limited. The structured framework of this acclaimed textbook allows marketers to develop effective and flexible strategies to deal with diverse marketing problems under varying circumstances. Uniquely integrating marketing analytics and data driven techniques with fundamental strategic pillars the book exemplifies a contemporary, evidence-based approach. This base toolkit will support students' decision-making processes and equip them for a world driven by big data. The second edition builds on the first's successful core foundation, with additional pedagogy and key updates. Research-based, action-oriented, and authored by world-leading experts, Marketing Strategy is the ideal resource for advanced undergraduate, MBA, and EMBA students of marketing, and executives looking to bring a more systematic approach to corporate marketing strategies. New to this Edition: - Revised and updated throughout to reflect new research and industry developments, including expanded coverage of digital marketing, influencer marketing and social media strategies - Enhanced pedagogy including new Worked Examples of Data Analytics Techniques and unsolved Analytics Driven Case Exercises, to offer students hands-on practice of data manipulation as well as classroom activities to stimulate peer-to-peer discussion - Expanded range of examples to cover over 250 diverse companies from 25 countries and most industry segments - Vibrant visual presentation with a new full colour design |
| crm in digital marketing: Contemporary Approaches of Digital Marketing and the Role of Machine Intelligence Munna, Afzal Sayed, Shaikh, Md Sadeque Imam, Kazi, Baha Uddin, 2023-08-01 Digital marketing emerged as a natural response by companies and vendors to leverage and benefit from the significant consumer concentration on digital channels. This proliferation of IT applications and the enormous presence of customers in digital channels generate a large number of products and customer data. Machine learning and artificial intelligence are game-changing techniques in digital marketing to analyze this data. This analysis helps marketers to personalize the sales tools toward individuals, optimize their operations, and minimize expenditure. Contemporary Approaches of Digital Marketing and the Role of Machine Intelligence demonstrates relevant theories of digital marketing along with tools, techniques, methods, and strategies. It also identifies the research gaps for effective digital marketing tools, techniques, and methods and builds a bridge between digital marketing strategies and business plans for organizations. Covering topics such as digital marketing, metaverse, and visitor experience, this premier reference source is an essential resource for business leaders and managers, marketers, IT managers, data analysts, social media analysts, students and educators of higher education, researchers, and academicians. |
| crm in digital marketing: Digital Marketing Dave Chaffey, Fiona Ellis-Chadwick, 2019-02-05 Now in its seventh edition, 'Digital Marketing' provides comprehensive, practical guidance on how companies can get the most out of digital media and technology to meet their marketing goals. |
| crm in digital marketing: The Rise of the Platform Marketer Craig Dempster, John Lee, 2015-04-09 Develop the skills and capabilities quickly becoming essential in the new marketing paradigm The Rise of the Platform Marketer helps you leverage the always-on consumer to deliver more personalized engagements across media, channels, and devices. By managing these interactions at scale throughout the customer lifecycle, you can optimize the value of your customers and segments through strategic use of Connected CRM (cCRM). This book shows you how to take advantage of the massive growth and proliferation of social and other digital media, with clear strategy for developing the new capabilities, tools, metrics, and processes essential in the age of platform marketing. Coverage includes identity management, audience management, consumer privacy and compliance, media and channel optimization, measurement and attribution, experience design, and integrated technology, plus a discussion on how the company as a whole must evolve to keep pace with marketing's increasingly rapid evolution and capabilities. The expansion of digital platforms has created addressability opportunity through search, video, display, and social media, offering today's foremost opportunity for competitive advantage. This book outlines the capabilities and perspective required to reap the rewards, helping you shift your strategy to align with the demands and expectations of the modern consumer. Develop the tools, metrics, and processes necessary to engage the modern consumer Gain a deep understanding of Connected Customer Relationship Management Leverage trends in technology and analytics to create targeted messages Adjust your company's structure and operations to align with new capabilities The new era of marketing requires thorough understanding of cCRM, along with the knowledge and innovative forethought to thrive in the ever-expanding digital audience platform environment. The Rise of the Platform Marketer gives you an edge, and helps you clear a path to full implementation. |
