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CRM Processes for Enhancing Customer Relationships

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Harpreet Kaur
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Customer Relationship Management ,[object Object],[object Object],[object Object],[object Object]
Customer Relationship Management ,[object Object],[object Object]
CRM Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Is CRM New? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CRM Programs Can Potentially Improve ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Areas of CRM Activity ,[object Object],[object Object],[object Object],[object Object],[object Object]
Areas of CRM Activity: Sales Force Automation ,[object Object],[object Object],[object Object],[object Object]
Areas of CRM Activity: Customer Service and Support (CSS) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Areas of CRM Activity: Help Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Areas of CRM Activity: Field Service CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Areas of CRM Activity: Marketing Automation ,[object Object],[object Object],[object Object],[object Object],[object Object]
New Frontiers in CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Commercial E-Communities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Components of Commercial E-Communities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
New Frontiers in CRM ,[object Object],[object Object],[object Object],[object Object],[object Object]
Distinctions in Customerization Direct (online) Mix of direct and indirect Distribution Integrated, interactive Advertising and PR Communication Value based pricing; customer determined Fixed prices with discounting Price Customized based on customer interactions Marketing and R&D drive offering Product and service offering May not be articulated Researched and articulated Customer needs Customer is active co-producer, Customer is passive participant in process Relationship with customers Customerization Mass Marketing
Making CRM Happen ,[object Object],[object Object],[object Object],[object Object],[object Object]

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CRM Processes for Enhancing Customer Relationships

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  • 16. Distinctions in Customerization Direct (online) Mix of direct and indirect Distribution Integrated, interactive Advertising and PR Communication Value based pricing; customer determined Fixed prices with discounting Price Customized based on customer interactions Marketing and R&D drive offering Product and service offering May not be articulated Researched and articulated Customer needs Customer is active co-producer, Customer is passive participant in process Relationship with customers Customerization Mass Marketing
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