There have been many topics/articles/blogs on the usage of this new media for marketing and communication and as these new media is evolving so are the rules and tricks being redefined. Few things to take into consideration that not all companies or industries can benefit or maximise usage for their needs. Each Industries and companies have to identify the problems or process that this new media can solve or enhance and make it more easy to follow. Remember these are tools (social media / blogs / technology) and not the end to itself. A few points which need to be defined before starting out to use this new media.
1. Objective of using this media
2. How much cost will it incur and what are the benefits for using this media ( Cost/Benefit analysis)
3. Which Department to be the lead on this exercises or in some case is it one individual who will work on this part time or full time ?
4. Define Flow Chart process / Schedule with reference to its operations
5. Define System Or Method to track the effectiveness of this exercises
6. What are the Roadblock in terms of Operations & Management for this exercises?
These are some questions that needed clarity before moving in to create a plan using the new media. Most important and difficult is defining the objective and coming up the cost and benefit of this exercises.
Sunday, March 15, 2009
Tuesday, September 30, 2008
TechnoMarketing
A new buzzword and a new breed of Marketing specialist are coming up in this already much publicized, much discussed and much wondered and puzzled world of New Age marketing.
Actually this word actually tells us that technology has also creeped up in the way the marketing is carried out. It is no wonder that technology is playing an important role considering the advent of internet. Internet is the main force responsible for the emergence of Technomarketeers. So what are Technomareketeers ?
Technomarketeers sits on computer with wierd hairdo ( this is my assumption), wearing ragged jean, loose t-shirt and move their fingers over keyboards so fast that sometimes we have to keep pace with what is being done on the computer. This was my bad attempt on homour , please don’t mind. Lets get back to the topic.
Technomarketeers generally speaking as i understand are the one who use technology like computer spread sheets, internet, mails, document software, websites, programming languages to improve and hasten the process of marketing. If you want to reach 3000 customers , these guys just prepare an HTML mail , use thier database of the client and if they are good they will ask you choose the segment of the database you would like to send and send it out in a jiffy. ( Right now pls ignore the concept of opt in database and spam, i am assuming that the person has a optin database.) Well this is what my boss feels whenever he wants the email shots to be sent out . Bosses are creature that i don’t need to explain , they are unexplainable!! ( here i go again abusing the bosses, well i don’t know y i keep on doing it, but i really love it , so mean of me)
Technomarketeer -These guys keep a track on who come on to the website and sometimes are responsible for creation of mailers in few minutes using the software and label print outs. These guys mostly work on database and keep a good clean database so that they utilize it to contact the customers. Actually they are advanced versions of Database marketeers just like cobol and basic were two programming langauges in Computer field , Database marketeers are the one who were expert in making using of database for marketing purpose be it reasearch or direct marketing.
Technomarketing encompasses both database and new technology. Database is the key ingredient for technomarketing but along with it comes the way the database can be utilized, Newsletter Software, content management software, SMS broadcaster, mailer program, Media Software , you name it and there will be a technology to enhance all your function of creation, communication & analysis of your marketing material as well as performance of the the campaign.
More on exploits of Technomarketing in my next post.
Actually this word actually tells us that technology has also creeped up in the way the marketing is carried out. It is no wonder that technology is playing an important role considering the advent of internet. Internet is the main force responsible for the emergence of Technomarketeers. So what are Technomareketeers ?
Technomarketeers sits on computer with wierd hairdo ( this is my assumption), wearing ragged jean, loose t-shirt and move their fingers over keyboards so fast that sometimes we have to keep pace with what is being done on the computer. This was my bad attempt on homour , please don’t mind. Lets get back to the topic.
Technomarketeers generally speaking as i understand are the one who use technology like computer spread sheets, internet, mails, document software, websites, programming languages to improve and hasten the process of marketing. If you want to reach 3000 customers , these guys just prepare an HTML mail , use thier database of the client and if they are good they will ask you choose the segment of the database you would like to send and send it out in a jiffy. ( Right now pls ignore the concept of opt in database and spam, i am assuming that the person has a optin database.) Well this is what my boss feels whenever he wants the email shots to be sent out . Bosses are creature that i don’t need to explain , they are unexplainable!! ( here i go again abusing the bosses, well i don’t know y i keep on doing it, but i really love it , so mean of me)
Technomarketeer -These guys keep a track on who come on to the website and sometimes are responsible for creation of mailers in few minutes using the software and label print outs. These guys mostly work on database and keep a good clean database so that they utilize it to contact the customers. Actually they are advanced versions of Database marketeers just like cobol and basic were two programming langauges in Computer field , Database marketeers are the one who were expert in making using of database for marketing purpose be it reasearch or direct marketing.
