Course: CRM System & Application
Faculty: Majid Kaleem
Submitted by: Dania Atif (20201-28102)
ASSIGNMENT 1
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Current CRM Practices and Technologies Employed by TechTrendz
TechTrendz currently employs basic customer relationship management practices and
technologies. They collect limited customer data during the purchase process and use
multiple disconnected systems to manage customer interactions. Their marketing efforts
are generic and do not leverage customer data for personalization. As a result,
TechTrendz faces challenges in managing customer relationships effectively, leading to
low engagement rates, customer churn, and limited analytics capabilities.
How Customer Interactions Are Currently Managed and Data Collected
Customer interactions are currently managed through various channels, including email,
phone, and social media. However, these interactions are not integrated, and customer
data is siloed in different systems. This fragmentation makes it difficult for TechTrendz to
gain a holistic view of customer behavior and preferences.
The company collects basic customer information during the purchase process, such as
name, email address, and shipping address. However, they do not gather comprehensive
data on customer preferences, browsing behavior, or purchase history. This lack of data
limits TechTrendz's ability to personalize marketing campaigns, provide targeted customer
support, and identify cross-selling or upselling opportunities
Data Sources to Create Comprehensive Customer Profiles
To create comprehensive customer profiles, TechTrendz should utilize a variety of data
sources, including:

Purchase history: This includes data on the products purchased, purchase frequency, and
order value.

Website behavior: This includes data on pages visited, products viewed, and items added
to the cart.

Customer feedback: This includes data from surveys, reviews, and customer support
interactions.

Social media data: This includes data on customer interactions on social media platforms,
such as likes, comments, and shares.
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By integrating data from these sources, TechTrendz can gain a 360-degree view of each
customer and create personalized experiences that drive engagement, retention, and
satisfaction.
How CRM Can Enhance Customer Engagement, Retention, and Satisfaction
CRM can significantly enhance customer engagement, retention, and satisfaction by:

Personalizing marketing campaigns: CRM can be used to segment customers based on
their preferences and behavior, and then send targeted marketing emails, product
recommendations, and special offers.

Providing proactive customer support: CRM can be used to identify customers who may
be at risk of churn and proactively reach out to them with support or offers.

Resolving customer issues quickly and efficiently: CRM can be used to track customer
support interactions and ensure that issues are resolved quickly and efficiently.

Measuring the impact of marketing campaigns: CRM can be used to track customer
responses to marketing campaigns and measure their effectiveness.
By implementing these CRM strategies, TechTrendz can improve customer relationships,
increase customer lifetime value, and drive business growth.
Recommendation for a Comprehensive CRM Strategy
TechTrendz should implement a comprehensive CRM strategy that includes the following
components:
1. Data integration: Integrate all customer data into a single platform to create a unified
customer view.
2. Customer segmentation: Segment customers based on their preferences, behavior, and
demographics.
3. Personalized marketing: Send targeted marketing campaigns that are tailored to each
customer segment.
4. Proactive customer support: Identify at-risk customers and proactively reach out to them
with support or offers.
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5. Customer support automation: Automate repetitive customer support tasks to improve
efficiency.
6. Analytics and reporting: Track customer interactions, measure the effectiveness of
marketing campaigns, and identify trends.
7. CRM training: Train employees on how to use the CRM system and leverage customer
data to improve customer relationships.
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