Crm final ppt

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  • 1. PAST, PRESENT AND FUTURE OF CUSTOMER RELATIONSHIP MANAGEMENT
  • 2. DEFINITION AND MEANING OF CRM
  • 3. HISTORY OF CRM 1960 : ERA OF MASS MARKETING 1970 : SEGMENTATION AND CUSTOMISATION
  • 4. 1980 : NICHE MARKETING AND SFA
  • 5. 1990 : RELATIONSHIP MARKETING, TELEMARKETING AND CALL CENTERS
  • 6. MONOPOLY MARKET  SINGLE SELLER  SELLER’S MARKET  NO CLOSE SUBSTITUTES  BARRIERS TO ENTRY  FIRM AND INDUSTRY ARE SAME
  • 7. PRESENT OF CRM ∫ PROMOTION CAMPAIGN ∫ FEEDBACK SERVICES ∫ UPGRADE SERVICES ∫ BRAND ∫ EVENTS
  • 8. CONSUMER PROTECTION ACT 1986 BANKING OMBUDSMAN
  • 9. CRM SOFTWARE
  • 10. CONSUMER RIGHTS 1. RIGHT TO BE PROTECTED 2. RIGHT TO BE INFORMED 3. RIGHT TO BE ASSURED
  • 11. 4. RIGHT TO BE HEARD 5. RIGHT TO SEEK REDRESSAL 6. RIGHT TO CONSUMER EDUCATION
  • 12. OBJECTIVES OF CRM INCREASE IN CUSTOMER SERVICE INCREASE EFFICIENCY LOWERING MARKETING COST AIDING THE DEPARTMENT
  • 13. CONCEPTUAL UNDERSTANDING OF RELATIONSHIP MARKETING
  • 14. PRODUCT VS CUSTOMER CENTRIC
  • 15. IMPORTANCE OF CRM ☺ FORSEE CUSTOMER NEEDS ☺ DETAILS OF A CUSTOMER ☺ GROUPING CUSTOMERS ☺ ACQUIRING NEW CUSTOMERS ☺ COST EFFECTIVE ☺ HANDY DETAILS ☺ CUSTOMER SATISFACTION ☺ CUSTOMER LOYALTY
  • 16. FUTURE OF CRM  RETENTION RATE  INCREASED SALES  REDUCED COSTS  SIGNIFICANT ROLE
  • 17.  TECHNOLOGY  CUSTOMER INFORMATION  INTERACTIVE  CUSTOMER INDIVIDUALITY  GLOBALISATION
  • 18. CRM IN INDIA A. INTRODUCTION B. LITERATURE REVIEW C. TECHNOLOGY SELECTION D. EMPLOYEE EMPOWERMENT E. CUSTOMER KNOWLEDGE STRATEGY
  • 19. CASE STUDY
  • 20. BIBLIOGRAPHY http://www.jrosenfield.com/articles/CRM- History.htm http://estebankolsky.com/2009/09/a- brief-history-of-scrm/ http://www.managementstudyguide.com/ origin-of-crm.htm http://www.youtube.com/watch?v=g- OP8xZmAJM http://www.youtube.com/watch?v=Zwrk1 3lwzHk
  • 21. PEARLENE (24) NIHARIKA (30) KHYATI (38) SANAYA (40) KRISHMA (42) VATSAL (50)