Technomarketing encompasses both database and new technology. Database is the key ingredient for technomarketing but along with it comes the way the database can be utilized, Newsletter Software, content management software, SMS broadcaster, mailer program, Media Software , you name it and there will be a technology to enhance all your function of creation, communication & analysis of your marketing material as well as performance of the the campaign.
More on exploits of Technomarketing in my next post.
Tuesday, November 06, 2007
Monday, February 26, 2007
Enjoy a joke
A woman in a hot air balloon realized she was lost.
She reduced altitude and spotted a man below. She descended a bit more and shouted, "Excuse me, can you help me? I promised a friend I would meet him an hour ago but I don't know where I am."
The man below replied, "You're in a hot air balloon hovering approximately 30 feet above the ground. You're between 40 and 41 degrees north latitude and between 59 and 60 degrees west longitude."
"You must be an engineer," said the balloonist.
"I am", replied the man. "How did you know?"
"Well, answered the balloonist, "everything you told me is technically correct, but I've no idea what to make of your information, and the fact is I'm still lost. Frankly, you've not been much help at all. If anything you've delayed my trip even more."
The man below responded, "You must be in management."
"I am," replied the balloonist, "but how did you know?"
"Well," said the man, "You don't know where you are or where you're going. You have risen to where you are due to a large quantity of hot air. You made a promise which you've no idea how to keep, and you expect people beneath you to solve your problems."
She reduced altitude and spotted a man below. She descended a bit more and shouted, "Excuse me, can you help me? I promised a friend I would meet him an hour ago but I don't know where I am."
The man below replied, "You're in a hot air balloon hovering approximately 30 feet above the ground. You're between 40 and 41 degrees north latitude and between 59 and 60 degrees west longitude."
"You must be an engineer," said the balloonist.
"I am", replied the man. "How did you know?"
"Well, answered the balloonist, "everything you told me is technically correct, but I've no idea what to make of your information, and the fact is I'm still lost. Frankly, you've not been much help at all. If anything you've delayed my trip even more."
The man below responded, "You must be in management."
"I am," replied the balloonist, "but how did you know?"
"Well," said the man, "You don't know where you are or where you're going. You have risen to where you are due to a large quantity of hot air. You made a promise which you've no idea how to keep, and you expect people beneath you to solve your problems."
Monday, January 08, 2007
CUSTOMER CARE IN 2020
Operator : "Thank you for calling Pizza Hut . May I have your..."
Customer: "Heloo, can I order.."
Operator : "Can I have your multi purpose card number first, Sir?"
Customer: "It's eh..., hold........ ..on..... .889861356102049 998-45-54610"
Operator : "OK... you're... Mr Singh and you're calling from 17 Jalan
Kayu.
Your home number is 4094! 2366, your office 76452302 and your mobile is
0142662566. Which number are you calling from now Sir?"
Customer: "Home! How did you get all my phone numbers?
Operator : "We are connected to the system Sir"
Customer: "May I order your Seafood Pizza..."
Operator : "That's not a good idea Sir"
Customer: "How come?"
Operator : "According to your medical records, you have high blood
pressure and even higher cholesterol level Sir"
Customer: "What?... What do you recommend then?"
Operator : "Try our Low Fat Hokkien Mee Pizza. You'll like it"
Customer: "How do you know for sure?"
Operator : "You borrowed a book entitled "Popular Hokkien Dishes"
from the National Library last week Sir"
Customer: "OK I give up... Give me three family size ones then, how
much will that cost?"
Operator : "That should be enough for your family of 10, Sir. The
total is $49.99"
Customer: "Can I pay by! credit card?"
