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

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  • CRM - Having spent nearly 25 years in the marketing world,I still remember the words of the first shop owener I had visited "If I do not have the item the customer wants and he goes tthe next store,he willnever come back to me'. Sir when I close shop at 9PM, I check the stocks of itemI have. CRM was even relevent 28 yearsback and today it is even more.The presentation isbeautiful.
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  • a nice presentation on crm,i like it
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  • Hi All, If you are looking for Technical Blogs or want to read about vTiger, Odoo, OpenERP, Microsoft Apps, Google Apps, CRM, ERPs, Mobile Apps and New things in IT industry than read and subscribe on http://www.knowledgement.ie
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Crm final ppt

  1. 1. PAST, PRESENT AND FUTURE OF CUSTOMER RELATIONSHIP MANAGEMENT
  2. 2. DEFINITION AND MEANING OF CRM
  3. 3. HISTORY OF CRM 1960 : ERA OF MASS MARKETING 1970 : SEGMENTATION AND CUSTOMISATION
  4. 4. 1980 : NICHE MARKETING AND SFA
  5. 5. 1990 : RELATIONSHIP MARKETING, TELEMARKETING AND CALL CENTERS
  6. 6. MONOPOLY MARKET  SINGLE SELLER  SELLER’S MARKET  NO CLOSE SUBSTITUTES  BARRIERS TO ENTRY  FIRM AND INDUSTRY ARE SAME
  7. 7. PRESENT OF CRM ∫ PROMOTION CAMPAIGN ∫ FEEDBACK SERVICES ∫ UPGRADE SERVICES ∫ BRAND ∫ EVENTS
  8. 8. CONSUMER PROTECTION ACT 1986 BANKING OMBUDSMAN
  9. 9. CRM SOFTWARE
  10. 10. CONSUMER RIGHTS 1. RIGHT TO BE PROTECTED 2. RIGHT TO BE INFORMED 3. RIGHT TO BE ASSURED
  11. 11. 4. RIGHT TO BE HEARD 5. RIGHT TO SEEK REDRESSAL 6. RIGHT TO CONSUMER EDUCATION
  12. 12. OBJECTIVES OF CRM INCREASE IN CUSTOMER SERVICE INCREASE EFFICIENCY LOWERING MARKETING COST AIDING THE DEPARTMENT
  13. 13. CONCEPTUAL UNDERSTANDING OF RELATIONSHIP MARKETING
  14. 14. PRODUCT VS CUSTOMER CENTRIC
  15. 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. 16. FUTURE OF CRM  RETENTION RATE  INCREASED SALES  REDUCED COSTS  SIGNIFICANT ROLE
  17. 17.  TECHNOLOGY  CUSTOMER INFORMATION  INTERACTIVE  CUSTOMER INDIVIDUALITY  GLOBALISATION
  18. 18. CRM IN INDIA A. INTRODUCTION B. LITERATURE REVIEW C. TECHNOLOGY SELECTION D. EMPLOYEE EMPOWERMENT E. CUSTOMER KNOWLEDGE STRATEGY
  19. 19. CASE STUDY
  20. 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. 21. PEARLENE (24) NIHARIKA (30) KHYATI (38) SANAYA (40) KRISHMA (42) VATSAL (50)
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