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Customer relationship management
 

Customer relationship management

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Customer relationship management

Customer relationship management

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    Customer relationship management Customer relationship management Presentation Transcript

    • 1
    • CUSTOMER RELATIONSHIPMANAGEMENT (CRM)…BYNAZISH KHALID2
    • AGENDA What is CRM? Workflow of CRM Views of CRM Activities involved Why organizations need CRM? Benefits of CRM Impacts of CRM CRM in Pakistan3
    • WHAT IS CRM?“Process of creating and maintainingrelationship with businesscustomers and managing eachcustomer’s information.”4
    • WORKFLOW OF CRM Collecting customer data and information Analyzing data to predict customerbehavior Applying the results of analysis Measuring results Repeating the process5
    • 6
    • 5 views of CrmMarketingautomationCustomerself-serviceService andservicefulfillmentE-commerceSalesautomation7
    •  Marketing Automation …designed to get the right mix of the company’sproducts and services in front of each customer atthe right time. Sales Automation Collaborative tools that enable all parties to thetransaction to interact with one another Service and Service Fulfillment Involves the customer retention and maintainingthe needs of the customer you already have.8
    •  Customer Self-Service e-CRM. Capabilities that can be directly invokedby the customer on the internet via PC andwireless devices. E-Commerce capabilities such as shopping, marketplace,transaction and payment processing, and e-commerce security9
    • ACTIVITIES INVOLVEDWeb, Email, Wireless• 24x7• VisualCall Centre• Convenient• ImmediateField Sales• Hands-onResellers• LocalCustomers10
    • 11
    • WHY ORGANIZATIONS NEED CRM? To increase profit To improve customer services To increases customer satisfaction To reduce cost To reduce staff stress Enables instant market research12
    •  To grow your business Growth in no of customers Long term profitability &sustainability13
    • BENEFITS OF CRMCRMReducedexpensesIncreasedmarketshareImprovedservicesIncrease inprofitMakingNewcustomerIncreasesalesrevenueEffectivesales14
    • 15
    • CRM IMPACTs On organization Shifts the focus from product tocustomer Streamlines the offer to what thecustomer requires, not what theorganization can make Competition for effective CRMprocess is created16
    •  Establishes and maintainscustomer rapport Produces positive feelings in theorganization and the customers17
    • 18
    • Crm in Pakistan Govt. agencies…political parties Banking sector…Soneri bank Cellular networks…Ufone19
    •  Telecommunication networks…PTCL Service providers…McDonalds20
    • 21
    • ‹#›
    • SUMMARY Meaning of customer relationshipmanagement How CRM operates Different views of CRM Activities undertaken by companiesto generate CRM23
    •  Advantages and benefits of CRM Effects of CRM on an organizationsactivities CRM operations in Pakistan24
    • 25