Operator : "I'm afraid you have to pay us cash, Sir. Your credit card
is over the limit and you owe your bank $3,720.55 since October last year.
That's not including the late payment charges on your housing loan, Sir."
Customer: "I guess I have to run to the neighbourhood ATM and withdraw
some cash before your guy arrives"
Operator : "You can't Sir. Based on the records, you've reached your
daily limit on machine withdrawal today"
Customer: "Never mind just send the pizzas, I'll have the cash ready.
How long is it gonna take anyway?"
Operator : "About 45 minutes Sir, but if you can't wait you can always
come and collect it on your motorcycle.. ."
Customer: " What!"
Operator : "According to the details in system ,you own a
Scooter,...registra tion number 1123..."
Customer: " ????"
Operator : "Is there anything else Sir?"
Customer: "Nothing... by the way... aren't you giving me that 3 free
bottles of cola as advertised?"
Operator : "We normally would Sir, but based on your records you're
also diabetic.... ... "
Customer: #$$^%&$@$%^
Operator : "Better watch your language Sir. Remember on 15th July
1987 you were convicted of using abusive language on a policeman... ?"
Customer: [Faints]
Customer: "Heloo, can I order.."
Operator : "Can I have your multi purpose card number first, Sir?"
Customer: "It's eh..., hold........ ..on..... .889861356102049 998-45-54610"
Operator : "OK... you're... Mr Singh and you're calling from 17 Jalan
Kayu.
Your home number is 4094! 2366, your office 76452302 and your mobile is
0142662566. Which number are you calling from now Sir?"
Customer: "Home! How did you get all my phone numbers?
Operator : "We are connected to the system Sir"
Customer: "May I order your Seafood Pizza..."
Operator : "That's not a good idea Sir"
Customer: "How come?"
Operator : "According to your medical records, you have high blood
pressure and even higher cholesterol level Sir"
Customer: "What?... What do you recommend then?"
Operator : "Try our Low Fat Hokkien Mee Pizza. You'll like it"
Customer: "How do you know for sure?"
Operator : "You borrowed a book entitled "Popular Hokkien Dishes"
from the National Library last week Sir"
Customer: "OK I give up... Give me three family size ones then, how
much will that cost?"
Operator : "That should be enough for your family of 10, Sir. The
total is $49.99"
Customer: "Can I pay by! credit card?"
Operator : "I'm afraid you have to pay us cash, Sir. Your credit card
is over the limit and you owe your bank $3,720.55 since October last year.
That's not including the late payment charges on your housing loan, Sir."
Customer: "I guess I have to run to the neighbourhood ATM and withdraw
some cash before your guy arrives"
Operator : "You can't Sir. Based on the records, you've reached your
daily limit on machine withdrawal today"
Customer: "Never mind just send the pizzas, I'll have the cash ready.
How long is it gonna take anyway?"
Operator : "About 45 minutes Sir, but if you can't wait you can always
come and collect it on your motorcycle.. ."
Customer: " What!"
Operator : "According to the details in system ,you own a
Scooter,...registra tion number 1123..."
Customer: " ????"
Operator : "Is there anything else Sir?"
Customer: "Nothing... by the way... aren't you giving me that 3 free
bottles of cola as advertised?"
Operator : "We normally would Sir, but based on your records you're
also diabetic.... ... "
Customer: #$$^%&$@$%^
Operator : "Better watch your language Sir. Remember on 15th July
1987 you were convicted of using abusive language on a policeman... ?"
Customer: [Faints]
Sunday, January 07, 2007
CRM-Continued
Continuing on my last post on CRM, here are few other viewpoints
CRM is not a software package or any program that can lead to increase in customer loyalty. CRM is basics of all MIS. CRM is the frame of mind in which all the information regarding the customers are placed in the right manner. It may include collecting the right information. If you keep a hard copy of the files on each customer indexed and dated properly that becomes the customer history. Each files becomes the MASTER CUSTOMER. Put the main contact details on the top of the file, makes it easier to find the information without much work. Similarly using basic office package A CRM system can come into place, all it requires is proper naming and organisation.DISCIPLINE IS THE MOST IMPORTANT FACTOR FOR RUNNING THE PROPER CRM SYSTEM.
