Customer Relationship    ManagementMicrosoft Dynamics AX 2009
What is CRM?    We experience CustomerRelationship Management (CRM)           every day.
CRM is Concepts, Ideas, Strategy   "CRM is a strategy used to learn more   about customers needs and behavior  to develop ...
Experts do not agree on all the finepoints defining CRM. However, all the  definitions are customer focused.
CRM Disciplines                 Act on       Learn FromKnow Your                What you       What youCustomer           ...
Types of CustomersAdvocate                                 TerroristCustomers                               Customers Prai...
CRMs focus turns good customers intoadvocates of the company and preventsa departing customer from becoming a             ...
Companies strive to move customers to higher loyalty               and profitability levels. CRM can move customers toward...
So How To Focus on Customers?-   Obtain correct customer data.-   One to One Contact.-   Collect Information / Personal Co...
The customers loyalty and lifetime value isincreased by using CRM correctly to knowthe customer, understand their needs, a...
CRM Functionality
CRM Functionality4 Main Areas of CRM:- Sales force Automation.- Sales Management.- Marketing Automation.- Telemarketing5 M...
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Ax crm fundamentals

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  • You are the target of marketing strategies based on CRM ideas from companies world wide, such as: • Marketing mail in the Inbox • Marketing flyers in your postal mailbox • Advertisements on television, billboards, and online
  • CRM's focus turns good customers into advocates of the company and prevents a departing customer from becoming a terrorist.
  • عن طريق معرفه مشاكل العميل وتاريخهم مع الشركه والمساعده فى تحقيق الرضاء عن الشركه
  • Ax crm fundamentals

    1. 1. Customer Relationship ManagementMicrosoft Dynamics AX 2009
    2. 2. What is CRM? We experience CustomerRelationship Management (CRM) every day.
    3. 3. CRM is Concepts, Ideas, Strategy "CRM is a strategy used to learn more about customers needs and behavior to develop stronger relationships with them." (Source: CRM Research Center)
    4. 4. Experts do not agree on all the finepoints defining CRM. However, all the definitions are customer focused.
    5. 5. CRM Disciplines Act on Learn FromKnow Your What you What youCustomer Know Know
    6. 6. Types of CustomersAdvocate TerroristCustomers Customers Praises the companys Defames the company service, products, and and its service at everysupport. This customeracts as a loyal supporter opportunity. of the company.
    7. 7. CRMs focus turns good customers intoadvocates of the company and preventsa departing customer from becoming a terrorist.
    8. 8. Companies strive to move customers to higher loyalty and profitability levels. CRM can move customers toward the first quadrant (Area 1), improving customer loyalty and profit.
    9. 9. So How To Focus on Customers?- Obtain correct customer data.- One to One Contact.- Collect Information / Personal Communication- Product Customization.- Learning Relationships.
    10. 10. The customers loyalty and lifetime value isincreased by using CRM correctly to knowthe customer, understand their needs, and help the customer grow.
    11. 11. CRM Functionality
    12. 12. CRM Functionality4 Main Areas of CRM:- Sales force Automation.- Sales Management.- Marketing Automation.- Telemarketing5 Modules in Sales & Marketing Module:- Document Management.- Data Management.- Project Management- Knowledge Management- Customer Self-Service (Enterprise Portal)
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