Group Assignment 2 MKT558 Amirul Aishah Ain Nurin Ba2404a

FACULTY OF BUSINESS AND MANAGEMENT
BACHELOR OF BUSINESS ADMINISTRATION (HONS.) MARKETING
COURSE:
DIGITAL MARKETING (MKT558)
ASSIGNMENT:
GROUP ASSIGNMENT 2
CLASS:
D2BA2404A
PREPARED BY:
MOHAMMED AMIRUL BIN MOHAMMED OMAR (2020363311)
NURIN ATIRAH BINTI SUHAILAN (2019219012)
AISHAH BT MIZAN (2019207242)
NUR AIN SYAFIQAH BINTI MOHD SHAHRIL FATAH (2019291058)
PREPARED FOR:
SIR ZUHAL HUSSEIN
DUE DATE:
20th MAY 2021
Table of Contents
1.0 Introduction...............................................................................................................................3
2.0 Types of Automated Contact Strategies for Retailing in ZALORA...........................................4
i. Customer Segmentation.............................................................................................................4
3.0 Reference.........................................................................................................................................5
2
1.0 Introduction
Customer Relationship Management (CRM) automation
Customer Relationship Management (CRM) automation is the procedure of

automating sales and customer service functions to allow the teams to monitor and operate
their interaction activities with current and potential customers.
Sales teams may use CRM automation to automate repetitive prospecting and
customer service activities that would otherwise be time-consuming. Data processing,
information updates, correspondence descriptions, calendar management, and lead and
potential updates are all part of these duties.
CRM automation offers functionalities that allow sales teams to make difficult
decisions utilizing advanced analytics, in addition to automating routine sales processes and
freeing up salespeople's time to concentrate on more strategic tasks. It makes it easier for
sales and marketing to collaborate, which is a necessity for many firms.
Chosen e-commerce sector: Retailing.
Retailing is a distribution method that includes all activities related to selling goods to
the final buyer. It refers to the selling of products and services from a point of sale to the end
consumer who will use the commodity.
Chosen company: ZALORA.
ZALORA is Asia's Leading Online Fashion Destination, offering a broad range of

trendy and up-to-date clothing styles for both males and females. Rocket Internet, one of the
world's largest e-commerce and start-up incubators, founded the ZALORA Asia Group.
3
2.0 Types of Automated Contact Strategies for Retailing in ZALORA
i. Customer Segmentation
CRM automation will allows ZALORA to segment their customers and focus on their
customers’ demand. Any data that is in ZALORA’s CRM system can be used for
segmentations by their marketing automation tool. The CRM systems allows
ZALORA to consider looking at data sets that are helpful for more targeted
campaigns. For example, segmenting on last purchase, segmenting on total purchase
history, segmenting on opportunity stage and segmenting on a specific sales rep’s
leads. Segmenting on sales activity helps ZALORA pick up the slack when sales
reps are too busy to reach all their leads. By CRM providing ZALORA with that
information, they can for effectively target customers and prospects by having a
better understanding what their customers’ want or need and who they are. This
makes conversions even simpler for ZALORA while still optimising customer
experience by helping them to build connections with contacts based on data. In
addition, ZALORA won't have consumers unsubscribing from their email list
because they're receiving emails that aren't relevant to them.
4
3.0 Reference
https://www.selecthub.com/sales-force-automation/automated-crm/#:~:text=CRM
%20automation%20refers%20to%20a,marketing%2C%20sales%20and%20service
%20activities.
https://www.economicsdiscussion.net/marketing-2/retailing/retailing/32357
https://www.zalora.com.my/about/

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FACULTY OF BUSINESS AND MANAGEMENT

BACHELOR OF BUSINESS ADMINISTRATION (HONS.) MARKETING

Customer Relationship Management (CRM) automation

Customer Relationship Management (CRM) automation is the procedure of

Chosen e-commerce sector: Retailing.

Chosen company: ZALORA.

ZALORA is Asia's Leading Online Fashion Destination, offering a broad range of

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