Using IT does help, but mostly the frame of mind for using CRM is more technically oriented then marketing /MIS/commen sense oriented . People don't think of what information is required, they are just overwhelmed with what is possible with the software and start producing all kind of data and information.
The best way to implement CRM is first getting the basics culture right of putting things in record and in proper places with right indexes and process and then integrate it with software option which results in automation.
BUT REPORTS & INTELLIGENCE FROM CRM SHOULD BE VERY OBJECTIVE & SHOULD BE FOCUSSED ON WHAT IS REALLY REQUIRED.
CRM is not a software package or any program that can lead to increase in customer loyalty. CRM is basics of all MIS. CRM is the frame of mind in which all the information regarding the customers are placed in the right manner. It may include collecting the right information. If you keep a hard copy of the files on each customer indexed and dated properly that becomes the customer history. Each files becomes the MASTER CUSTOMER. Put the main contact details on the top of the file, makes it easier to find the information without much work. Similarly using basic office package A CRM system can come into place, all it requires is proper naming and organisation.DISCIPLINE IS THE MOST IMPORTANT FACTOR FOR RUNNING THE PROPER CRM SYSTEM.
Using IT does help, but mostly the frame of mind for using CRM is more technically oriented then marketing /MIS/commen sense oriented . People don't think of what information is required, they are just overwhelmed with what is possible with the software and start producing all kind of data and information.
The best way to implement CRM is first getting the basics culture right of putting things in record and in proper places with right indexes and process and then integrate it with software option which results in automation.
BUT REPORTS & INTELLIGENCE FROM CRM SHOULD BE VERY OBJECTIVE & SHOULD BE FOCUSSED ON WHAT IS REALLY REQUIRED.
Monday, October 02, 2006
CRM- Customer Relationship Management or Contact Relationship Management
What is CRM?
is it Contact relationship management or is it customer realtionship management. are they one or the same?? if its different , how is it different?.
Well i just came across this terminologies long time back but was resurfaced in the memory while going through various sites of the CRM application and software. As per my understanding contact relationship management would constitute relationship managments with all contacts, they might be customers, or vendors or suppliers or associates etc well depending on how how you define your contacts while customer relationship managment is more focussed on customers and more relevant to salespersons.
There seem to be lot of english out there which says the same thing but is conveyed differently. There has been a lot of buzz about CRM few years back but it seems that the buzz has been quite similar to the dot com bubble. Trying to decipher the reasons and the reality about the buzz. We come know what we read and we come across on the internet and media. Has CRM really not delivered what it promised or has it. I don't know but the reason i am writing all this is because i am trying to understand ..is it marketing that is creating all this buzz or ..is it the optimism of the technocrats that really builds up such hype? whatever the reason .. i will be putting up some basics thoughts of CRM practices that might have existed before the word and software came up.
Actually what i am really thinking is that do SMB segment really need such softwares or would they do without them. well i am trying to explore both the possibilities of having a CRM software and the situation without the CRM software.
Welcome any thoughts and data that can be added on to this discussion.
is it Contact relationship management or is it customer realtionship management. are they one or the same?? if its different , how is it different?.
Well i just came across this terminologies long time back but was resurfaced in the memory while going through various sites of the CRM application and software. As per my understanding contact relationship management would constitute relationship managments with all contacts, they might be customers, or vendors or suppliers or associates etc well depending on how how you define your contacts while customer relationship managment is more focussed on customers and more relevant to salespersons.
There seem to be lot of english out there which says the same thing but is conveyed differently. There has been a lot of buzz about CRM few years back but it seems that the buzz has been quite similar to the dot com bubble. Trying to decipher the reasons and the reality about the buzz. We come know what we read and we come across on the internet and media. Has CRM really not delivered what it promised or has it. I don't know but the reason i am writing all this is because i am trying to understand ..is it marketing that is creating all this buzz or ..is it the optimism of the technocrats that really builds up such hype? whatever the reason .. i will be putting up some basics thoughts of CRM practices that might have existed before the word and software came up.
Actually what i am really thinking is that do SMB segment really need such softwares or would they do without them. well i am trying to explore both the possibilities of having a CRM software and the situation without the CRM software.
Welcome any thoughts and data that can be added on to this discussion.
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