ASSIGNMENT 2

NAME-NISHANT SHETTY
EMROLLNMENT NO- 19BSP1766
What does Customer Relationship Marketing (CRM) mean?
Customer relationship marketing (CRM) is a business process in which client
relationships, customer loyalty and brand value are built through marketing
strategies and activities. CRM allows businesses to develop long-term
relationships with established and new customers while helping streamline
corporate performance. CRM incorporates commercial and client-specific
strategies via employee training, marketing planning, relationship building and
advertising.
What is Salesforce CRM?
Salesforce is a customer relationship management software that provides a
vast assortment of sales and marketing solutions. They have many different
services that all come under the Salesforce umbrella.
 Sales
 Service
 Marketing
 Commerce
 Engagement
 Analytics
 Communities
The most significant components of the Salesforce portfolio are lead
management marketing automation, and sales data management. The goal of
their software is to help improve sales team’s productivity and organization
data.
CRM Company- Activision
Activision pulled off the most successful launch in entertainment history with
Call of Duty: Modern Warfare 3®. Bigger than any other game, movie, or album
before it, Modern Warfare 3 eclipsed $400 million in sales across North
America and the U.K. in the first 24 hours it was on sale. Modern Warfare 3
was a hit because Activision knows gamers. Activision deployed Marketing
Cloud’s Social Studio to bring customer service online. Using Marketing Cloud,
the team can easily track and monitor all relevant tweets and conversations on
social media, with the goal of increasing player engagement. All interactions
are uploaded to Service Cloud where social conversations are matched back to
existing customers for follow-up. In the first year after integration, Activision
saw some pretty big changes. Customer tweets about bugs in game play
became relationship builders as well as service calls. Activision used to reply on
Twitter and Facebook not only resolve issues, they become content for use by
social, service, and marketing teams. Activision unlocked a new level of
customer service that we can think of it as social customer care.
Key highlights of company’s CRM
 They are very big on customer service, providing an unrivalled
communication service to their gamers.
 Their aim is to keep them happy long after the purchase is made. By using
a CRM system, they monitor conversations within social media where they
appertain to their products, following up to ensure that any problems are
dealt with efficiently and positively.
 15% of issues that lead to live conversations with agents, more than half
are solved via social media. The combination of high-performing self-
service and social customer service has helped Activision lower its total
customer service-related operating expenses by 25% annually
 Tim Rondeau, Senior Director of Customer Care, says that salesforce is
helping them build a better gaming experience and also they were
reducing costs and increasing satisfaction at the same