Today, Customer Relationship Management is used a lot when creating and launching a new product on the market. By definition CRM is a system or systems that monitor and analyze customer interactions with an organization. Those statistics are then used to improve customer interaction by predicting and presenting the information in such a way that each customer's message is almost personalized. CRM can also be used to learn more about the customer behavior and try to adapt the product in order to satisfy the customer's needs. It can be used in many cases, and I will show through this assignment how I used it for different types of tasks for the launch of a new product in my last internship.
I did my last internship at ELTEG, a company providing different Internet based tools to create and manage websites. The company was created in 2009 by two French entrepreneurs specialized in Web services and medias: Christophe Agnus and Rémi Poulet.
Today the company has 10 employees and is based in Paris. The company first launched Wala, an Internet platform that lets businesses develop and manage their websites. The product was quite successful. In the 2012, it launched a new Internet platform called Sopixi, a web-based platform that lets people create their own websites very easily for free. I was hired to work on this project that was still in development. The Beta version was already launched but the company didn't start communicating on it. My job was to start promoting the service on the web.
[...] It was probably the reason why most people used already created templates. I therefore asked one of the developers to put it as one of the first options. Thanks to that, users started using much more the blank page and create things from scratch. In order to motivate users to continue working on their websites, we wanted to use CRM methods and send them emails to remind them of the contest and their websites. We had analyze the user's behavior and then adapt our emails to different the types of users: - The users that created an account but didn't start making a website - The users that created a website but gave up quickly - The users that created a website, came back a few times on the platform to work on their websites but didn't come back for a long time - The active users that continued to create their website By adapting our emails to each category of users, we expected to have better results. [...]
[...] Promoting Sopixi with a contest When I arrived at ELTEG, I was given the task to start promoting Sopixi in order to attracts users on the platform and test the web-service. I started to communicate a lot on social networks and forums. I published announcements about our new product mentioning the fact that it was completely free and easy to use. After a couple of days I found out that the traffic on the website didn't grow that much and that we had to find a new strategy. [...]
[...] By definition CRM is a system or systems that monitor and analyze customer interactions with an organization. Those statistics are then used to improve customer interaction by predicting and presenting the information in such a way that each customer's message is almost personalized. CRM can also be used to learn more about the customer behavior and try to adapt the product in order to satisfy the customer's needs. It can be used in many cases, and I will show through this assignment how I used it for different types of tasks for the launch of a new product in my last internship. [...]
[...] Most of them used the templates, changed a few things and then abandoned their website. There was obviously something wrong with the creation platform. It was maybe not as easy to use as we said it would be. I didn't really disagree with that. I also found the platform not that simple to use and not well explained. There were also a few bugs that were quite annoying. The fact that most people used templates (already created websites) wasn't a good thing for the contest, as it was based on creativity. [...]
[...] The company first launched Wala, an Internet platform that lets businesses develop and manage their websites. The product was quite successful. In the 2012, it launched a new Internet platform called Sopixi, a web-based platform that lets people create their own websites very easily for free. I was hired to work on this project that was still in development. The Beta version was already launched but the company didn't start communicating on it. My job was to start promoting the service on the web. [...]
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