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Multichannel CRM

Multichannel CRM. Editis - Education Pole. Targets. Customer Knowledge Consolidation Coherence of Online/Offline Marketing Processes Personalized and Differentiated Communication Customer Experience Enhancement. Web sites. ERP. MASTER DATA BASE (All Customers).

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Multichannel CRM

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  1. Multichannel CRM Editis - Education Pole

  2. Targets • Customer Knowledge Consolidation • Coherence of Online/Offline Marketing Processes • Personalized and Differentiated Communication • Customer Experience Enhancement

  3. Web sites ERP MASTER DATA BASE (All Customers) Web-services: Registration, Orders, Contact, privileged access Synchronisation: Email addresses, Individuals Qualification, e-mailings Means: Master Data Base & Web-Services Subjects / Levels Prescribed textbooks Customer Service Contacts Salesman visit Orders/Invoices Offline campaign Visit to the shop E-Mailing Emails campaigns emission e-mailing campaigns reporting Registrations Sub-websites registrations Emailing tracking Online orders Digital resources access Digital Specimens Web-service : Registration Additional Criteria

  4. Functionalities • Web sites personalized access according to Master Data Base’s data Example :Direct access to reserved online resources • E-mailing according to Master Data Base’s data Example :Emailing informing of incoming specimen shipping • Direct update of Master Data Base content from web sites « My Profile » page Example :New taught subject/level, new textbook prescription • Customer Self-Care Example: Pending order update or cancellation • Service emails Example : emails about pending orders information, availability

  5. Multichannel CRM Editis - Education Pole

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