| crm in digital marketing: Digital Marketing Excellence Dave Chaffey, PR Smith, 2022-07-22 Now in its sixth edition, the hugely popular Digital Marketing Excellence is a practical guide to creating and executing integrated digital marketing plans, combining established approaches to marketing planning with the creative use of new digital models and digital tools. Written by two highly experienced digital marketing consultants, the book shows you how to: Draw up an outline integrated digital marketing plan Evaluate and apply digital marketing principles and models Integrate online and offline communications Implement customer-driven digital marketing as part of digital transformation Reduce costly trial and error Measure and enhance your digital marketing Learn best practices for reaching and engaging your audiences using the key digital marketing platforms. This new edition has been streamlined to seamlessly integrate the latest developments in digital analytics, ethics and privacy, Predictive Analytics, Machine Learning and Artificial Intelligence. Including new international case studies and up-to-date examples throughout, this book cuts through the jargon to show marketers how to leverage data and digital technologies to their advantage. Offering a highly structured and accessible guide to a critical and far-reaching subject, Digital Marketing Excellence, 6th edition, provides a vital reference point for all digital marketing students, and managers involved in digital marketing strategy and implementation. Online resources have been fully updated for the new edition and include a new set of PowerPoint slides and a full test bank of questions and exercises. |
How Digital Marketing Works with CRM: A Comprehensive …
Combining Customer Relationship Management (CRM) systems with digital marketing strategies has emerged as an essential method for businesses aiming to enhance customer engagement, …
Digital CRM 2.0 Building customer relationships in the digital …
However, CRM still seems to be treated as a technology-focused topic, ignoring the impact of other perspectives on success. We herewith provide guidance by sharing our point of view on …
Race: An effective CRM model for digital marketing
Customer Relation Management (CRM) has faced significant changes in consumer behavior and media usage, customer expectations, needs and requirements. The shift of power to …
Rogen Baran, Christopher Zerres & Michael Zerres
CRM can be defined as a process that maximizes customer value through on-going marketing activity founded on intimate customer knowledge established through collection, management …
Digital transformation in marketing strategies: The role of …
This paper aims to explore the role of data analytics and CRM tools in digital transformation within marketing strategies. It will provide an in-depth analysis of how these technologies contribute …
PRELIMINARY FINDINGS The Power of Sales and Marketing …
tightly integrated with the CRM system can help share a common 360° customer view to deliver coordinated customer journeys, personalized engagement, and attitudinal and behavioral …
On the Way to Digital CRM (dCRM): The Transformation of
In the move from the “traditional” handling of prospects and customers to the modern understanding of Digital CRM (dCRM), numerous professional and technical core trends are …
CRM’s Critical Role in Successful Digital Transformation
•Customer engagement: CRM contains the customer journey mapping tools and digital survey tools or integrates with third-party tools so you can engage better with your digital customers. …
Customer Relationship Management in the Digital Age
This helpful book enables readers to navigate the complexities of CRM implementa-tion and customer-centric approaches and tailor strategies for B2B and B2C markets. It is particularly …
RELATIONSHIP MARKETING THROUGH THE CUSTOMER …
The principles of relationship marketing, also called Customer Relationship Management (CRM), are to develop and maintain a lasting relationship with all stakeholders, improving the …
Role of E-CRM in effectiveness of Strategic Marketing …
Customising marketing techniques according to individual consumer preferences through "E-CRM" enables firms to increase customer satisfaction and extend the duration of their client …
Revolutionizing Customer Experience: How CRM Digital …
CRM digital transformation significantly enhances business operations and customer interactions. Here are the key benefits: Automation of routine tasks through CRM systems leads to …
Setting B2B digital marketing in artificial intelligence-based …
These CRMs in B2B digital marketing can apply AI to improve data processing and the identification of new patterns by analyzing user data in digital environments (Saura, Palos …
“CHALLENGES IN CUSTOMER RELATIONSHIP MANAGEMENT …
The objective of this paper is to understand the impact of CRM in digital marketing and how social media marketing helps in attracting and retaining loyal customers. Methodology
Social Media Marketing Strategies Based on CRM Value Chain …
The goal of this study is to look at how e-Marketing, e-CRM, and e-Marketing affect e-Loyalty and firm success. The research is quantitative and based on a questionnaire.
How digital CRM creates more value for your customers and …
• Operational CRM focuses on simplifying customer interaction by combining sales, marketing, and service processes. It provides client-relevant and product-relevant information from the …
The Complete Guide to CRM Data Strategy - Oracle
In the digital age, the Rolodex became digital with ACT! It could be backed up and saved to a small disk. In the software era, Siebel Systems emerged as the CRM industry leader. ...
