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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
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
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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Transcript

  • 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)

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