Information systems for managers

Résumé du document

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.

Extraits

[...] 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. [...]

[...] Contest subscriptions We started by creating an online page where we would explain all the different rules of the contest, the selection date, the prize, the register form, etc We then published it everywhere: on social networks, websites, blogs and forums. Everybody shared it with their contacts and made sure they talked about it to their friends. A week later, we saw that the traffic on the website and the number of new accounts didn't grow as much as we though. I then decided to do some CRM- based research using Google Analysis. [...]

[...] We also put a direct access to the pages explaining how to use the creation tool on the platform. I also proposed to create a simple video where we would explain how to use the platform and create a simple website in a couple of minutes. I took advantage of this video to try to attract more users to the website by posting it on YouTube with good keywords and a description that would increase the referencing of the video (SEO). [...]

[...] I used some statistical tools like Google Analysis or Alexa.com to study the traffic on the website. I could see the bouncing rate, how long visitors stayed on the website, how many pages did they look at, what was the rate of people that created an account and a website, from where most of the users came from, etc Those statistics are essential in order to better understand the visitors, find out what is not working on the website and make effective changes. [...]

[...] 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. [...]