CRM – Digital Transformation Driven or Digital ... - Infosys
social, mobility, analytics, and cloud, shaped CRM into a driver of customer engagement, intuitive sales pipelines, higher revenue, and more. With these spinoffs, CRM has emerged as one of …
Setting B2B digital marketing in artificial intelligence-based …
CRMs and their typologies and explore the main techniques and uses of AI-based CRMs in B2B digital marketing. In addition, a discussion, directions and propositions for future research are...
A Study on Strategies to Hold Customers by Airtel Telecom in …
Drawing upon theories of customer relationship management (CRM), digital marketing, and technology adoption, this study synthesizes existing literature to develop a comprehensive …
How Digital Marketing Works with CRM: A Comprehensive …
Combining Customer Relationship Management (CRM) systems with digital marketing strategies has emerged as an essential method for businesses aiming to enhance customer …
Digital CRM 2.0 Building customer relationships in the digital …
However, CRM still seems to be treated as a technology-focused topic, ignoring the impact of other perspectives on success. We herewith provide guidance by sharing our point of view on …
Race: An effective CRM model for digital marketing
Customer Relation Management (CRM) has faced significant changes in consumer behavior and media usage, customer expectations, needs and requirements. The shift of power to …
Rogen Baran, Christopher Zerres & Michael Zerres
CRM can be defined as a process that maximizes customer value through on-going marketing activity founded on intimate customer knowledge established through collection, management …
Digital transformation in marketing strategies: The role of …
This paper aims to explore the role of data analytics and CRM tools in digital transformation within marketing strategies. It will provide an in-depth analysis of how these technologies contribute …
PRELIMINARY FINDINGS The Power of Sales and Marketing …
tightly integrated with the CRM system can help share a common 360° customer view to deliver coordinated customer journeys, personalized engagement, and attitudinal and behavioral …
On the Way to Digital CRM (dCRM): The Transformation of
In the move from the “traditional” handling of prospects and customers to the modern understanding of Digital CRM (dCRM), numerous professional and technical core trends are …
CRM’s Critical Role in Successful Digital Transformation
•Customer engagement: CRM contains the customer journey mapping tools and digital survey tools or integrates with third-party tools so you can engage better with your digital customers. …
Customer Relationship Management in the Digital Age
This helpful book enables readers to navigate the complexities of CRM implementa-tion and customer-centric approaches and tailor strategies for B2B and B2C markets. It is particularly …
RELATIONSHIP MARKETING THROUGH THE CUSTOMER …
The principles of relationship marketing, also called Customer Relationship Management (CRM), are to develop and maintain a lasting relationship with all stakeholders, improving the …
Role of E-CRM in effectiveness of Strategic Marketing …
Customising marketing techniques according to individual consumer preferences through "E-CRM" enables firms to increase customer satisfaction and extend the duration of their client …
Revolutionizing Customer Experience: How CRM Digital …
CRM digital transformation significantly enhances business operations and customer interactions. Here are the key benefits: Automation of routine tasks through CRM systems leads to …
Setting B2B digital marketing in artificial intelligence-based …
These CRMs in B2B digital marketing can apply AI to improve data processing and the identification of new patterns by analyzing user data in digital environments (Saura, Palos …
“CHALLENGES IN CUSTOMER RELATIONSHIP MANAGEMENT …
The objective of this paper is to understand the impact of CRM in digital marketing and how social media marketing helps in attracting and retaining loyal customers. Methodology
Social Media Marketing Strategies Based on CRM Value …
The goal of this study is to look at how e-Marketing, e-CRM, and e-Marketing affect e-Loyalty and firm success. The research is quantitative and based on a questionnaire.
How digital CRM creates more value for your customers and …
• Operational CRM focuses on simplifying customer interaction by combining sales, marketing, and service processes. It provides client-relevant and product-relevant information from the …
The Complete Guide to CRM Data Strategy - Oracle
In the digital age, the Rolodex became digital with ACT! It could be backed up and saved to a small disk. In the software era, Siebel Systems emerged as the CRM industry leader. ...
CRM – Digital Transformation Driven or Digital ... - Infosys
social, mobility, analytics, and cloud, shaped CRM into a driver of customer engagement, intuitive sales pipelines, higher revenue, and more. With these spinoffs, CRM has emerged as one of …
Setting B2B digital marketing in artificial intelligence-based …
CRMs and their typologies and explore the main techniques and uses of AI-based CRMs in B2B digital marketing. In addition, a discussion, directions and propositions for future research are...
A Study on Strategies to Hold Customers by Airtel Telecom in …
Drawing upon theories of customer relationship management (CRM), digital marketing, and technology adoption, this study synthesizes existing literature to develop a comprehensive …
